Hello Jim, how are you today?
Doing ok, thanks, you?
Also doing well!
What's the reason for the call today?
It is regarding your recent Amazon purchase
ok, which one? I shop on Amazon a lot!
For security purposes I would need you to confirm the order date/details of your last purchase
I ordered a heater and it hasn't arrived yet.
Yes, unfortunately the Amazon seller you have purchased from will not be fulfilling your order
oh! Well that's disappointing.
My apologies. We would like to issue you a refund!
That would be great.
Can you please confirm for me all credit card details for that which this purchase was made?
Can I give the last 4 to confirm the number for you?
For security purposes I cannot confirm by only 4 digits
Can I request refund through my Amazon account instead?
Ordinarily yes, but we are disabling this seller so it adds a layer of complexity
Before I give it, can I get your name and representative ID?
Of course! My name is Norman Paul, ID 2988938008
And a call back number to reach you in case we get disconnected?
You can call amazon directly and use ext 703
Great, thanks! You're calling from Amazon directly?
Yes sir, from the customer service and order fulfillment department 
I've never done a refund like this before.
 I understand, but given the defunct seller it is our only option
Would it be ok if I call back Amazon directly to complete the refund?
This seller has a lot of open cases, we should start the refund process ASAP
Just to protect myself, I would like to call Amazon directly if that's ok. yes