Handled by Customer Care 7 · first response 18m
Matthias Cassar
Hello, the courier left my shopping outside and the frozen items defrosted.
Matthias Cassar · 16:54
Apologies for the trouble — can you send the order reference so I can check with the store?
Customer Care 7 · 17:12
Sure, it's the order from this afternoon. Missing the chicken breast and the milk.
Matthias Cassar · 17:17
The store will speak with the courier company today. I'll follow up on the refund progress and keep you posted.
Customer Care 7 · 17:24
Thanks, appreciate the quick reply.
Matthias Cassar · 17:42
Customer
3 contactsDemo identity — history is joined on the customer’s name. Live profiles (verified contact, loyalty, full refund log) arrive with the Sinch content API.
Case log
Auto-filled from chatCold-chain items arrived defrosted; refund requested via delivery partner.
Resolve to clear it from the queue, or archive to file it away without crowding the inbox.
Wolt · Third party · sent 12 Apr
Store to speak with Wolt; confirm refund amount, send email with details
Auto-notify: Wolt · within 24h — live send is a production step.
Contact: contact to be provisioned
- 14 Apr — Reminder sent — no reply yet.
Internal notes
none yetInternal — the team sees this, the customer never does.