I am sorry to hear that you are having an issue with the order, [enter customer’s name]. I would be more than glad to check this for you and assist you with the best course of action. Would you mind staying online for a few minutes?
Thank you for your patience, [enter customer’s name]. This might be due to a processing error, and we will be reviewing our processes to ensure the proper procedures are being followed. In this case, a reprint will definitely fix the issue. Would you like to consider this option?
[If cx agrees]
Thanks for confirming. I would be more than glad to place the reorder at no additional cost. Could you please confirm the shipping address?
Thank you for confirming the address. Could you please allow me a few minutes while I place the reorder?
I appreciate your patience, [enter customer’s name]. I have processed the reorder with xxxx delivery and the new order number is xxxxxxx. The expected arrival date for the reorder is xxxxxx.
You will also receive a system-generated order confirmation email shortly using which you can check the status of the order on your order history page.
Lastly, we do not want to trouble you in returning the items from the original order, you can discard them carefully.