[Solater]

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[duman]

congratulations, was that the first order on the account?

[Kwid]

Well done on the refund⠀
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[Solater]

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[mothered]

I'm not sure what you mean by that, but the conversation went as follows:
''hello customer service how can i help you''
-''good morning i am experiencing a problem with my delivery could you help me out please''
''of course could i have your purchase number, phone number, full name and delivery address please''
-''sure''
''according to the courier your package was delivered successfully and they have also cross checked the delivery location with gps tracking''
-''yes i placed the order on december ... and the next day i got a confirmation email that the package was delivered, however i was at  home the whole day and didnt receive anything or hear the bell, i also asked my housemates and neighbours and they say they dont have anything either''
''oh so you already started an investigation about the matter, let me send an email back to upper management''
''okay so we will be back with you when upper management issues a refund, probably tomorrow''
-''oh so ill get a refund and wont have to worry about the parcel anymore?''
''that is correct''
-''alright thank you have a nice day''

That's precisely what I'm referring to pertaining to keeping a record of the conversation.

As you can see In my previous posts, I was very confident with the successful outcome. Well done with your SEing strategy to ensure a refund.

[Demm1x]

Update: since the reps on live chat were annoying, I called Nike UK customer service and the lady said they'd issue a refund. I'd receive a confirmation email tomorrow, so I'll keep this post updated whether I actually get the refund or not.

Thank you for your help @mothered

Easiest decision to change rep if something going wrong,actually i always try to contact them through phone,
in order to not save previous messages.

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Actually if would be useful i can describe few SE using LIT

[Akoz]

I almost never DNA Items from couriers like DHL and DPD these days because they always end up coming back to the house.

Well now I'm scared lol

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Did you take note of the conversation, namely whom you spoke to?

I'm not sure what you mean by that, but the conversation went as follows:
''hello customer service how can i help you''
-''good morning i am experiencing a problem with my delivery could you help me out please''
''of course could i have your purchase number, phone number, full name and delivery address please''
-''sure''
''according to the courier your package was delivered successfully and they have also cross checked the delivery location with gps tracking''
-''yes i placed the order on december ... and the next day i got a confirmation email that the package was delivered, however i was at  home the whole day and didnt receive anything or hear the bell, i also asked my housemates and neighbours and they say they dont have anything either''
''oh so you already started an investigation about the matter, let me send an email back to upper management''
''okay so we will be back with you when upper management issues a refund, probably tomorrow''
-''oh so ill get a refund and wont have to worry about the parcel anymore?''
''that is correct''
-''alright thank you have a nice day''

Don't be scared haha at the end of the day SE'ing is always a risk. If worst comes to worst my favourite thing to do is just play dumb. "Awww my Wife took it in and never said" "Awww my neighbour took it in for me and never said" easy to play dumb in the worst-case scenarios.

[Solater]

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[mothered]

Just contacted them again and the rep told me there was no refund confirmed, the senior team would investigate the matter and send me an email.

In terms of the refund, It has been "confirmed" (but not generated/Issued as yet), hence there's nothing to Investigate.

Did you provide them with a copy of the conversation as per below?

''okay so we will be back with you when upper management issues a refund, probably tomorrow''
-''oh so ill get a refund and wont have to worry about the parcel anymore?''
''that is correct''

[Solater]

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