[Waifu]

I also have always wanted to know what people mean by "scripts".

As for wayfair I'm pretty sure the method is contacting them saying item was damaged.

Scripts are basically documents you can use to chat with your representative. I think for every site they have a "script" you can use in order to successfully play out your SE.

Though for Wayfair, I have seen them SE large furniture's such as couches, tables, etc. Say for example, you state the couch was damaged, wouldn't they want the item sent back to them and/or blame you for it?