[mothered]

After contacting them they asked me to wait another day as they said that the delivery guy might scanned the parcel accidentally and it might be delivered today. If not they will give me full refund or send a replacement. Anyway that was over the phone call and I didn't received any confirmatio  e-mail of our discussion.

Well, this Is certainly good news.

Did you get the full name of the person of whom you spoke to?

Unfortunately I haven't asked for it. In the future SE's should I ask for it? I am wondering if it is even possible to get in touch with the same customer service representative if I would provide the full name.

The purpose of obtaining the representative's name Is (as with this case), to have a point of reference when a replacement/refund has been suggested and/or confirmed. It's also good practice to document the exact time and date of when the call took place.

Every call Is recorded, hence If they decline the claim further down the track, you'll have the appropriate details that they can cross-check against their records. To get the full name Is as simple as saying "And who am I speaking with?" at some point during the conversation.