Sophia (11/24/2023, 6:27:39 AM): Hi, I'm Sophia the chatbot!
😊
Sophia (11/24/2023, 6:27:41 AM): I'll be happy to help you today. To get started,
I'll just need some info from you.
Sophia (11/24/2023, 6:27:42 AM): I’d also like to let you know that your chat will
be recorded for quality purposes. You can click here for all the details about how
your info is safe with me: https://LEGO.build/Privacy-CB.
Sophia (11/24/2023, 6:27:43 AM): Ready? Here we go! Can I get your first name?
You (11/24/2023, 6:27:52 AM): Siu
Sophia (11/24/2023, 6:27:55 AM): Thanks, Siu! Can I also have your email address in
case we need to follow up with you later?
You (11/24/2023, 6:28:09 AM): [email protected]
Sophia (11/24/2023, 6:28:11 AM): Awesome! What can I help you with today?
You (11/24/2023, 6:29:10 AM): can i add items to an existing order so i can qualify
for the free promo set
Sophia (11/24/2023, 6:29:12 AM): I’ll do my best to help! Click on one of these
options to get going.
Sophia (11/24/2023, 6:29:13 AM): Menu Options:
Orders
Parts, stickers or building instructions
Product info and availability
LEGO Insiders
Website, LEGO Life or something else
You (11/24/2023, 6:29:20 AM): Orders
Sophia (11/24/2023, 6:29:22 AM): Let's narrow this down a little.
Sophia (11/24/2023, 6:29:23 AM): Is this about an order that you've already placed?
Sophia (11/24/2023, 6:29:25 AM): Menu Options:
Yes, I've already placed an order
No, I haven't placed an order yet
I'm not sure if my order went through
You (11/24/2023, 6:29:27 AM): Yes, I've already placed an order
Sophia (11/24/2023, 6:29:29 AM): Let's take a closer look. What do you need help
with?
Sophia (11/24/2023, 6:29:30 AM): Menu Options:
Where's my order?
Change or cancel an order
Returns or refunds
Something's wrong with my order
My order was canceled
Something else
Start again
You (11/24/2023, 6:29:34 AM): Change or cancel an order
Sophia (11/24/2023, 6:29:35 AM): We try to ship our orders out as quickly as
possible, so there’s a very small window where any changes can be made. Let’s check
your order and see where it’s at. You can find your order status here:
LEGO.build/Orders-CB.
Sophia (11/24/2023, 6:29:37 AM): If your order status is listed as ‘In process’,
you might be able to cancel it yourself. Check your order history page by clicking
on ‘View order’. If you see the ‘cancel order’ option, click it to get started!
Sophia (11/24/2023, 6:29:38 AM): Only entire orders can be canceled. Orders with
express shipping or gift cards cannot be canceled. If your order status shows as
‘Just placed’, keep checking back to see if the 'cancel order’ option is available
for your order.
Sophia (11/24/2023, 6:29:40 AM): If your order status shows as ‘In warehouse’ we
aren’t able to cancel it, as it’s already being picked and packed for shipping.
Sophia (11/24/2023, 6:29:41 AM): Of course, I’ll be happy to help, too! What’s the
status of your order?
Sophia (11/24/2023, 6:29:42 AM): Menu Options:
In Process
Backordered
In Warehouse
Completed
Just placed / I'm not sure
You (11/24/2023, 6:30:09 AM): Just placed / I'm not sure
Sophia (11/24/2023, 6:30:11 AM): Ok! I'm going to pass you on to one of my friends
in LEGO Customer Service. Sound good?
Sophia (11/24/2023, 6:30:13 AM): Menu Options:
Yes, please
Start again
You (11/24/2023, 6:30:19 AM): Yes, please
Sophia (11/24/2023, 6:30:21 AM): Since there’s only a short time where changes can
be made to an order before it ships, please chat now or call us.
If you’d like to give us a call, you can find our number and hours here:
https://LEGO.build/Service CB.
Sophia (11/24/2023, 6:30:23 AM): Menu Options:
Chat now
Start again
You (11/24/2023, 6:30:32 AM): Chat now
Sophia (11/24/2023, 6:30:34 AM): Sounds great, Siu! Can I have your last name?
You (11/24/2023, 6:30:40 AM): Chiu
Sophia (11/24/2023, 6:30:42 AM): Thanks! Can I have your full billing address?
Don't forget the street address and ZIP or postal code, so we're sure it's the
right place. 🏡
You (11/24/2023, 6:31:13 AM): 701 flannery st, santa clara CA 95051
Sophia (11/24/2023, 6:31:15 AM): Is [email protected] the best email to use? 📧 If
not, please type the new one now.
Sophia (11/24/2023, 6:31:16 AM): Menu Options:
That's the best one
You (11/24/2023, 6:31:21 AM): That's the best one
Sophia (11/24/2023, 6:31:23 AM): Excellent, thanks. Nearly done. What's your order
number? 📦 LEGO order numbers should begin with a 'T' or a '3.'
Sophia (11/24/2023, 6:31:24 AM): Menu Options:
I don't have it
You (11/24/2023, 6:31:57 AM): T421730761
Sophia (11/24/2023, 6:31:59 AM): Thank you. Which of these would you like to do?
Sophia (11/24/2023, 6:32:00 AM): Menu Options:
Cancel entire order
Cancel part of order
Add item(s) to order
Make changes to an order
You (11/24/2023, 6:32:05 AM): Add item(s) to order
Sophia (11/24/2023, 6:32:06 AM): OK! Can you tell us which item(s) you’d like to
add? If you're adding more than one item, please type them all now.
You (11/24/2023, 6:33:09 AM): Battle of Endor™ Heroes, Tusken Raider™
Sophia (11/24/2023, 6:33:11 AM): If you’ve paid with PayPal, we can’t add items.
You’ll need to place a new order. I can still pass your message on to Customer
Service though.
You (11/24/2023, 6:33:53 AM): ok if i cancel my order how can i get my vip points
back?
Sophia (11/24/2023, 6:33:55 AM): Do you need to change any of the info you entered?
Sophia (11/24/2023, 6:33:57 AM): Menu Options:
I need to change something
I'm all set
You (11/24/2023, 6:34:05 AM): I'm all set
Sophia (11/24/2023, 6:34:08 AM): Thanks. Hang tight. A real-life actual person is
on the way.
Memoona (11/24/2023, 6:39:23 AM): Hi! My name is Memoona. Let me catch up on your
chat so far - I’ll just be a minute.
You (11/24/2023, 6:39:41 AM): Thank you Memoona
You (11/24/2023, 6:41:05 AM): im trying to cancel an order and get the points used
on the order back
You (11/24/2023, 6:41:54 AM): then i will place a new order with added items so i
can get the promo set
Memoona (11/24/2023, 6:42:30 AM): Thank you for your patience. How are you today
Siu ?
You (11/24/2023, 6:42:54 AM): or if you help me just add a new order without cancel
the last one and still get the promo set
You (11/24/2023, 6:43:09 AM): im good how are you?
Memoona (11/24/2023, 6:45:45 AM): I'm good, thank you for asking.
I cannot cancel the whole order, but I can cancel Battle of Endor™ Heroes 40623 and
reinstate the points. Will that be ok ?
Memoona (11/24/2023, 6:46:59 AM): I'm sorry I cannot reinstate the points as you've
paid with PayPal.
You (11/24/2023, 6:46:59 AM): Reinstate The full $40 points?
Memoona (11/24/2023, 6:47:17 AM): I'm sorry I won't be able to reinstate any of
them.
You (11/24/2023, 6:47:54 AM): ok so i place a new $37 order will you be able to get
me the promo set
Memoona (11/24/2023, 6:47:58 AM): I can only cancel the Battle of Endor™ Heroes
40623. Shall I do so?
You (11/24/2023, 6:48:47 AM): i just want to get the promo set without spent too
much more money, i alredy bought a lot this month
You (11/24/2023, 6:50:36 AM): so i have a existing order amount $144, im going
make another order $37, can you help me to add the winter market stall promo set?
You (11/24/2023, 6:51:15 AM): the combined total amont will be > $170
Memoona (11/24/2023, 6:53:48 AM): As you're looking for Winter Market Stall 40602,
I suggest cancelling the Battle of Endor™ Heroes 40623 and placing a new order. You
can return the rest of the order and get a full refund, the points will also be
reinstated. That way you'll definitely have the gift with purchase.
Is it for you ?
You (11/24/2023, 6:55:09 AM): yeah but i’d rather use the points instead of getting
them back for future
You (11/24/2023, 6:56:48 AM): Can you just let me know if you can help grant me the
40462 if i make another $31 purchase now?
Memoona (11/24/2023, 6:59:37 AM): As the order is a PayPal order, we cannot do much
with this order as a part of it is already in the warehouse. Let me check if I can
get this authorise, can you bear with me please ?
You (11/24/2023, 7:00:05 AM): Sure thank you
Memoona (11/24/2023, 7:03:06 AM): Thank you very much.
Memoona (11/24/2023, 7:04:37 AM): Could you place the order now please ?
You (11/24/2023, 7:04:56 AM): Ok gimme a few mins
Memoona (11/24/2023, 7:05:02 AM): Of course !
You (11/24/2023, 7:11:03 AM): Thank you i just placed another order
You (11/24/2023, 7:11:24 AM): t42441546
You (11/24/2023, 7:11:50 AM): T424415746
Memoona (11/24/2023, 7:14:01 AM): Your order number is 3017988097, I'm sending the
Winter Market Stall 40602 .
Is there anything else I can do for you ?
You (11/24/2023, 7:14:16 AM): Thank you!
You (11/24/2023, 7:14:47 AM): so am i going to see 40602 added in my order?
You (11/24/2023, 7:16:16 AM): Or in a separate order? 3017988097
Memoona (11/24/2023, 7:18:20 AM): As stated above the order number for Winter
Market Stall 40602 is 3017988097, so a separate order, is that ok ?
You (11/24/2023, 7:19:02 AM): Yes thats fine, i just looked at my order history i
dont see 3017988097 yet
You (11/24/2023, 7:19:38 AM): I didnt get an email for the order either
You (11/24/2023, 7:20:05 AM): Sorry im just trying to make sure
Memoona (11/24/2023, 7:20:16 AM): It may take some time to process, please just
give it some time, it'll show.
You (11/24/2023, 7:20:44 AM): ok thank you i’ll just check again lter
Memoona (11/24/2023, 7:21:05 AM): Sure.
May I help you with anything else ?
You (11/24/2023, 7:21:36 AM): Thats all thank you, can i get a transcript of the
chat?
You (11/24/2023, 7:22:11 AM): Never mind i see the option to save
You (11/24/2023, 7:22:25 AM): thanks again have a good day!
Memoona (11/24/2023, 7:22:31 AM): You'll be able to access the transcript with the
option to save.
Memoona (11/24/2023, 7:22:36 AM): Yes that's right !
You (11/24/2023, 7:22:47 AM): 😀
Memoona (11/24/2023, 7:22:53 AM): Have a lovely weekend Siu !
You (11/24/2023, 7:23:01 AM): you too bye!
