--- Created at: 2016-11-24 Last updated at: 2016-11-24 Source URL: https://secure.livechatinc.com/licence/1432912/open_chat.cgi?groups=1&embedded=1&session_id=S1479937149.b23874c796#https://secure.iherb.com/info/Contact?livechat=en-US --- # Untitled Note | | | --- | | [Welcome to iHerb Customer Service](https://secure.livechatinc.com/licence/1432912/open_chat.cgi?groups=1&embedded=1&session_id=S1479937149.b23874c796#) | | NathanielSupport Agent

[Good](https://secure.livechatinc.com/licence/1432912/open_chat.cgi?groups=1&embedded=1&session_id=S1479937149.b23874c796#) | | NathanielThank you for contacting iHerb. May I have your name please?

Valued CustomerBenny

NathanielHi, this is Nathaniel. How can I help?

Hi, Benny.

Valued CustomerI made an order almost 4 days ago

no. of order : 400372706

To be shipped via dhl

but the order seems to be still "processing"

NathanielAlright. Let me check the order. Kindly hold on for a moment.

Valued Customerok

NathanielThanks for holding, Benny! Upon checking your order, it shows that the order is still in process and soon it will be shipped out.

Valued Customermy previous order, number 43894487 (more trthan 2 months ago) never arrived . I assumed it got lost in the mail, so i reordered 3 days ago again

this time by dhl

NathanielWe apologize for the inconvenience due to the lost package. Let me see what I can do.

Valued Customerbut that too seems to be delayed. it shouldn't take 4 days(!) to process

hello?

NathanielWe understand that you are waiting for an update for your purchase however due to large volume of order we are processing, we are consistently attending our customer's order

We do apologize for any inconvenience it may take.

Valued Customerok. so 2 questions:

NathanielAlso with the order 43894487, Our records indicate that your order did in fact leave our warehouse. After reviewing the shipment information, it seems as though your package should have been delivered by now as it has been in transit for longer than estimated.

Valued Customer1\. what can be done about the lost package

and 2. when can i expect the new order to be shipped via dhl?

NathanielWith the lost package, let me see what I can do.

Kindly hold on as I check this order.

Valued Customerok

NathanielThanks for holding, Benny. As a one-time courtesy, iHerb is happy to refund you in full for this order. The refund will be applied to the original form of payment within several business days, depending on your financial institutions internal policies and procedures. You will also be receiving a confirmation email with the refund information.

However, please note that if future orders are not delivered, a refund will not be issued until the package is returned to us.

Valued Customerthenk you very much. that is wonderful. and great service. now, what about my second question (when can i expect the new order to be shipped)?

NathanielIn regard to your second question, we notice that you choose the DHL instead of a Global Mail, is that correct?

Valued Customeryes. i don't want to risk loosing the package in transit again

NathanielAlright. Unlike Global Mail, Carrier Service offers reliable tracking which means that you can see where your goods are.

Valued Customerso my question is when can i expect the order to be shipped?

NathanielSorry, I missed that point. As of the moment, we don't have the information yet, we are just waiting for the DHL folks to pickup your package.

Valued Customerok. one more thing:

you said you will reimburse my credit card for the lost delivery. is it possible instead to reimburse my account by you? I am any way planning to purchase soon more items from your store (i'm just waiting to see the current order being shipped)

NathanielAlright. Instead for refunding the order to your credit card, you want to place the credit to your store account?

Valued Customeryup.

if thats possible

NathanielAlright. Sure, let me do that for you.

Kindly hold on for a minute to process the refund.

Valued Customerthank you. i'm waiting.

NathanielYou're welcome.

Valued CustomerWhere could i see the refund in my account?

NathanielThanks for holding. I successfully processed the refund to your Rewards Account the full amount of $88.01 and it will be valid within 180 days.

You can check the refund on your Rewards Credit. It is available and ready to use.

Valued Customerummm... it's not there yet

NathanielI see. Kindly accept the terms and conditions so that it will appear on your account as a store credit.

Valued Customerok. hold while i do that

NathanielSure. I'll be waiting.

Valued Customeryes. i see it now. I'm very impressed by your service, and thakful for your assistance. I just hope you ship the current order soon, because i really need those items.

NathanielThank you so much for the kind words. It really does brighten our day when a customer takes the time out of their day to contact us.
We hope that you will continue shopping with us and we really appreciate your feedback.

Valued CustomerOk definately will continue shoping with you. thank you nathaniel, and have a great day.

NathanielYou're very much welcome. Is there anything else that I can help you with?

Valued Customerno. you were of great service.

NathanielThanks! I appreciate that.

Valued Customerbye Read

NathanielThanks for contacting iHerb and have a great day!

You rated our customer service as good.

You left the following comment: great service and assistance. nathaniel has made me an even more loyal costumer. thanks. | NathanielThank you for contacting iHerb. May I have your name please? Valued CustomerBenny NathanielHi, this is Nathaniel. How can I help? Hi, Benny. Valued CustomerI made an order almost 4 days ago no. of order : 400372706 To be shipped via dhl but the order seems to be still "processing" NathanielAlright. Let me check the order. Kindly hold on for a moment. Valued Customerok NathanielThanks for holding, Benny! Upon checking your order, it shows that the order is still in process and soon it will be shipped out. Valued Customermy previous order, number 43894487 (more trthan 2 months ago) never arrived . I assumed it got lost in the mail, so i reordered 3 days ago again this time by dhl NathanielWe apologize for the inconvenience due to the lost package. Let me see what I can do. Valued Customerbut that too seems to be delayed. it shouldn't take 4 days(!) to process hello? NathanielWe understand that you are waiting for an update for your purchase however due to large volume of order we are processing, we are consistently attending our customer's order We do apologize for any inconvenience it may take. Valued Customerok. so 2 questions: NathanielAlso with the order 43894487, Our records indicate that your order did in fact leave our warehouse. After reviewing the shipment information, it seems as though your package should have been delivered by now as it has been in transit for longer than estimated. Valued Customer1\. what can be done about the lost package and 2. when can i expect the new order to be shipped via dhl? NathanielWith the lost package, let me see what I can do. Kindly hold on as I check this order. Valued Customerok NathanielThanks for holding, Benny. As a one-time courtesy, iHerb is happy to refund you in full for this order. The refund will be applied to the original form of payment within several business days, depending on your financial institutions internal policies and procedures. You will also be receiving a confirmation email with the refund information. However, please note that if future orders are not delivered, a refund will not be issued until the package is returned to us. Valued Customerthenk you very much. that is wonderful. and great service. now, what about my second question (when can i expect the new order to be shipped)? NathanielIn regard to your second question, we notice that you choose the DHL instead of a Global Mail, is that correct? Valued Customeryes. i don't want to risk loosing the package in transit again NathanielAlright. Unlike Global Mail, Carrier Service offers reliable tracking which means that you can see where your goods are. Valued Customerso my question is when can i expect the order to be shipped? NathanielSorry, I missed that point. As of the moment, we don't have the information yet, we are just waiting for the DHL folks to pickup your package. Valued Customerok. one more thing: you said you will reimburse my credit card for the lost delivery. is it possible instead to reimburse my account by you? I am any way planning to purchase soon more items from your store (i'm just waiting to see the current order being shipped) NathanielAlright. Instead for refunding the order to your credit card, you want to place the credit to your store account? Valued Customeryup. if thats possible NathanielAlright. Sure, let me do that for you. Kindly hold on for a minute to process the refund. Valued Customerthank you. i'm waiting. NathanielYou're welcome. Valued CustomerWhere could i see the refund in my account? NathanielThanks for holding. I successfully processed the refund to your Rewards Account the full amount of $88.01 and it will be valid within 180 days. You can check the refund on your Rewards Credit. It is available and ready to use. Valued Customerummm... it's not there yet NathanielI see. Kindly accept the terms and conditions so that it will appear on your account as a store credit. Valued Customerok. hold while i do that NathanielSure. I'll be waiting. Valued Customeryes. i see it now. I'm very impressed by your service, and thakful for your assistance. I just hope you ship the current order soon, because i really need those items. NathanielThank you so much for the kind words. It really does brighten our day when a customer takes the time out of their day to contact us. We hope that you will continue shopping with us and we really appreciate your feedback. Valued CustomerOk definately will continue shoping with you. thank you nathaniel, and have a great day. NathanielYou're very much welcome. Is there anything else that I can help you with? Valued Customerno. you were of great service. NathanielThanks! I appreciate that. Valued Customerbye Read Nathaniel12:18 amThanks for contacting iHerb and have a great day! You rated our customer service as good. You left the following comment: great service and assistance. nathaniel has made me an even more loyal costumer. thanks.