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Welcome to M&S Live Chat. An adviser will be with you shortly.

Please stay right there, we’ll be with you in just a minute or two.

You: Hi
Once you've placed your order, we can't make any changes but you can cancel within 30 minutes and then place a new order.
You can return any unwanted items for a refund once you’ve received your order.

You:Order number [removed]

Once you've placed your order, we can't make any changes but you can cancel within 30 minutes and then place a new order.

You: I miscalculated the number of cases of wine I needed. So I can treat the excess as sale or return?

You can return any unwanted items for a refund once you’ve received your order.

You: Thanks. Do I return to a shop or via a collection service?

Once you've placed your order, we can't make any changes but you can cancel within 30 minutes and then place a new order.

You: You are not a human. You are a robot. And a not very good one at that!

You can return any unwanted items for a refund once you’ve received your order.

You: Hilarious. I think I'll publish this conversation

Once you've placed your order, we can't make any changes but you can cancel within 30 minutes and then place a new order.

You: Not much intelligence, artificial or otherwise.
You: How do I get to a human?

You can return any unwanted items for a refund once you’ve received your order.
Once you've placed your order, we can't make any changes but you can cancel within 30 minutes and then place a new order.

You: Should I give up trying to get an answer to my question about how to return unused wine?

You can return any unwanted items for a refund once you’ve received your order.

[long pause]

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Chat session ended

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More to be pitied than blamed, one feels.