hello, how may i help you
Can you please look at my order.  There seems to be an extra fee on it that I don't recognize.
if i understand correctly, you are inquiring about a mystery fee on your order?
yes
i can assist with this, no problem! first, i need your full name and account ID to pull up your account then i will also need your order id
Joyce Wu, acct. ID JBKST36HQC
thank you, and the order id #?
8923185572
one moment sorry for the wait

do you know your membership level
silver
and what was the overcharge amount
a flat $20 are you there?
i have refunded your $20 is there anything else i can help with today