Hello, how can I help you today?
Yes, I was looking at my account and there seems to be an additional charge added.  Can you check the status of my order, please.
Happy to help, may I have your full name please?
Alessandro Phoenix
Thanks. To verify your identity, I also need your account id and order id please.
the order id is 7589935390 the account is VS4UO5LSQG
thank you.

It looks like our company has made a mistake. Can you tell me your membership level so that I can fix it please?
Silver
Great, I can help removing your additional charge. How much have you been overcharged?
It looks like $9.95 for shipping.
The fee has been removed.
Can you tell me how long it will take for my account to be credited?
It will be credited within 24 hours.
Great.  Thank you so much for your help and have a good day.
Great, is there anything else that I can help you with?
No, you solved all my issues.
Have a nice day!