Thank you for contacting Acme.  How may I help you today?
Hi. I placed an order but I need to remove the second item. I think I accidentally chose the wrong size. I didn't actually mean to order it.
Okay, I can help you with that So that I can take a look at your account, may I gather some information from you first?
sure
I'll just need your full name, username, email address, and the order ID
ok, it's Alessandro Phoenix, I don't know my username, my email is aphoenix@email.com and the order id is 5349728221
Okay, I can recover your username for you, this'll just take a second
ok thanks
may I just ask for either your zip code or your phone number
sure, my zip code is 47714
thanks okay, it looks like your user name is aphoenix1
ok so can you take the 2nd item off of my order?
Yes, I can get to that now How would you like the value to be refunded?  To your credit card, by paper check, gift card, or just added to your account?
back to my card is fine
Okay, I'll send that to you.  To finalize the transaction, I'll just need your account ID, and the dollar value of the item you wanted to remove from the order
ok, the boots cost 64 dollars and my account id is W9OYHTN7WW
Okay, Mr Phoenix, you're all set. Is there anything else I can help you with today?
nope that is it, thanks
Glad to hear it.  Have a great day