ESCALATION TYPE
An escalation from an account manager.
What is SAM Escalations?
The first section of the COE report should be labeled this.
What is a Problem statement?
A customer reports a Seller for shipping their products in Amazon packaging. We would report this to which team?
What is Lifecycle Seller Risk?
The Templates for sending emails to external teams can be found here.
What is the OneNote?
I escalate things of high priority. When you receive an escalation from me it should be worked immediately and a COE document should be created when the concern is resolved.
What is an Executive Escalation?
An escalation from the executive leadership team (VPs and above)
What is Executive Escalations?
The third section of the COE report?
What is a timeline?
A brand owner reaches out and reports a Seller for using their trademark unauthorized. We would handle this how?
What is an IP claim?
The official list of contacts we will reach out to for daily escalations can be found here.
What is The Confluence Page?
I send things over to provide my customers with a resolution or request Seller reviews for customer reports. They are not top priority, but equally important.
What is a CCA Escalation?
An escalation from the Executive Escalations team that focuses on customer resolutions.
What is CCA Escalation?
The fourth section of the COE report?
What is "What are We doing?"
A seller reaches out to report their a discrepancy within their inventory.
What is WFS Escalations?
We will go here to track each of our escalations internally only within our team and update them daily.
What is the Open Issues Excel file?
I reach out to you when my Seller is experiencing issues that L1 Support has been unable to provide adequate support for. My escalations will go in the PS tab of the Excel tracker.
What is a SAM Escalation?
An escalation from the compliance and specialty experts that do not require a follow up?
What is Global Ethics escalations?
The second section of the COE report.
What is "What happened?"
What is the Risk Team?
What is Outlook?
I can send over a variety of topics that were reported, however, they are not ethical concerns and I do not require a follow-up response.
What is Global Ethics Escalations?
An escalation from individuals who are not considered executives but manage support teams.
What is leadership escalations?
While completing the COE report, this is the most important aspect of the report. In every report, we should be asking questions that would lead to this.
What is Process Improvement?
A Seller reports that all of their items were unpublished due to a compliance rule.
What is IP Policy?
We will use this to collaborate with other teammates/leadership on cases.
What is "Er-open-issues," in slack.
I send things over to you that are not considered super high priority, however, your team is trusted to resolve. I could also be from your own leadership team.
What is a Leadership escalation?