Logic
Where is an ocean with no water?
On a map
What are the two main concessions we offer?
Refund and Replacement
An other not shown in the Match Cards
Find More > An item or order > Yes > An order ID > Type the last 4 digits
What type of item demands us to contact the seller for resolutions?
Third-party items/MFN
DNR-POD
Delivered Not Received, with Photo On Delivery
How many months have 28 days?
12
When do you select the SIC "Part or accessory missing from inside item packaging"
Use when customer contacts us about a part of an item was not included in the package.
The product type (SFA/FBA/MFN)
Match Card > Item Details
What is the difference between GDD and EDD?
GDD is Guaranteed Delivery Date which refers to a certain date while EDD is Estimated Delivery Date which typically has a range of dates.
RML/RMA
Return Mailing Label/Return Mailing Authorization
What can you see once in a minute, twice in a moment, but never in a thousand years?
The letter M
What is the main difference between the two SIC "Empty package / item missing from shipment" and "Part or accessory missing from inside item packaging"
Empty package = Customer received a box but nothing is inside
Part or accessory missing = Item arrived but a part was missing
Gift card balance of customer
Find More > A gift card > Check Amazon Gift Card balance
What are the THREE probing questions we ask for DNR concerns?
1. Shipping address.
2. If they've checked their surroundings.
3. If they've checked with their neighbors/household members.
TBA
Transportation by Amazon
There are 5 sisters in a room: Ann is reading a book, Margaret is cooking, Kate is playing chess, Marie is doing laundry. What is the fifth sister doing?
Playing Chess with Kate.
Customer says "I've received a milk and it arrived with the seal open and the box is all wet." Looking at your options on the tool, it's only giving you the option for Refund on Return, what are you going to do?
Contact DART for exception since the item can't be returned / unsafe for return.
Emails from Amazon sent to the customer
Find More > An account > This account > View Past Communications
If the replacement item comes defective or damage again and a second replacement is available, are we going to issue another replacement? Why yes or why not?
No; it's best that we issue a refund and pull the Andon cord to avoid further causing inconvenience to the customer.
DART
Dynamic Andon Response Tool
Feed me, and it will give me life. But give me a drink and I will die. What am I?
FIRE
Customer received missing parts of their order and want to receive a replacement just for the missing parts. What would be your resolution?
Issue a replacement; educate customer to either get the missing parts and return the rest of the items or keep the replacement and return the original item received.
Sending the Image Verification link for non-returnable items.
Find More > An account > This account > View Past Communications > Review all past contacts > Copy Shareable Link
Give ALL three common scenarios when it's valid to issue an exception for TRACES.
1. Important event deadline.
2. Missing the item will cause significant hardship.
3. Wrong POD
TRACES
Transportation Concession Eligibility Service