Third Party Seller
Already Tagged as Delivered Today and its from a Third Party Seller. What is the next step?
Contact Seller
Process concession and create the driver delivery feedback
Customer is returning an item that he no longer needs
- Return window has ended already
- Customer said he just forgot the return window.
Would dart approve for an exception and how would you explain it with the customer.
Dart would deny
There is an unauthorized activity on the customers account which the customer did not change. The email has been changed without the customers knowledge.
This Account
Report Something Suspicious
I found an activity on my account that I did not recognize
Amazon has items from A - Z, can you name an item that amazon is NOT allowed to sell?
Live animals or Firearms or anything explosive
How long (timeframe) do Amazon allow the third-partner seller to respond/assist once they are contacted?
48 hours
Situation: Order is delayed, customer needs the item as a gift for his son's birthday tomorrow.
Please provide your own empathy statement.
*each team will provide entry
-best empathy statement wins the points.
You only have a replacement or a refund, what is the best option.
Process the replacement
Get the missing part on the replacement and just return the replacement order
Annotate about the change.
Customer is asking for the promotion that was applied on the order. How to check for the promotions that was applied?
Open Orders and Click Order
Open Payments
Show Promotions
Name the 5 Amazon Contact Tenets
Treat the customer as a friend
Reduce Customer Effort
Answer the Question Asked
Solve the problem
Escalate systemic problems
The customer has a Mobile Only Account and they want to contact the seller directly regarding their third party order. How can they locate Amazon's Buyer-Seller Messaging Service?
E-mail correspondence between the customer and a seller is visible in 'Your Account' by clicking "Message Center" under the "Email alerts, messages, and ads" section (website), or by selecting 'Your Messages' (app) and going to the “Buyer/Seller Messages” tab.
Transportation Concession Eligibility Service
TWIST
Please select a person that will answer the question
There is 2 items that were damaged and is supposed to be returned on 2 different labels. However customer returned both in 1 label, please explain how to process this order.
A gift was delivered but the customer did not received it. She never got an order number but she said it was part of her wish list. Please show us the navigation on processing a concession.
Amazon List
Ask for the Name of the List
Ask for the name of the item
Get the order number for concession.
What is the name of the service that offers secure, convenient, and accessible package delivery to Amazon customers in apartment buildings?
Amazon Hub Locker
A customer reported they haven't received their package for an order sold and shipped from a third-partner seller. When will they be eligible to file a claim via A-to-z Guarantee?
- Three days have passed since the latest estimated delivery date - OR the tracking shows a delivery confirmation (whichever is sooner) - AND you have contacted the Seller more than 48 hours ago but they did not respond or resolve the issue.
Shipment missed EDD (Oct 31, 2025). You see a shipment ID generated but no tracking ID or details is visible. The status says Delayed, Not yet shipped and the order can't be cancelled.
Advise the customer to wait for the delivery. The shipment has most likely shipped and missed its departure scan. Tracking may be unavailable, or show no updates. DART doesn’t have other options for shipments in this situation. The shipment status will update to "Shipped" by [EDD+7 days]. Then, the customer will be charged and will be able to ask for a return/refund/replacement.
A customer returned a personal item that was not supposed to be returned mistakenly. Customer is asking if the personal item can still be retrived.
Contact Dart
If the item is already at the FC it may not be returned anymore - Set expectation
Item Missing - No
Is anything Damaged - Yes
Whats Broken - Item and Packaging Looks Damaged
Could you provide more Details - Unsafe for return
Give at least 3 departments that we can transfer our customers to (depending on the concern)
Instant Video
CAP
Account Change
Business Generalist
Escalation
Card Support
Amazon Fresh
Audible
Customer returned an item in line with Our Return Policies, but they haven't received the expected refund. When will they be eligible to file a claim via A-to-z Guarantee?
- Seven days have passed since the return was delivered to the seller. - The return with label provided by seller was lost, is undeliverable, or is being returned to you.
How do you explain and set proper expectation when the shipment is marked as "undeliverable" or "return to seller" (in-transit) due to damage and no option is available in your AC3 tool.
Our system automatically begins processing a refund after the undeliverable scan. - You'll receive two emails: one requesting a 2-day wait period, and another confirming the return. - The refund will be processed within 7 days of the undeliverable scan. - Once processed, the refund should appear in your account within 3-5 business days. - If you'd still like to receive the item, you need to place a new order.
Iphone is damaged and needs to be returned.
For iphones - UPS pickup is the only available option
Customer is on a remote area where UPS cant find the area and customer is requesting for a drop off label instead.
Have it be picked up on a different address.
Is anything Missing - No
Is anything Damaged - No
Whats Wrong - I've returned the item but did not received a refund
Total Team Members of our Team
23