DNR/Item Missing
The type of verification treatment that we ask from the customer if they did not receive the item/items and the value is under $100
Incident Report
What tool do we use to check for the Promised Delivery Date
OBLT (Outbound Lookup Tool)
TRUE or FALSE :
We can disarm a Retro Charge for an unprocessed return.
FALSE
If the customer received a damaged item and it's a non-returnable item, what do we advise the customer?
Request photo evidence of the unsafe/damaged/expired/HAZMAT item.
What tool do we use to process concession for Amazon Fresh Orders?
UFC Tool
Kara ordered a table worth $249.00.Tracking shows delivered but when they got home, they can't locate the package anywhere and cx wants a refund. After research, you have identified that the order is within the FRD and you have verified that it was delivered to the correct address. It's her first time contacting Amazon regarding this order.
Account Status : Normal
Customer since November 2012
Orders Placed : 25 orders
CTOR : 16%
No Block List SIC codes
Should the customer be safelisted or not?
No, since order is still within FRD
Following the CAP / Pre-Delivery / Medium Risk, once you have identified that the shipment has a 'Return to Sender' scan - what's the next thing to do.?
Contacting prior to (PDD + 30 DAYS): advised cx to callback
Contacting on or after (PDD + 30 DAYS): request for Pre-Delivery IR
Rey called customer service to request a refund for an item they returned and upon reviewing the order annotations, he was previously advised to send an IR. As per Rey he already sent the IR requested prior to him calling. You have checked that the IR submitted is valid. Should you issue concession to Rey?
NO. Check Table 1 and Table 2 first to identify if customer can be safelisted. If not, proceed with RSPR to identify the verification treatment needed.
How many days does the customer have to submit the photo verification that we requested?
INITIAL REQUEST DATE + 30 DAYS
Ann is requesting a refund for a CSBA item that she did not receive. Upon review, you were able to confirm that the tracking shows delivered and Ann already confirms that she had already checked all possible places but no package found and it has been more than two business days have passed since the delivery scan, should we now offer returnless refund to Ann?
No, for MFN order with any order type and a CAP Banner: DNR Only - follow CAP / Start Here / Outbound (DNR, Item missing and Pre-Delivery) workflow.
Customer has to contact with a valid Police Report on or before:
(SLA for Police Report)
DELIVERY DATE + 60 DAYS
Following the CAP / Pre-Delivery / Low Risk, if the shipment has a 'Lost in Transit' scan, what is the next step to do?
Grant a concession
Following the CAP / Returns Investigation / Low Risk, If cuustomer used a Pre-Paid return label and their return hasn't been processed by the Returns Center, how long does the customer needs to wait to get a refund? When will be the start date?
30 days from the carrier's first scan
TRUE OR FALSE:
We can send a replacement box to the customer for their return, or refund shipping materials purchased by the customer
FALSE
Tom called Amazon to request a refund for an item he did not received. Upon review, TRACE date or EDD has passed however tracking doesn't confirm delivery - what will you advise the customer?
If shipment has not arrived after EDD +3 Days: Issue a Refund
Following the Start Here Policy for Item Missing, what are the things that needs to be checked ?
Check Delivery Scan
Package Weight Check
If weight matches, determine if the package was tampered.
Proceed to Table 2 for safelisting
Following the CAP / Pre-Delivery / Low Risk, how many days does the customer needs to wait to get a refund for a package that has a return to sender scan.
PDD+14 days
Following the CAP / Returns Investigation / High Risk, if a customer used a Pre-Paid return label for their return, and the label has no return carrier scans - what will you advise the customer?
Ask the customer to confirm the date that they shipped their return.
If less than 60 days - Ask the customer to wait
If more than 60 days - ask the customer to reach out to the return carrier
George contacted Amazon because they received a damaged item. Customer is agitated and would like to get a refund immediately. While probing, you were able to identify that the customer already disposed the item. What will you advise the customer?
Deny concession. Item needs to be returned to be eligible for a refund.
The customer returned an item but didn't receive a refund since the return tracking doesn't show delivered yet. Upon checking the order details, its a CSBA order What will you advise the customer?
Less than 14 days have passed: advised cx to wait
At least 14 days have passed: refumd the customer
If a customer has 5 shipments delivered within a few hours (Max 4 hours) of each other, and is claiming DNR on all of them and you have identified that a police report is needed, how many police report does the customer needs to submit?
The customer only has to provide one Police Report for all the packages collected in that time period. If a package is outside this window multiple police reports are needed.
True or False :
If the order has an EDD, and customer contacted us because their order was not delivered on the EDD provided, we can issue refund for the shipping charge.
FALSE : We don't offer a ship charge refund for missed EDD shipments. Amazon only guarantees the delivery for shipments with a GDD.
Marie contacted Amazon (11/05) because she returned an item worth $250 last 10/24 and upon checking AC3 it shows that it was dropped off 10/25 but not processed yet. Marie created her Amazon account December 2019 and her account status is normal. She's been contacting multiple times to follow up with her refund but until today, no refund issued. As you've checked, she has 500 orders placed on her Amazon account with only 12% CTOR and no blocklist SIC code. Should the account be safelisted?
No, because the age of the account is not 5 yrs or more.
Marga contacted Amazon with frustration because she received her new computer monitor worth $400 with a huge crack on the screen. You determine it is within the return window period and you start with the Table 2 of the Start Here policy. Marga’s account status is Normal. On the CAP Website, you find that she had the account for 4 years & 3 months with almost 50 orders placed in total. Her CTOR is 21% with no blocklist SIC code. This is her first contact, so there is no previous story. Should the account be safelisted?
No, since the value of the item is $400.
Angel contacted Amazon saying that she received an incorrect item, what are the steps that you need to take to help Angel with her issue?
1. Check Return Window
Within return window: Proceed with Weight Check.
After return window: Deny concession request
2. Weight Check
Weight of package doesn't match item weight: Grant concession.
Weight matches: Determine if the package was tampered with.
3. Safelisting check