Carrier
What tool do we use to track AMXL Shipment?
OBTL
When we have an item with cosmetic damage, what option can we offer to save the sale?
-discount refund
-promo
ROLEPLAY:
Pick another person and try to effectively apolophrase their issue.
Charles - yes nor no?
Where would you add the annotations for a SWAP?
The annotations TAB in the Order View
How soon can you set up a SWAP form?
As soon as there is tracking for the replacement order.
What do we call carriers that are not Amazon Logistics?
3rd party carriers
True or False. We can give the carrier the cx's address over the phone.
False.
How long has Charles been at amazon?
10 years
What form do you fill out to do an item exchange?
Swap Form
If an item is MNR, when do we determine it late?
After 72 hrs.
If we have an item with this tracking "NSD_ESTES" what carrier will deliver the item to the customer?
NSD
True or False. Can we give the date that is available in F2P is the item is late?
False
If a customer's purchase is over $500 and it's defective and non-returnable what concession is in policy to create?
Policy: HBS / Product Concession
Reference: HBS / Concessions Limit
If there is an item that shipped with NSD, what form do we use to request a refusal in transit or an address change?
Carrier Request form
What do we need to use to track an item that shipped with XPO?
XPO dashboard
What reference do we use to get the carrier's phone number or web page?
Reference: HBS / Carrier Contact Information
Can we issue more than 1 returnless refund for an expanded mattress?
No. Every cx gets 1 retunless refund for an expanded mattress.
What is a 3rd part/ External FC?
A drop shipper FC
If the option to reschedule an item shipped by AMXL is grayed out what should we do?
Fill the manual reschedule form
True or False. Can we access 3rd party carriers website for tracking?
True
What policy do you look up when the Cx wants to release a signature required?
HBS / Signature Release / Pick Up Request
If there is a TV with a cracked screen and customer sent us pics showing the damage, what would you do?
give it a destroy rate and make a returnless refund
What is Charles's expectation on follow-ups?
Use your best judgment.
What form in the KC do you use for a Drop-ship stuck-shipment or cancellation?
HBS / Drop-Ship Stuck Shipment / Cancellation Request
Which carrier cannot do a SWAP?
UPS