Level 1
What types of drivers does Driver Off-Road support?
Amazon Flex Delivery Partners
True or False.
Denying an appeal to a driver by mistake will not impact them.
FALSE
YES OR NO.
When transferring a contact about overtime to the Payments Investigator team, do you need to annotate the contact with extra information?
YES
A driver contacted using their Onboarding Account stating they want to appeal their standings.
Which tool do we use to locate the drivers main account?
AM Console 1
A driver contacted stating they haven't been seeing offers. Upon investigation you identified that there are no issues with the offers and their current Service Area is operational.
What policy should we follow?
Amazon Flex / Schedule / Scheduling Blocks
What is SLS?
Service Level Standard
What is the difference between Off-Road and On-Road support?
On-Road supports drivers while they're out making deliveries. Off-Road supports drivers with issues like scheduling, payments, and SLS.
True or False.
Canceling blocks will never negatively impact standings, performance, or pay.
FALSE
TRUE OF FALSE.
We can upload documents on driver's behalf.
FALSE.
An OFFBOARDED driver contacted appealing their deactivation. Operational Status Reason Code is SUSPECTED_FRAUD.
What Policy should we follow?
Amazon Flex / SLS and Fraud / Suspension and Offboarding Appeal
TRUE OF FALSE.
Delivery Associates are dependent contractors for a DSP/Delivery Service Provider
TRUE
What are the 4 Operational Status of an Amazon Flex Delivery Partner?
ACTIVE
INACTIVE
OFFBOARDED
ONBOARDING
Which TOOLS will show you the drivers standings?
Workspace: Shipping & Delivery
Content Type: Policies
Shipping & Delivery Categories: Driver Support Off-Road
You receive a contact from a driver stating "You closed my account without giving me a chance! This is so unfair! I have family to feed. This is unacceptable! I am filing for arbitration."
What Policy should we follow?
Amazon Flex / Contact / When to Escalate
What tool do we use to locate the Package Code?
AM Console 2
What are the following SLS issues that impact a driver's standing?
1. Arrival and pickup
2. Delivery/Delivery Issues
Which tool do we use to process exemptions?
AC3
What does SYSKA stands for
Something
You
Should
Know
About
A driver contacted stating that they missed their block due to App Issues. You investigated and found that the driver contacted us through phone call reporting the issue. You requested an exemption and the request is APPROVED.
What is the Policy and what is the next step we should do?
Policy: Amazon Flex / SLS / Submitting New Appeals AC3
Next Step: If a phone contact is found and the app troubleshooting failed: Submit the appeal.
If the Appeal is GRANTED,
Why is Package Code important?
The package code is useful to check the investigation status of the drivers background check in the Flex Risk Portal.
When investigating a contact, what is the first thing you need to identify?
Identify the drivers intent and issue first.
What are a drivers two primary motivations for participating in the Amazon Flex program?
Performance and Pay.
What is the difference between Offers and Block?
Offers are delivery opportunities drivers can schedule on their Amazon Flex App
Blocks are scheduled delivery shifts that include the number of stops and number of packages.
A driver received an email alert stating "We're contacting you because on one or more occasions, you didn't try to deliver all packages in your block or you selected an inaccurate reason code about why the packages were undeliverable in the Amazon Flex app. It's important to select the accurate reason code in the app while you're still at the delivery location."
What Policy should we follow, What is the Category/Issue, and what are the next steps?
Policy: Amazon Flex / Fraud / Submitting New Appeals AC3
Issue: Unattempted
Next steps: