Tool Navigation
A customer contacts Amazon to for a refund for an item purchased from a third-party seller. What part of AC3 should you click first before providing a resolution?
Buyer/Seller Messages
What are the two main concessions we offer?
Refund and Replacement
A customer wants to return an item they received as a gift from a friend. What information should the CSA request to investigate the order and proceed with the appropriate return process?
Request the full order ID or tracking ID.
A customer contacts Amazon regarding a defective item and mentions that the order is associated with a Business account. Which queue would you transfer the customer to?
Business Generalist
A customer reports that the delivery driver threw their package over the fence. The CSA responds, “Oh, I see. Let me take a look at the options I have available.” What is missing in the CSA's response?
AER
Where in AC3 can you locate the customer’s promotional certificate balance?
This account > Promotions > Show courtesy credit
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.
A customer’s order was placed on September 15, with a Guaranteed Delivery Date (GDD) of September 17. Today is September 30, but the latest tracking status still shows “Ordered” as of September 15. Based on the dates and tracking information, what is the likely shipment issue?
Stuck Shipment
A customer contacts Amazon regarding an issue with their Affirm installment payments. Which queue would you transfer the customer to?
Payment Method Support Services
A customer contacts Amazon regarding an unknown charge on their account. The CSA immediately places the customer on hold, stating, “Let me take a look into the account,” without asking any follow-up questions. What essential step in the call flow did the CSA miss?
Probing Questions
Where in AC3 can you look for all the emails from Amazon sent to the customer?
Outbound Communication
What button on AC3 do you click when customer says they've already returned an item but they're still receiving an email saying they'll be charged for it?
Disable return notification
A customer contacts Amazon claiming they were charged twice for their Prime membership. What information would you gather to investigate the duplicate charges?
The dates of the charges, the amount of each charge, and the last four digits of the cards used.
A customer contacts Amazon because the text containing their gift card claim code has been ripped off, leaving only the first two characters visible. Which team should the CSA escalate this concern to?
GC Escalations (escalation-gc@amazon.com)
A CSA processes a full refund and tells the customer, “Okay, I was able to process your refund. Is there anything else I could help you with today?” What essential information is missing from the CSA’s presentation of the solution before moving to the closing?
Refund Amount, Timeline, and Return (if applicable)
Where on the Amazon website can the customer see the order number?
Your account > Your orders > View order details
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.
A customer contacts Amazon to return an item purchased from a third-party seller. What should you check first before proceeding with a resolution?
If the customer has already contacted the seller
Customer requests a US associate.
No. We cannot transfer customers to associates based on a specific location. The CSA should continue handling the customer's concern.
A customer contacts Amazon regarding a delayed delivery. The CSA immediately informs the customer that the item is out of stock.
Further investigate by checking the tracking details and verifying the item’s availability on the website. by Amazon
BONUS QUESTION
Feed me, and it will give me life. But give me a drink and I will die. What am I?
FIRE
Customer reports unauthorized Activity on their account that has been reported and more than 24 hours have passed since report was made
Transfer to buyer-vcac@amazon.com via email
A customer contacts Amazon because they expected to receive a 2-pack of coffee syrup based on the product image displayed on the website. What should you verify before providing a resolution?
Check the product details on the website and confirm the advertised quantity.
A customer requests that the CSA contact the carrier on their behalf to resolve a delivery concern. Are we allowed to initiate a three-way call with the customer and the carrier?
No. We cannot participate in three-way calls with customers and carriers.
A customer contacts Amazon regarding a package marked as delivered. Upon checking TRACES, the CSA sees that the tracking status is still active. The CSA responds, “Ohhh, I see. Looks like your package was tagged as delivered in advance. Kindly call us back tomorrow.”
Provide context for the premature delivery status, specify when to call back, set expectations for potential refund or replacement, and demonstrate AER.