MNL
What should be your goal for RSPR Adoption across all channels?
85%
Per KC Policy: CAP / MDR Concession Denial and ARI Appeals, if the customer disputes sending an incorrect item or wants to appeal the ARI decision, where do we forward the contact to?
ofm@amazon.com
For DNR contacts where we advise TRACES, what is the blurb to use?
cap_dnr_frd_wait
For the police report timeline, the customer has to contact with a valid Police Report on or before ______.
DELIVERY DATE + 60 DAYS
What does OBLT stand for?
Outbound Lookup Tool
Aside from attendance, ACHT, and QA, what are two other metrics on our CSA score card?
CCXU and Transfer Rate
Item Missing scenario:
Previous CSA: asked for Incident report and customer submits IR
Current CSA: RSPR Says 3-Days Investigation
What will you do if you are the current CSA?
Initiate 3-Days Investigation
If the customer contacts for a DNR concern but delivery scan was made over 30 days or more ago, what blurb do we use?
cap_delivery_window_passed
First scan: October 2, 2023
Medium Risk Returns
When will SLA be met for this return?
11/2/2023
What does ARI stand for?
Abuse Risk Investigation
What is our goal for MU/Chat ACHT for both NA & UK stores in minutes?
8.5 mins
Per KC Reference: CAP / Contact Handling / Best Practices, you should never share with the customer that you're an abuse investigation agent. If a customer asks what team you're a part of, what will you tell them?
CAP associate: "I'm a Delivery and Returns Specialist"
CASE: "I'm a Delivery and Returns Supervisor"
Name that blurb: I haven't received my shipment (Shipment in transit)
wms_shipping_ontime
In relation to ID verification, what will be the ID status if Amazon has requested an ID from the customer but the customer never submitted an ID before the portal expired?
Abandoned
Name the three foundation pillars that CAP established for MNL12
Process Improvement
Performance Management
People Engagement
If a CSA gets 90% Policy Adherence Score for the week, what weight percentage will he get on his scorecard?
30%
For pre-delivery contacts on MFN orders with any type of CSBA badge and a CAP Banner, what is the first policy to follow?
CAP / Start Here / DNR Workflow
Per our Police Report policy, if the customer contacts back and says police won’t file a Police Report, we need to contact the local police department. If the police doesn't answer within business hours, what blurb should we send the customer?
cap_police_report_customer_cant_file_wait
Per our UK Policy for Returns, if the defective item is in the warranty period: Follow Defective Items / Over 30 Days / Contact Handling. Warranty period in this case refers to how many months?
24 months
In relation to CSBA, what does SFP stand for?
Seller Fulfilled Prime
Per our KC process on Cold transfer, we only use the said policy if all of the following apply: (1) The customer needs assistance from another team. (2) There are increased wait times., and (3) You have received direction from leadership or the _____________ team that you are now able to cold transfer contacts to the specified team.
Global Command Center (GCC)
On our Pre-delivery policies, we are asked to check on event codes. Event scan 409 means delivery was lost in transit. Event scan 408 means delivery was returned to sender. What does event scan 101 mean?
Item has departed the FC
Per the Start Here Returns policy, we deem the item as non-returnable if the reason is buyer's remorse and we deny the concession. What is the blurb to use for this kind of scenario?
cap_nonreturnable_no_action
Per the SLA Submission Timelines for Verification, Exceptions are granted between the normal police report timeframe ONLY if: Customer claims the police department will not issue a police report and you cannot get ahold of the police. What is the SLA for this?
DELIVERY DATE + 50 DAYS
&
DELIVERY DATE + 60 DAYS
What does RSPR stand for?
Risk Stratification and Policy Recommendation