Shipping
An order hasn't been marked as shipped. (Is on time to meet the original EDD/GDD)
Shipping / Preship / On time
The customer needs to change their payment method on an order.
How to change a payment method on an order in CSC.
An order is marked as "undeliverable" or "Returned to seller".
A customer asks for someone who lives in America.
Transfer / Requests to Speak with an Associate in the U.S.
Joining a wait list for a lightning deal.
Promos / Lightning deals
When the status bar shows 100% and all the promotional discounts for a Lightning Deal are held by other customers a join waitlist button will show up.
Shipment has been forwarded to a new address by customer request to the seller or by a postal forwarding request placed by the addressee.
Shipping / Tracking / Tracking Information Decoded
Advise that the redirect of the package has been approved and should be delivered within 3-5 business days. If the customer did not approve this redirect, please contact carrier to have package returned to Amazon.
The customer calls about an order asking for a payment revision. CSC shows the payment was declined and the code 534.
Credit Cards / Declines - Issue #3
The customer received the wrong flavor of Pepsi.
Returns / Specific Product Exceptions
Returns / Returnless and Advance refunds
A customers' Alexa echo dot is not working properly.
Transfer / Alexa Devices
The customer's blink camera needs trouble shooting
Transfer / Blink for home support
Missing or Not Received / Gifts
If the replacement wait time has passed, replace the order.
The customer sees a double charge on their account or their bank statement. CSC shows an authorization charge.
Credit Cards / Authorization Questions
A customer didn't receive an item and wants to get a refund immediately.
Missing or Not Received / Refund Request.
Missing or Not Received / In Tranist.
A customer wants a refund for a channel subscription for the last 3 months.
Transfer / Prime video
A customer reports an injury caused by one of our products.
Product Safety
- Check all steps
The package was marked as delivered today but the customer didn't receive it. (EDD/GDD has not passed)
Missing or not received / In Transit
A giftcard is showing the error message "Unfortunately, this gift card claim code is invalid"
Gift Cards / Misredeemed - Issue #12
The wrong type of item is delivered to the customer and the item isn't available any more. It doesn't apply for an exception.
Damaged, Defective or Wrong/ Item Unavailable
A customers' fire tablet is not working
Transfer / Ebook team
A customer asks "Why is my rental period only for 1/2/3 months and not a full semester?
Textbook Rental / Rental and Extension Terms
A customer didn't receive a replacement for an item that was not delivered the first time.
Missing or not received / Repeat Replacements
Issue a refund.
A customer was charged in a different card than the one they selected. They want to move the charge to a different card.
Payment / Backup Payment Method
A customer didn't receive an order and wants a replacement for it. CSC shows it is sold and shipped by a third party seller.
Missing or Not Received / Marketplace and Merchant - Issue #1
The customer has an inquiry about Amazon Store Card or an Amazon Rewards Visa Card.
Transfer / Payment Method Support Services
A customer wants to get the prime discount using EBT.
Amazon Prime / Discounted Memberships / Government Assistance Recipient - Issue #4