1
What CAP Common Contact Reason means that the customer hasn't received their package and there's no "Delivered" scan?
Pre-Delivery (PDA)
What changed on the Item Missing Incident Report blurb?
Wrong Item template was added
What should be the SLA timeline waiting for a Returns-Related Incident Report?
Initial Request Date _+ 30 days
What should you do if the customer contacts us when the EDD/GDD has passed, there was no Event 409 or Event 408 scan, RSPR shows Pre-Delivery High Risk, and TRACES/FRD period has already ended?
Request and validate "Pre-Delivery Incident Report"
What statement was added on the cap_returns_incident_report blurb?
"Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund."
If customer has an RSPR recommendation of Pre-Delivery, Medium Risk, how many days should you ask the customer to wait if the shipment scan shows Event 408 - Return to Sender?
PDD + 30 Days
What should you do if the shipment has an Event 409 scan, RSPR Shows Pre-Delivery/Medium Risk and customer contacts for the first time before PDD?
Contacting prior to (PDD + 14 DAYS): Instruct the customer to contact back, deny concession.
What blurb shows this email template?
Hello, We see that your order was shipped with [CARRIER], and the expected delivery date is [EDD]. [ADD IF, UNDELIVERABLE SCAN: It looks like your package may have been marked as undeliverable and will be returned to an Amazon Returns Center.] If you have not received your package or a refund by [FRD + 1 DAY], please contact us back and we can investigate this delivery further. Thank you for your understanding.
cap_predelivery_edd_not_passed
What should be the SLA timelines for Police Report request?
Delivery Date + 60 Days