PQ

Defects

100

This metric covers inauthentic complaints

Counterfeit Complaint Rate - CCR

200

This metric covers product condition complaints

Product Complaint Rate - PCR (MDCR)

300

Where can a seller check if he has PQ defects for his products?

AHD - Policy Compliance - 

Product Authenticity Customer Complaints 

AND

Product Condition Customer Complaints

400

Can we read the buyer's complaints to the seller during the call? 

no, we have to paraphrase the complaint to help the seller understand the issue

500

POE investigators will vet defects and reverse F+ defects. What does F+ mean?

False Positive - the system picks up a keyword from a buyers message and incorrectly registers them as defects. 

CCR

100

This occurs when a Buyer receives an authentic product, but for some reason they believe it is inauthentic

Counterfeit Experience 

200

What is the difference between branded and generic products?

Branded Products are identified by trademarks.

Generic Products are similar products sold under a different brand/ no brand.

Generic Products may be identical to Branded Products or may have some differences.

300

Which blurb do we have to send after CCR Pre-Enforcement contacts. 

no_pass_suspend_AHS_PQ_CCR

400

What should the seller do if he cannot provide invoices for his CCR defects?

use the Forgiveness Path by acknowledging his fault and don't re-list the product  

500

What does "FBA - Bin Check" mean?

Fulfillment By Amazon (FBA) Confirms authenticity complaint. FBA inventory is moved to Quarantined and PQ will enforce the Selling Partner regardless of Group.

PCR

100

This defects type occurs when a Buyer receives a product that does not function as intended

Defective

200

This defects type occurs when a Buyer receives a used product despite the product being listed as in "new" condition

Used Sold as New (USN)

300

This defects type occurs when a Buyer receives the correct product, but the language, country, edition or model is different from the description on the PDP

Version Mismatch

400

This defects type occurs when there is an issue with the expiry label (damaged, missing, covered, altered)

Expired

500

This defects type occurs when a Buyer receives a different item entirely, or a variation in color, size or quantity of the correct product

Wrong Item

Appeals

100

Name at least 3 invoice requirements 

• Invoices or receipts from their supplier should be issued in the last 365 days
• Invoices or receipts from their supplier should reflect their sales volume during the last 365 days.
• Invoices or receipts from their supplier should include the contact information for their supplier, including name, phone number, address, and website. Amazon will maintain the confidentiality of their supplier contact information.
• Sellers may remove pricing information, but the rest of the document must be visible. For ease of our review, Sellers may highlight or circle the ASIN(s) under review.
• Invoices or receipts from their supplier should only be .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered (excluding the removal of pricing info).

200

What is the enforcement action when a seller fails to provide a valid POA within 72 hours?

Suspend

300

What does a seller need to submit to dispute a CCR complaint?

Invoices 

400

What does a seller need to submit to resolve Defective complaint that was a Strong Cancel?

Questionnaire and Invoices 

500

What are the three main issues sellers are facing for PQ complaints

Storage & Shipping

Listing

Supplier

Systems

100

KAI scans the System for these to identify POE issues

Keywords

200

name 3 defect sources for KAI defect detection

CS contacts, BSM, claims, feedback, product reviews, return requests

300

Where in Paragon do we check the PQ defects/ complaint details 

Defect Visualization

400

name the defect statuses and corresponding color

Verified - Red

Pending - Yellow

Reversed - Green

500

What information do we need to annotate before calling a seller for PQ defects?

Annotation Template as per SOP:

<br> Defect Type: {CCR, USN, Defective, Wrong Item, Version Mismatch} 

<br> ASIN: {INSERT ASIN} 

<br>Title:

<br> Root Cause: {Summarize in a few keywords ex. broken/smells different/wrong color...}