VERIFY IT
Name two factors that must match the item in your hand to the item on the screen.
size, color, brand, model number, or serial number
What type of customer comment is "There is a stain on the front?"
Cosmetic Damage
A package seal has been cut, removed, or tampered with. Is the seal considered broken?
Yes.
An item has a visible dent. Which damage should be selected?
Dent
One barcode does not scan. Should you immediately escalate the item to problem solve?
No, try all barcodes, RMAs and tracking IDs
The item is the correct brand and color, but the model number is different. Decide if the item matches.
No.
What type of customer comment is "The headphones do not work."
Functional Damage
There is a hole in the item's box. Do you measure the size of the hole?
No. Just select hole.
An accessory bag has been opened, but it appears it was meant to come that way. Is the accessory bag considered broken?
Yes
No. Pull an andon for your PA
You cannot tell from the picture whether the item matches. Name what tool you should use to better make a decision.
Link to item listing page.
What type of customer comment is "The hair dryer is too noisy."
Opinion
The box has minor scuffing from being handled and moved on/off a shelf. Is the package damaged?
No. Shelf wear is not considered damage.
An apparel item's polybag is damaged, but the garment itself has no signs of damage. Do you mark the apparel damage?
No. Repackage the apparel into an amazon polybag
You believe an item needs problem solve attention. What should you do before completing an escalation?
Pull a problem solve AVA and TALK to your problem solver.
you checked the picture, description, comments, and available identifiers but still cannot verify the item. Name your next action.
Raise an andon for assistance.
The customer comment states "The battery will not keep a charge" but the item has an intact seal. Do you agree with the functional damage comment?
No. The customer cannot assess functionality if they never utilized the item.
There are several layers of adhesive tape on the packaging. Do you remove them?
No. Just mark tape.
You receive a pair of shoes. Before evaluating the condition, what three things about the shoes should you verify?
Both shoes are the same size.
There is one left and one right shoe.
Both shoes match the UI description.
An ADS alert appears. Do you pull the problem solve andon?
No. ADS has it's own andon.
An item clearly does not match the UI. Should you automatically send it to problem solve? explain.
No. Select "No, it doesn't match" and follow the UI. Only escalate wrong items when prompted by the UI.
EXTRA +100 POINTS: Explain why "it looks close enough" is not an acceptable verification method.
The customer writes "Scratches on the front" but you inspect the item and cannot find the scratches. What should you select?
Opinion
Customer information is on the package and cannot be removed. When may that information remain on the package?
Only when an item routes to refurbish or audit.
A women's swimsuit has a hygiene strip, one edge is lifted and there is lint on the adhesive side. Do you believe a defect should be selected, and if yes, which?
Yes. No hygiene strip.
You are prompted to send an item to audit. What must accompany the item into the audit tote?
All of the original packaging and contents.
BONUS, FOR AN EXTRA +100 POINTS, EXPLAIN WHY.