Compliance
For a KYC pre-enforcement task, How should we proceed with the task if the seller´s compliance status is "Compliant"?
Annotate and Resolve the task
What does AHR stand for?
Account Health Rating
What is the seller facing threshold for CR? How many days are the order range?
Selling Partners must keep their CR below 2.5% or risk account deactivation. 7 days
Speaking of PECM Inbound Case Handling, for which sellers we shouldnt provide CMN link in our answers?
Individual Seller
Pending CC
What is the reason and subreason code that you will select if you handle a seller enforced for Abuse Inf Risk
AHS Contact Management - BAP
What is a Beneficial Owner?
“Beneficial Owner" is defined as Any natural person(s) who, directly or indirectly, ultimately owns or controls the entity, i.e. holds more than 25% of the shares/voting rights in the entity If there are no natural person(s) owning or controlling the entity through ownership interests as defined above, a Beneficial Owner is any natural person(s) exercising control over the entity through other means ..“Other means” is defined as exercising control or having significant influence over the decision making of the legal entity, e g on the basis of the articles of association or statutes.
What are the Account Health Impact categories?
What would be the possible root causes for Cancellation Rate?
Issues with carrier
Drop Shipping
Pricing Error
Poor Inventory
Management /
Out of Stock (OOS)
Technical/Tool/3P Issues
Lack of packaging
material
Lack of staffing
Seller´s account got blocked 67 days ago and they request their funds in a PECM case, how you would help the seller?
60 days!!! Transfering the case to disbursement team.
You have received an inbound call. Seller is saying that they are in a very important meeting. What would you do?
In this case, snoozing the task is not possible. We would ask if they can provide the selling email address so you can give a brief explanation about the issue. If they are not accepting it at all, there you can inform the seller that you will be sending a PN about the issue. (time sensitive)
How would you guide the seller into KYC portal?
Take the following steps:
You have received an AHR pre-enforcement task and AHR score shows 136 at the moment. What would you do?
If the seller's AHR score is above 100. This means the Seller proactively appealed and no longer fits enforcement. Since the Seller has received a pre-call blurb informing about our call, use the guideline below:
You receive a task for LSR pre-enforcement, the account was queued for the same reason 4 months ago. What would be the appeal path for the seller?
quiz as they are not verbal appeal eligible.
Seller sends a PECM case and you found out after your investigation that seller requests a call two or more times or states their CMN link is not working, how you would help the seller?
You would proceed with a phone call.
What are the AHS Zero Tolerance Violations for all the AHS specialists?
Gross negligence or avoiding helping the Seller etc..
What are the type of information we require the seller for INFORM Consumer Act in their Seller Central?
Seller has 3 Trademark on Product Detail Page in their Account Health page to be addressed. How would you guide the seller? What are the available next steps ?
On the ground for which criteria, seller does not fit enforcement when they are queued for Late Shipment Rate pre-enforcement?
What is the structure of the response?
Greeting, Acknowledgemen, Empathy, Body, Resources, CMN link and survey link, Signature
You have reached out a seller in an outbound call, and you need to verify the security. Seller does not want to share their e-mail address due to security reasons. What would you do?
One-Time Pin Verification
What are the INFORM triggers?
Meeting Eligibility criteria
Change of Circumstance
Seller has 7 Parallel Import violation in their account and the seller does not know what Parallel Import means, how would you explain it to the seller and what would be the available next steps?
A Rights Owner (RO) has submitted a complaint to Amazon stating that the Seller has imported the brands authentic products into a country without the permission of the RO. In some countries, ROs may use their IP rights to prevent distribution into that country of genuine branded goods sourced outside of that country.
How would you explain "Skewed ODR"?
Skewed ODR: A Selling Partner has one NOTR A-Z Claim which puts the Selling Partner's ODR at 4%. However, upon reviewing the ‘Buyer and Seller Messenger’, the Selling Partner has several Buyers complaining about not receiving their items.
What would you do if you receive a PECM case from a seller whose MP status is Merchant (M@)
Annotate and resolve a task without further action, nor communication.
On an inbound call, you received following question:
“I do not want to sell on Amazon anymore. I don’t need to do anything, right?” What would you tell the seller?
“Having an account enforcement impact your ability to close it. Account closure request requires the account to be in normal status. I would encourage you to review the ‘Close your seller account’ Help Page to further understand the consequences, requirement and steps to be completed before you can submit an account closure request.”