Terms
Order Related
Concessions
200

What does DNR stands for?

Delivered Not Received
200

True or False


We can still cancel an order once it gets shipped.

False

200

What is your next step if the seller will not respond to the customer after 48 hours?

File and A to Z claim

300

What does FRD stands for?

Free-replacement date

300

True or False


We can process a concession for a DNR case even if the package is marked as delivered today.

False

300

Describe the difference between a damaged and a defective item. 

  1. Damaged Item:
  • Occurs after manufacturing
  • Result of mishandling, accidents, or improper storage/transportation
  • Usually visible or detectable upon inspection
  • Examples: scratches, dents, broken parts, water damage
  1. Defective Item:
  • Occurs during the manufacturing process
  • Result of design flaws, poor quality control, or faulty materials
  • May not be immediately apparent
  • Examples: malfunctioning electronics, structural weaknesses, missing components
400
What does MFN stands for?

Merchant Fulfilled Network

400

What is the difference between Delivered not Received and Item missing?

DNR - Customer did not receive any package at all


Item missing - Customer received an empty package / there are items missing on the package

400

What are the possible resolutions for a wrong item received?

1. Replacement

2. Refund

500

What does WMS stands for?

Where's My Stuff?

500
What is Amazon's standard return processing time?

30 days

500

What can you do if the customer reports that they received a package however it was not their name on the order slip?

Defective or Wrong / Switcheroos

600

What does DART stands for?

Dynamic Andon Response Tool
600

How many days can a customer return an item?

30 days

600
What can we do if the customer contacts us reporting that they accidentally returned a different item to Amazon?

Items accidentally returned to Amazon

700

What does CSBA stands for?

Customer Service by Amazon

700

What resolution can you offer if the customer is contacting about an MFN order?

Contact the seller

700

How would you deliver the information to a customer that is trying to return an item outside the return window?

A. ask for the reason of the return

B. check for exceptions if applicable

C. deny the concession if you must

M
e
n
u