General Actions - 1
FUs
General Actions - 2
General Actions - 3
100
What are the actions to take post sending the initial notification to sellers for an UPR case type?
Submit SR for all sellers
Follow CR
Post MNR execution, update CF and resolve SIM
100
On which day should the first follow-up be sent for NOV cases?
7th Calendar Day
100
What must be included in the fee message for sellers with sales in both US and CA?
The total amount in USD and CAD
100
What should be done if the Selling Partner responds after the Fee Message with valid POE and has more than $500k in their 40% of total sales value?
1. Remove Stackable Reserve only if the seller has >$500k in their 40% of total sales value.
2. Cancel Enforcement, if previously requested to this individual HIS only.
3. Cancel Customer Remediation, if previously requested.
4. Send Acknowledgement blurb.
5. Document actions performed on RLS SIM.
200
What is the next step if no phone number is found in Paragon for unresponsive HIS?
Request CFAA report for the unresponsive HIS whose phone number was not found in Paragon
200
On which day should the first follow-up be sent for PD cases?
5th CD
200
What is the threshold for requesting seller enforcement in NOV/PD & Surveillance cases?
>$500k -> NOV/PD
NONE -> Surveillance
200
What action should be taken if the Selling Partner states the regulatory agency confirmed NO Recall action will be processed and POE is valid?
1. Confirm POE is valid on 3.8. Appendix H - POE Validation Guide section.
- If POE is not Valid or not provided, tag PT for next step confirmation.
- If POE is Valid, proceed with below steps before tagging PT:
a. Remove Stackable Reserve for All sellers from Sales data.
b. Cancel Enforcement for All HIS sellers, if previously requested.
c. Cancel Customer Remediation, if previously requested.
d. Tag PT for next step confirmation.
300
What action is required before send the first FU blurb for unresponsive sellers if the total refund amount exceeds $500k?
Search for HIS phone number and request calls to PT on RLS SIM
300
On which day should the first follow-up be sent for SDSP & STP cases?
3rd CD
300
What is the enforcement decision for internal sellers/vendors?
No enforcement applicable
300
What should be done if the Selling Partner responds in a new or reopened Paragon case and RLS SIM is resolved?
1. Tag the RLS PT member assigned to your case and wait for instructions on how to proceed with the case.
2. Go to the Information tab in the RLS SIM.
3. Click on +Add Labels
4. Select Engagement Post Resolution
400
What is the sales threshold for external sellers to be excluded from the first Stackable Reserve submission in NOV cases?
>$500K
400
On which day should the fee message be sent for SDSP & STP cases?
7th CD
400
What is the role of Customer Remediation (CR)?
To execute Messaging & Refunds to customers
400
What should be done if the expected Posting Date for the Public Recall announcement is postponed?
If the expecting Posting Date for Public Recall announcement is postponed, follow the below steps:
1. Send the respective blurb from this table and document action on RLS SIM.
2. Update posting date on the Public Recall notification SIM without consulting with PT. Refer to Pre-Publication Notification (Seller-Initiated Recalls). Section (step 3).
500
What is the action taken for vendors post 24hrs of second FU is shared?
Resolve Paragon case and follow Customer Remediation Process if vendor is the only HIS in the case.
500
On which day should the fee message be sent for NOV & PD cases?
NOV: 14th
PD: 11th
500
What is the process for minor sellers when case moves to MNR?
Send fee message
500
What is the first step if the Selling Partner shares the expected Posting Date for the Public Recall?
If SP shares posting Public Recall date with or without POE, follow the below steps:
1. Send the respective blurb from this table and document action on RLS SIM.
2. Create Public Recall notification without consulting with PT. Refer to Pre-Publication Notification (Seller-Initiated Recalls). Section.