Third Party Seller
Already Tagged as Delivered Today and its from a Third Party Seller. What is the next step?
Contact Seller
Process concession and create the driver delivery feedback
Customer is returning an item that he no longer needs
- Return window has ended already
- Customer said he just forgot the return window.
Would dart approve for an exception and how would you explain it with the customer.
Dart would deny
There is an unauthorized activity on the customers account which the customer did not change. The email has been changed without the customers knowledge.
An Account
This Account
Report Something Suspicious
I found an activity on my account that I did not recognize
Name 3 team members of your wave
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How long (timeframe) do Amazon allow the third-partner seller to respond/assist once they are contacted?
48 hours
Situation: Order is delayed, customer needs the item as a gift for his son's birthday tomorrow.
Please provide your own empathy statement.
*each team will provide entry
-best empathy statement wins the points.
Customer received a missing part on the order. Customer is asking if that missing part can be delivered instead.
You only have a replacement or a refund, what is the best option.
Process the replacement
Get the missing part on the replacement and just return the replacement order
Annotate about the change.
Customer is asking for the promotion that was applied on the order. How to check for the promotions that was applied?
Open Orders and Click Order
Open Payments
Show Promotions
Total Team members of your wave
23
The customer has a Mobile Only Account and they want to contact the seller directly regarding their third party order. How can they locate Amazon's Buyer-Seller Messaging Service?
E-mail correspondence between the customer and a seller is visible in 'Your Account' by clicking "Message Center" under the "Email alerts, messages, and ads" section (website), or by selecting 'Your Messages' (app) and going to the “Buyer/Seller Messages” tab.
Transportation Concession Eligibility Service
TWIST
Please select a person that will answer the question
There is 2 items that were damaged and is supposed to be returned on 2 different labels. However customer returned both in 1 label, please explain how to process this order.
A gift was delivered but the customer did not received it. She never got an order number but she said it was part of her wish list. Please show us the navigation on processing a concession.
Amazon List
Ask for the Name of the List
Ask for the name of the item
Get the order number for concession.
Full name of your Trainer
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Customer did not receive the correct item and the seller has been contacted already. 48 hours has passed and the seller did not make any coordination in regards to the order - what is the next step?
A to Z Claim
PICK A TEAM (IF ONLY 2 TEAMS THEN THE SECOND TEAM WOULD NEED TO ANSWER)
IF THE CHOSEN TEAM GOT THE CORRECT ANSWER THEY WILL RETAIN POINTS
IF THE CHOSEN TEAM GOT THE INCORRECT ANSWER
THE TEAM WHO PICKED WOULD BE THE ONE TO GET POINTS.
What are the acceptable reasons for contacting dart whenever you had
A customer returned a personal item that was not supposed to be returned mistakenly. Customer is asking if the personal item can still be retrived.
Contact Dart
If the item is already at the FC it may not be returned anymore - Set expectation
A battery is delivered damaged and is unable to be returned due to the risk of being a hazardous item - Please give us the steps in order to get a concession.
Item Missing - No
Is anything Damaged - Yes
Whats Broken - Item and Packaging Looks Damaged
Could you provide more Details - Unsafe for return
Full name of your TA
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How do you explain and set proper expectation when the shipment is marked as "undeliverable" or "return to seller" (in-transit) due to damage and no option is available in your AC3 tool.
Our system automatically begins processing a refund after the undeliverable scan. - You'll receive two emails: one requesting a 2-day wait period, and another confirming the return. - The refund will be processed within 7 days of the undeliverable scan. - Once processed, the refund should appear in your account within 3-5 business days. - If you'd still like to receive the item, you need to place a new order.
Iphone is damaged and needs to be returned.
For iphones - UPS pickup is the only available option
Customer is on a remote area where UPS cant find the area and customer is requesting for a drop off label instead.
Have it be picked up on a different address.
Its been 30 days already since the item was returned by the customer and no refund has been processed what the navigation to get a concession.
Is anything Missing - No
Is anything Damaged - No
Whats Wrong - I've returned the item but did not received a refund
Name 10 of your team members