CAP tools and verification
What does RSPR Mean?
*Bonus Question*
Where do we find RSPR?
Risk Stratification & Policy Recommendation
*+100*
CAP WEBSITE
What does RCLP mean?
Recipient contact landing page
To meet the safelist Criteria, the account tenure must be..
..over 5 years old.
In order for the customer to be safe listed, their account must meet how many criterias?
at least 3 out of 4
Police Report time line for 1st contact for concession has to be on or before?
DELIVERY DATE + 30 DAYS
This is used for gathering information for concession-related cases. It has information about the customer order and account history in one location.
CAP WEBSITE
What is the CAP CALLFLOW?
Determine Issue
Identify the correct Start here policy (start here)
Start here table 1
start here table 2
Follow RSPR
What are the four ARI account status types?
Bonus question
To meet the safelist Criteria, the account status must be..(+300)
NORMAL
Solicit
Warn
Closed/TEMP REINSTATED
BONUS
NORMAL
Customers contact Amazon stating they received a different item than what they order. For example, a customer orders a laptop and receives shoelaces.
Wrong Item
Incident Report Submission Timeline for Returns Related
Return the Incident Report on or before INITIAL REQUEST DATE + 30 DAYS
This is where CAP CSAs can quickly review concession activity, important data points, and order and contact history information for a customer account/order they are handling.
CAP WEBSITE
When should you use the RSPR workflow?
When the customer should NOT be safelisted
BONUS QUESTION: (+500 if done correctly)
-What are needed to process acceptable concession for Non-Returnable item - Visible damage/defect ?
-what about for Non-Returnable item - Part Missing?
SOURCE:
CAP / Photo Verification
policy for Wrong Item Return?
Wrong Item Return Policy
CAP / Returns / Customer Received Wrong Item
Incident Report Submission Timeline for DNR / Item Missing
Return the Incident Report on or before DELIVERY DATE + 60 DAYS
What is the blurb to use for police report request?
cap_request_police_report
CAP escalation transfer path for CHAT
US CAP Chat Escalation
SOURCE:
CAP / Escalation Transfer Process
To meet the safelist Criteria the account must have less than how many MDR(materially different returns) in the past 12 months?
less than 2
Last Word Policy
CAP / Lastwords and Disconnects
Incident Report Submission Timeline for Pre-Delivery
Return the Incident Report on or before PROMISED DELIVERY DATE + 90 DAYS
At times, we ask customers to submit Photo Verification for what reasons?
Bonus
+100 per correct answer
What is the CAP standard annotation format?
***CAP***
Contact Reason:
Did you ask the customer if they received a wrong item?
RSPR Recommendation:
Action to be taken:
Additional Context:
SOURCE:
CAP / Standard and Escalation Annotations
To meet the safelist Criteria, the account Concession to Order ratio should be less than..
..20%
What are the Criteria to check in order to have the customer safe listed?
Bonus point +500 per correct answer
•Account is over 5 years old
•Concession to Order Ratio is less than 20%
•Fewer blocklist SIC codes
•No DNR concessions in the past 90 days
The customer has __ days from the first request to provide a photo verification.
*Bonus Question*
-x2 per correct response.-
The customer can submit a photo verification up to __x within __ days from the first request.
Policy
CAP / Submission Timelines for Verification
INITIAL REQUEST DATE + 30 DAYS
Note: The customer has 30 days from the first request to provide a photo verification. The customer can submit a photo verification up to 3x within 30 days from the first request.