DNR
If I receive a contact with 3 day investigation period starting today, customer is educated to contact us back by:
10 November 2025
When does a retro charge can be applied?
If Customer is contacting about a mattress that is in the original box or packaging you shoulrd?
Initiate the return as any regular item.
What is wrong in this annotation template:
***CAP***
Contact Reason: Item missing
Did you ask the customer if they received a wrong item?
RSPR recommendation: Follow Retail policy.
Action to be taken: granted concession .
Additional Context: 111-111-1011
***CAP***
Did you ask the customer if they received a wrong item? Confirmed Item Missing
A separate PR in the same contact is required when:
Customers are not longer eligible for a concession after XX days from the first carrier scan or the initial return process
120 days
What should you do if the customer is contacting us about a multi-box shipment for which not all boxes have arrived?
Ask the customer to return the packages received.
What is the RW for an Amazon Haul Item ?
15 days
What should you do if the customer claims photo requests or refund denials violate their legal rights?
Escalate to DART
What should you do if the customer requests a refund for UPS pickup charges and has an annotation from the Accessibility team ?
Refund the Pick up charges
What should a Customer do to request a Manual Pick up in Canada?
forward the email to Amazoncanada@cevalogistics.com after adding the name, address, and phone number.
What are differences between Price Matching and Price Honoring?
Price honor/ Pricing concession exception: There has been an Amazon error and the customer wants to place a new order at the same price as their original order.
Price match: Credit the difference for an order because the item now has a lower price or the customer found a better price with a different retailer.
What should you do if you have to request a delivery photo but the cx is not longer at the Hotel where it was delivered ?
Request an Incident Report
What should you do if you have a High Risk return with a Paid by Customer return label that hasn't processed and with a Valid photo of the receipt received?
Issue a concession.
What to do if the customer is contacting about a mattress that is already open with a visible damage?
Follow CAP / Photo Verification to request a photo. Once photo is validated, issue a Returnless Refund.
We make exceptions for granting promotional certificates in MX for 3 limited cases:
If a predelivery order was returned to Amazon, the Returns Center processed the item and a concession is not issued, you should:
Request and validate the Pre-Delivery Incident Report: CAP / Incident report.
What is the Return Window for an Iphone?
Apple brand products can be returned up to 15 days after delivery.
What should you do if If a HBS item delivered by a third-party carrier (for example, 3XPL), package was delivered to an incorrect address and carrier is unable to redeliver ?
Grant concession.
Verdadero o falso: Para hacer Price Honor en MX store con Promotional Certificates, basta con que el cliente ponga el Item en el carrito.
Verdadero