Concession Types
Frank called Amazon to get help with a TV he had recently ordered. He let the agent know the TV he ordered was supposed to come with a remote and the remote was missing from the box. Frank is requesting that he gets 50% off the TV for his trouble.
What concession type would you choose on the RSPR?
: Items/Parts Missing
Answer: Survey/HMD
MNL boi received a call from a customer who’s requesting a return or a refund for an item that she ordered but suddenly became defective. Here’s the order details:
Date of Contact: Nov. 13, 2024
Order ID: 3587383-87839763-948694
Order Placed: March 24, 2024
Delivered: March 27, 2024
Item: Robot Vacuum
Amount: $84.76
Sold by: Samsung
Fulfilled by: Amazon
What will you do?
Answer: Advise cx to contact the manufacturer
You fill me out with what actions you took/are taking on the account during the contact. What am I? Example: Asked for a Police Report.
Answer: Actions to be taken
If the customer’s account status is WARN and the customer still continues with the abuse, what will happen to the account eventually?
Answer: It will be closed.
Kimberly called Amazon to request a refund for an item that she ordered. Upon checking, it’s already out for delivery but 2 days past PDD.
What concession type would you choose on the RSPR?
Answer: Pre-delivery
I record important details including previous customer interactions and resolution preferences, helping you understand and address customer issues effectively. Who am I?
Annotation
Grace received a call that an item that the cx ordered last 5 months was recalled by the company who manufactured it. What will you do?
Answer: Walkthru the cx to the email sent to him/her about the recall and filing a claim (or to the manufacturer’s website)
Complete me! SIC stands for Standard __________ Codes
Issue
If the customer would like to appeal a decision about their account closure due to abuse, where will you transfer the contact?
Answer: ofm@amazon.com
Khazandra requested a replacement for an item that she received damaged. She said the previous representative requested her to submit a picture and an Incident Report. Here’s the order details:
Order ID: 123455-762892-85658
Tracking ID: TBA893859347593
Item Name: Acer GN246HL Bbid Gaming Monitor
Delivered: Nov. 13, 2024
Sold by: Acer
Shipped by: Acer
Amount: $385.89
What will be your next step?
Answer: Contact Seller. Previous advice to the cx was incorrect because the item is MFN.
I describe the action recommended by the CAP website. Not all contacts may require this information. In situations where this information is not required leave me as blank or N/A. Who am I?
Answer: RSPR Recommendation
Concession Risk Level: Low Risk
Can you share the risk level with the customer?
NO
How many MU contacts you may take at maximum?
Answer: 3
If the customer account status is SOLICIT, it means they already received a warning about violation of Amazon terms for how many times already?
Answer: 1
Leah called Amazon to get help with a TV he had recently ordered. He let the agent know the TV he ordered was supposed to come with a freebie of an extra remote. The package only contains one remote in the package upon opening it. What concession type will you choose on the RSPR?
Answer: Item Missing. Because the only thing inside the package is the freebie and not the actual order.
I am a pre-written messages you can send to the customer to ensure that Amazon delivers a consistent message to the customers. Who am I?
Answer: Blurbs
It helps create a lasting impression on the customers and improve Amazon customer experience. What part of account navigation/process is it?
Answer: Wrap Up
It is the only exception in CAP.
Safelisting
Together with our SME, Khazandra, our team POC whose last name is Victorio joined us this week –what alphabet letter is the nickname of our team POC?
B
Bini received a call from a customer who’s requesting a return or a refund for an item that she ordered but suddenly became defective. After running RSPR, it says Outside Return Window. Will you contact CASE for a return exception? Here’s the order details:
Date of Contact: Nov. 13, 2024
Order ID: 3587383-87839763-948694
Order Placed: March 24, 2024
Delivered: March 27, 2024
Item: Robot Vacuum
Amount: $84.76
Sold by: Samsung
Fulfilled by: Amazon
Answer: NO. 120 past return windows = no need for CARE consult
Whether you sent an email or blurb or not, the customer will receive me automatically. Who am I?
HMD
Jomie received a call about a DNR item. At the beginning of entailing the resolution to the customer, he received an email contact with an “URGENT” word on the email subject. What shall Jomie need to do?
Answer: Continue with the call. Always prioritize live contact.
What will you open to quickly review concession activity, important data points?
CAP website
Scenario: Customer called in Amazon to request a refund for an item that she didn’t receive.
Order details:
Date of Contact: Nov. 13, 2024
Item Name: Labubu doll
Order Status: Delivered
Delivered: June 4, 2024.
How will you assist the customer? Act it through a mock call.
Concession denied because it’s past 30 days.