Carriers
What is the KC Resource that you can use to get carrier info?
Reference: Carrier Contact Information
What is the designed domain for our department in the KC?
Heavy Bulky Services
How do you know if a chat comes through pre-verified?
You get a chat! In order for the customer to contact us via chat, they must already be signed into their amazon account.
What must happen before a SWAP can be initiated?
Assuming the following is a transcript between an HBS agent and a cx where the chat was parked and transferred from previous CSA who identified the issue in previous chat.
Cx: I need to change the address on the order for my couch. It hasn't shipped yet, and I accidentally chose the wrong one.
CSA: bummer, what would you like for me to do about that?
Cx: I NEED TO CHANGE MY ADDRESS!!
CSA: ok I'll make a note of that.
CSA: Is there anything else I can do for you?
What did the CSA do wrong? What could they do to fix it? give specifc examples.
Did wrong: did not greet the customer, did not review full chat, did not treat cx as a friend, did not restate, did not clarify, did not offer explanation or self service options.
Should have done: used empathy, embraced contact tenants, let the cux know that they were looking at the options, CARED, review the order and determine if address can be updated or requires Form: HBS/Carrier Request
What is the weight limit for UPS PickUp returns?
150 lbs.
What part of the order is required before using F2P Visualizer?
Order Number!
What's the difference between parking or pausing a chat, and ending the chat?
parking/pausing will allow the cx to be connected to another csa within the same contact, and ending a chat will send the HMD and terminate the cx contact. They will need to fully initiate a new contact if they need to reach us again.
Which carriers can perform a SWAP?
AMXL, ABF, CEVA, FIDELITON, INNOVEL, NSD, PILOT, XPO
*during COVD-19, Pilot, XPO, ABF, and AMXL are the carriers that are primarly doing SWAPS.
Based on the following info, would the item be a Heavy Bulky Item or a Large Parcel Item, and why?
https://quip-amazon.com/7orzAiaT9tRl/HBS-Jeopardy
slide # 17
Large Parcel Item. the weight meets the requirements but not all dimensions meet the requirements of scheduled delivery.
When tracking a shipment on XPO Dashboard, what must you do before entering the tracking number?
Change the [Track By] option to reference numbe, then enter the tracking number found on CSC.
If you do not know the definition of specific jargon used during your research on a contact, where is the best place to start looking?
the Wiki! (w.amazon.com)
2 options; you can choose to wrap it up as a duplicate, if you can confirm that the exact issue the customer is referecing in the email has been handled by a live contact (chat or phone).
-or-
you can respond to the email contact by giving the cusotmer a confirmation of the resolution.
If the carrier is AMXL, how do you submit a swap request?
By adding the standard SWAP annotation in Shipment Notes, from the Add Delivery Instructions button.
If the FC listed on an order is XUSD, and the item has been pending fulfillment for 6 business days, with no shipping information, what do you do?
What are the four reasons for using the Form: HBS / Carrier Request? and how long does it take one of these requests to process?
1. Address Change Authorization
2. Signature Release Approval
3. Refusal in Transit
4. Delivery Upgrade
48 hours.
How long do you have to respond to email contacts?
4 hours.
*if you are flex, they must be wrapped up before auxing offline for a regular schedueld break in your shift.
What are the required annotations for a SWAP, and where do they go?
****SWAP REQUEST ANNOTATION****
Origninal Order Tracking ID:
Replacement Order Tracking ID:
RMA ID:
Return Center:
Order annotations and CIM.
What is the difference in the following nodes;
LEX2 \ XUSF \ VUKH
LEX2; FC3
XUSF; 3PL FC
VUKH; dropship
What types of return labels are available for HB Services and what's the difference?
Scheduled Pick-Up Labels: AMXL; AMXLPickup_US, Pilot PilotPickup_LTL_Mattress_US, PILOTScheduledPickupDR, XPO; XPOHEavyBulkyPickup
Other Pickup Labels: UPS; UPSPickupRS1, SWAP; HeavyBulkySwapPickup
Prepaid Labels: UPS; LabelLess_UPSDropOff and UPSDropOff
NOn-scheduled labels, non-pre-paid: AnyCarrier & LTL
Name all the tools listed in the HBS Toolkit
F2P Visualizer, Pandash, ASIN Debugger, Webpage Debugger, Hitch Tool, Hank, EFPM Tool (or Dropshipper Tool), FC word glossary, Order condition notes, FC Map
What is the difference between Blurbs & Blurbetts?
Blurbs are shorter explanations to common sitatuions and used for chat.
Blurbetts are expanded information that can be inserted into emails.
What do you do if a SWAP has not yet been completed but the replacement order has already shipped out?
Check to make sure that a swap was requested by checking annotations. Follow Policy: HBS / Returns
What would you do in the following situation.
Customer ordered a treadmill and the carrier lost the item, so we created a replacement. Customer contacted in after traces, and we discover that the replacement was lost as well, so a refund was created. 2 days after the refund was completed, the customer contacts back stating that the item arrived and would like to pay us back. A retrocharge was created through Paystation. Customer then contacts back stating that the replacement is defective and would like to return the item for a refund.
Policy: HBS / Transfer / Retrocharges