SIM Basics
What is SIM standing for?
Simple Issue Management
How is Leia getting activated
Through selecting the SIM Quick link on the SOP
What is NVA standing for?
Non-Value-Added
What is the impact on Reopen Cases?
Increase of RO (Reopen Rate) causing extra work for both the seller and associate
Which 7 SIM Ticket Statuses are existent?
Assigned
Researching
Work in Progress
Pending Requester Information
Resolved
Closed
Where can the Leia Workflow been found
Why should we avoid NVA Tickets?
Slow down resolutions, waste time and impact Seller Experience + Impact as well your metrics
Name 3 reasons for cases to become reopen
1. Incomplete or Inaccurate Answer
2. Follow-up Question
3. New Issue
4. Satisfaction Feedback
5. Complaint & Disputes
What is a WATER Rule and where can it be found?
Workflow
Automated
Ticket
Event
Responder
Water Rules are created by resolver groups to help Associates provide all the necessary information for a particular type of SIM Ticket.
The water rule can be found in the Communication tab of the Ticket.
What happens after Workflow completion?
Leia is attaching the SIM Ticket automatically to the case.
What is the definition of an attachment?
An attachment is an image, email thread or other file attached to the ticket to provide evidence, clarification or satisfy a legal requirement.
What is RO (Reopen Rate) and how is getting calculated?
(Total Reopened Cases) รท (Total Resolved Cases) x 100%
For which 3 issues can we request help from SIM Resolver Teams
1. Suppressed ASIN
2. Reimbursements
3. Troubleshooting listing issues
Name 3 features of Leia
1. Launches from Quick links in SOPs and PWFs
2. Confirms if screenshot is required before creating a SIM Ticket
3. Uses Information from the case to search for potential duplicate tickets
4. Requests reason when rejecting potential duplicate tickets
5. Prevents from relating SIM Tickets to the Paragon Case that have not created through Leia
Name 3 reasons why a SIM Ticket will be classified as NVA?
1. Link to accurate nearest SOP missing
2. Required documents not attached
3. No troubleshooting steps performed
4. No summary of seller issue
5. Missed check for existent duplicates
Provide an example reason for a Non-controllable & Controllable Reopen Contact
Controllable:
Incorrect information shard; Not all questions answered; wrong SOP followed; etc.
Non-Controllable:
Seller disputes policy; giving feedback to case resolution; open case with new request
When do I need to add additionally the most suitable SOP to the SIM Ticket?
When SIM Ticket was not raised automatically by Paragon Workflow
Describe the Leia Workflow for Duplicate Tickets
1. Launch Leia and enter the Case ID
2. Verify required attachments and case details
3. Review and select any matching existing tickets
4. Add the selected ticket to the current case
5. Update Case status to Pending Amazon Action
Which components are included in an Accurate Ticket?
1. SOP Link
2. Required Attachments
3. Troubleshooting Steps
4. Clear Description
5. Duplicate Check
How do we handle multiple requests in one contact?
Researching both issues and provide solution through combination of outcomes into a coherent text.