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100

For a KYC pre-enforcement task, How should we proceed with the task if the seller´s compliance status is "Compliant"?

Annotate and Resolve the task

100

What does AHR stand for?

Account Health Rating

100

What is the seller facing threshold for CR? How many days are the order range?

Selling Partners must keep their CR below 2.5% or risk account deactivation. 7 days

100

Speaking of PECM Inbound Case Handling, for which sellers we shouldnt provide CMN link in our answers?

Individual Seller

Pending CC

100

What is the reason and subreason code that you will select if you handle a seller enforced for Abuse Inf Risk

AHS Contact Management - BAP

200

What is a Beneficial Owner?

“Beneficial Owner" is defined as Any natural person(s) who, directly or indirectly, ultimately owns or controls the entity, i.e. holds more than 25% of the shares/voting rights in the entity If there are no natural person(s) owning or controlling the entity through ownership interests as defined above, a Beneficial Owner is any natural person(s) exercising control over the entity through other means ..“Other means” is defined as exercising control or having significant influence over the decision making of the legal entity, e g on the basis of the articles of association or statutes.

200

What are the Account Health Impact categories?

  • Critical: Violations of this severity have serious and unacceptable impact on customers, or violate certain laws, regulations, or the rights of others. Any single violation with this severity immediately qualifies your account for deactivation. See AHR Pre-Enforcement Critical Violations SOP for additional details.
  • High: Given the negative impact these violations have on customers, or the degree to which they may also violate applicable laws or regulations, our tolerance for violations with a ‘high’ severity is minimal. 
  • Medium: Violations of this severity may significantly undermine customer and selling partner trust if they continue to occur over time.
  • Low Impact: We tolerate violations of this severity at low incidence rates because we understand that mistakes happen in the course of doing business.
  • No Impact: We tolerate violations of this severity because we understand that mistakes happen in the course of doing business.
200

What would be the possible root causes for Cancellation Rate?

Issues with carrier 

Drop Shipping

Pricing Error

Poor Inventory
Management /
Out of Stock (OOS) 

Technical/Tool/3P Issues 

Lack of packaging
material 

Lack of staffing



200

Seller´s account got blocked 67 days ago and they request their funds in a PECM case, how you would help the seller?

60 days!!! Transfering the case to disbursement team. 

200

You have received an inbound call. Seller is saying that they are in a very important meeting. What would you do?

In this case, snoozing the task is not possible. We would ask if they can provide the selling email address so you can give a brief explanation about the issue. If they are not accepting it at all, there you can inform the seller that you will be sending a PN about the issue. (time sensitive)

300

How would you guide the seller into KYC portal?

Take the following steps:

  1. Go to ‘Account info’ Banner in Seller Central.
  2. Go to Settings>Account Info to see the ‘Account Info Banner’ and click on Identity Information (or Upload Documents).
  3. This will bring you to the KYC portal where you will be able to see what documents are required.
  4. Through the KYC banner, the Seller will also be able to submit the documents.
300

You have received an AHR pre-enforcement task and AHR score shows 136 at the moment. What would you do?

If the seller's AHR score is above 100. This means the Seller proactively appealed and no longer fits enforcement. Since the Seller has received a pre-call blurb informing about our call, use the guideline below: 

  • AHR score is above 100 (At risk/Healthy Status) with no violation present on the Account Health page: AHS Specialist will not outreach seller and proceed to send Oops_OP_policy_ahs blurb since pre-call blurb is sent previously.
  • AHR score is above 100 (At risk/Healthy Status) with violations present on the Account Health page: Proceed with an educational call and send blurb education_ahs_postlaunch_ahr to educate on the outstanding defects on their account.
300

You receive a task for LSR pre-enforcement, the account was queued for the same reason 4 months ago. What would be the appeal path for the seller?

quiz as they are not verbal appeal eligible.

300

Seller sends a PECM case and you found out after your investigation that seller requests a call two or more times or states their CMN link is not working, how you would help the seller?

You would proceed with a phone call. 

300

What are the AHS Zero Tolerance Violations for all the AHS specialists?

Gross negligence or avoiding helping the Seller etc..

400

What are the type of information we require the seller for INFORM Consumer Act in their Seller Central?

  • Seller Identity Verification 
  • Bank Account Verification 
  • Business Address Verification 
  • Phone Number Verification 
  • Tax Information Verification 
400

Seller has 3 Trademark on Product Detail Page in their Account Health page to be addressed. How would you guide the seller? What are the available next steps ?

  • Retraction
  • Dispute
  • Forgiveness Path
  • Corrective Action
400

On the ground for which criteria, seller does not fit enforcement when they are queued for Late Shipment Rate pre-enforcement?

  1. 10-day LSR is less or equal than 4% and 10- or 30-day LSR is less than 30%
  2. Seller has not received more than 2 LSR warnings within the last year. 
  3. Seller has not had any appeals accepted for LSR/Reinstatements for LSR/ LSR enforcement within the last year.
400

What is the structure of the response?

Greeting, Acknowledgemen, Empathy, Body, Resources, CMN link and survey link, Signature

400

You have reached out a seller in an outbound call, and you need to verify the security. Seller does not want to share their e-mail address due to security reasons. What would you do?

One-Time Pin Verification

500

What are the INFORM triggers? 

Meeting Eligibility criteria

Change of Circumstance

500

Seller has 7 Parallel Import violation in their account and the seller does not know what Parallel Import means, how would you explain it to the seller and what would be the available next steps?

A Rights Owner (RO) has submitted a complaint to Amazon stating that the Seller has imported the brands authentic products into a country without the permission of the RO. In some countries, ROs may use their IP rights to prevent distribution into that country of genuine branded goods sourced outside of that country.

500

How would you explain "Skewed ODR"?

Skewed ODR: A Selling Partner has one NOTR A-Z Claim which puts the Selling Partner's ODR at 4%. However, upon reviewing the ‘Buyer and Seller Messenger’, the Selling Partner has several Buyers complaining about not receiving their items.

500

What would you do if you receive a PECM case from a seller whose MP status is Merchant (M@)

Annotate and resolve a task without further action, nor communication.

500

On an inbound call, you received following question:
“I do not want to sell on Amazon anymore. I don’t need to do anything, right?” What would you tell the seller? 

“Having an account enforcement impact your ability to close it. Account closure request requires the account to be in normal status. I would encourage you to review the ‘Close your seller account’ Help Page to further understand the consequences, requirement and steps to be completed before you can submit an account closure request.”