WMS
What is the standard delivery time for metro areas ?
2 to 3 days
What is the refund duration for credit and debit cards ?
5 to 7 business days
what is the maximum amount can be used to purchase an item with COD ?
EGP 25000
what is the prime annually fees ?
EGP 249
what is amazon standard greetings ?
Hello, thank you for contacting amazon customer service this is Marwan, How may I assist/ help you ?
what is the FRD ?
Free return/replacement date, as shown on system
what is the SSA SLA for returning the item ?
3 for pickup the item, after that it takes 7 days to reach the FC, then 3 to 5 days for inspection, refund takes 5 to 7 business days
can we use Meeza cards in purchasing an item
yes we can
can we use prepaid cards to subscribe in prime membership ?
no
what is active listening
Listening to understand: Focus on understanding what the speaker is saying, rather than responding.
what is the action you have to do if you found that customer's order tracking is updated as ( undeliverable) ?
you can request a refund but you can't request a replacement
what is the CSBA SLA for returning the item ?
3 days to pickup the item, returned items take 7 days to reach the seller, refunds are automatically issued to the customer within 2 days after the item is delivered to the seller.
COD fees are refundable.
false
What are Prime Benefits ?
Fast, free delivery
Popular films and TV programs
Exclusive deals
Prime Gaming
What kind of information that cannot be shared with the customers?
Bank Account/Debit/Credit.
what us the action you have to take if the customer has 2 DNRs on his account ?
first you have to check if they are from the same shipping company and then you have to make sure that these 2 packages are within 6 month and are not updates as DNR in the same day
customer is asking about how to return an item and you found a CAP banner, what should you do
DO NOT TRANSFER THE CUSTOMER
customer is inquiring about unknown charge what should you do
check customer transactions on the account
If the customer cancels Amazon Prime Subscription within the first 14 days, and they have used their delivery benefits on 1item, they will receive a ……… refund.
50%
what is the technique used while delivering unfortunate news ?
positive positioning ( emphasize )
Customer ordered an item and it has an EDD, then the shipment turns to be Unknown.
What is the needed action you have to do?
-Check the item Availability on the Web
-Check F2P tool
Advice the CST to reorder another item
What is the return window for CSBA items ?
The return window for all types of reasons for CSBA orders is 14 days.
How are you?
I'm fine
What is the delivery fees for same day delivery if the shipment will be on Metro Areas ?
EGP 17.5 for all Prime eligible items for orders below EGP 350
what is the best practice you should follow while keeping your customers informed? mention at least 3 items
Be honest with the customer even if there are bad news to deliver.
Be proactive about providing updates at key points in the process
Inform the customer with the SLAs clearly