Fulfillment Channel
What is the available fulfillment channel?
SSA,FBA,CSBA,MFN(Self and Easy),AGS
What is F2P, and when we will use it ?
F2P is (Fulfill to Promise) and we will use this tool to understand and communicate the order’s status with the customer.
COD Fees refundable?
No, We will refund the CST for the COD fees if it was Amazon Error.
Refund SLA for Tabby?
5-7 BD
What is the prime annually and monthly fees ?
Annually : 140AED
Monthly : 16AED
What are the Self-Ship items fulfilled and returned through?
Sold and Fulfilled by 3rd Party Sellers
Return needs to be manually approved by the seller
If a customer cancels an item after placing an order that qualifies for free shipping, will the customer pay the shipping fee?
Yes, if the order total becomes less than 100 AED.
Which payment can be combined with GC?
Debit Cards And Credit Cards
CSBA Return policy
pickup :1-3 business days
Return : 7 days
Inspection : 4 days
total of 11 days
Which payment will be rejected for Prime subscription?
Tabby and Installment methods.
For MFN (Easy ship) which action you will not need approval from the seller?
Return request within the return window
What will happen if you receive contacts related to these 3 cases (Delivered not received (DNR), Item Missing, Materially Different or Wrong item) for Tamper-Proof Packaging
the concession workflow will be blocked, and you will need to transfer the contact to CAP if the SYSKA alert is shown
Amazon offers the customer 2 types of invoices, what are they?
The order summary & the Tax invoice (VAT)
Mina is asking about the return policy in general and you found a CAP banner, what should you do
DO NOT TRANSFER THE CUSTOMER, and inform the CST to our return policy.
If the customer cancels Amazon monthly Prime Subscription within the first 14 days, and they have used their delivery benefits on 2 items, they will receive a ……… refund.
0%
For CSBA which actions will need approval from the seller ?
Return request out of the return window, request invoice.
Jhon called us to claim that his order is DNR what is the steps you will follow in this case?
(Just Delivered Today)
1-Escalate to Delivery Station (Delivery station form)
2-If the DSL team rescued the shipment and it was delivered successfully, and the customer insists that they haven't received the shipment, process a refund or replacement after FRD
3-After the FRD has passed offer refund or replacement to the customer.
COD suppression reasons?
Order > 5,000 AED.
Frequent past order cancellations and delivery refusals.
Sellers don't accept COD as a payment method.
Extended warranty.
Global Items.
Om Mahmoud contacting us as she need to return her order and after she contacted the seller she doesn't get the response, What should we do ?
In this case we need to wait 48BH after that we will submit A-Z claim and ask the CST to wait 7 days to get the response from A-Z team.
What are the reasons for Prime free trial Suppression?
If the CST got the Free trail before on the same Card.
Sometimes If the CST subscribe with selected IOS device
You received a call from a customer inquiring about an order they placed with a value exceeding 100 AED, which still incurred shipping fees. In your opinion, what could be the reason for these charges?
One of the products the customer added to their cart is not eligible for free shipping because it is sold by a third-party seller. Items from third-party sellers are not eligible for free shipping, even if their total value exceeds 100 AED.
Hossam has reached out to inquire about placing an order for delivery to multiple addresses. The total value of his order is less than 100 AED. In this case, would Hossam be required to pay two separate shipping fees to facilitate delivery to the multiple addresses?"
No, Hossam will only be charged one shipping fee for the entire order, even though it is delivered to multiple addresses.
Taghreed contacted us as she has GC balance wants to transfer it to her BA, after checking you found we can't transfer her balance to BA.
In this Case what you think the reason for being not able to transfer her balance?
Not refunded from COD order.
She paid from CC and asked us to refund her amount to GC.
Store or Email bought GC.
She used amount from her COD refunded amount to GC and need to transfer the rest of her balance.
Marwan ordered XL shirt but he received L shirt he asked to return the item.
This is MFN self ship item, What is the solution?
Contact seller to request the return.
After seller accepts the return he will contact 3p courier to pick up the item (He will send shipping invoice to refund him)
SLA for refund the amount 7 days for the return and 5 BD to the inspection.
Customers who subscribe to Prime using our mobile application on Android devices Customers can contact us to manage their Prime membership
False
Customers have to use google play to manage their Prime membership