#OP_notes

Improvement

● show empathy to the customer,

● after greeting customer k rona sunke emapathy show karna
● after hold say thank u
● after hold after thanks say sorry for prob say resolution then mention time
● if cx ask for cancel chk fr alternative avable ask once if they want to wait x days or want cancel and do as cx says no need
to ask again
● switchrro mtlb Only use this scenario for returnable items. This includes items that are different from what was ordered or
described on website.
● we need to raise an investigation for ur concen

Verbiage’s
When CX asks why to fill Investigation:-
Sir from our end we have seen that the product was ok and this is a major issue by filling an investigation we can assure that this
will not happen again in future and will also save our company name and we dont want to harress our valuable customers.
Jyda customer fekega
sir we don’t raise an investigation then there would be a product loss seller loss company loss and the most important yours loss
that’s why sir we don’t want that you to suffer from this things now and in future too that’s why we want to fill an investigation

Pay balance me 4 hrs cheque me 10d

Refund Timelines Credit/Debit Card, Bank Account, Amazon Pay Later - 5 business days Amazon Pay Balance - Upto 4 hrs
Cheque - 10 days

HMD SURVEY:- After this call, a survey link is shared on your registered Email ID. I request you to kindly take the survey to allow
us to work on improving the experience for you.

Banerjee, Kaushik's message action menu

Iss call ke baad aapke registered Email id pe ek survey link bheji jaayegi. Aapke responses/pratikriya se hum apni service behtar
kar paaenge.

Order Status in AC3

Gift click holding and pending or failed verification not our job

Order status/Lost in transit

● in cap we basically handle FBA(return or replacement), MFN CS, EZCS types of order
● Untitled

Shipping late
edd se extend kr gya to frd tk wait krne bolene agr hogya to tk /// nhi to frd // nhi hua- (refund krnge/cod reorder)

Lost in Transit
delvery nhi hua nd tracking N/A

Form to fill up
Item missing- ARI,LMI.
item missisng (OTP &tamper proff)- ARI,LMR,FC
Non returnable for Cap - damage or defective order- ARI,
DNR- ARI & LMI

Image not to be asked

● MDR,
● Item miss,
● Pickup fail,
● Part missing,
● DNR,

#ARI to be filled at last before filling all forms

#MDR we fill SLP (FBA MFNCS EZCS)
only 1 space no spl character

Policies
Priority list:-
SDFC>>>>>LMI>>>>>ARI

Forms to be filled up:-

ARI (3 days)-

1. DNR
2. NR Damaged
3. Switchero
4. MDR

LMI (4days)-

1. DNR
2. Item missing
3. Wrong item
4. Rush delivery Switchro

SDFC(4days) (OTP/TP)

1. Item/Part miaaing
2. Switchroo

DNR:-
Fill ARI
Fill LMI- Ask Cx for Phone no./Alternate no.
SLA- 4 days, IF only ARI Filed- 3 Days. Give Cx- call back date.

Note: If the customer has received any other secured delivery on the same day and is missing the one they are reporting then
follow the above method, if they only had a single order to be delivered on a specific day and it was marked as delivered with
secure delivery then deny concession

ITEM MISSING:-(main item)

Review annotations Review if delivered using OTP and TP / TP (SDFC applicable), check the payment instrument Review CAP
website and see the total number of orders.

Fill ARI
Fill LML (Ask cx for phn num)
IF OTP/TP then fill SDFC

MFNcs for DNR/IM:-

If the customer have purchased an MFN-CS order and they are asking for DNR/IM we’ll resolve it in the follow manner Wait for
FRD (Applicable for DNR cases) EDD+3
File ARI and wait for 3 calendar days.

Part missing/Missing accessories:-

Review annotations Review if delivered using OTP and TP / TP (SDFC applicable), check the payment instrument Review

Fill ARI,
Fill SDFC if OTP/TP

Differnce b/w Part & Item missing:-

Diff tracking id - item missing
Same tracking id - part missing

Returnable - Switcheroo/Wrong item/Diff-(product/colour/specification)/used item (Secure):-

Review annotations Review if delivered using OTP and TP (SDFC applicable), check the payment instrument Review CAP
website and see the total number of orders.

Ask customer to share images of the wrong/switcheroo item they received.

Fill ARI,
Fill FC if OTP/TP

Returnable - Switcheroo/Wrong item (Non-Secure):-

Review annotations Review if delivered using OTP and TP (SDFC applicable), check the payment instrument.

Ask customer to share images of the wrong/switcheroo item they received.

Fill ARI
Fill SDFC if OTP/TP

Note:- For COD orders, when the customer is reporting any issues check with the customer if the bank information has been
added, if not ask the customer to add bank information and then progress to further steps.
If order was shipped with “Rush shipping” and customer is claiming switcheroo/wrong item received, we will fill LMI as well.

Fill form and wait for concession

Non settled Payment or not setlled cod

First tell them to wait for 72 hours from delivered date,

Check their bank account details and tell them to fill their bank acc. as per policy,
After 3 days if they call or they haved call ask for images if non returnable Switchroo or damage defective product has been
received & ari or directly fill ari

Non returnable - Damaged, Defective, wrong, expired, quality issues:-

Review annotations Fill out ARI Ask Cx to share images Review the images shared by customer and validate them.
If customer calls within 5 days of order then follow above steps if contact after 5 days then direct deny

Note If the customer hasn’t shared images even after asking three times on three different contacts, deny the concession and
last word customer by taking CASE approval If the customer hasn’t shared images even after asking three times on three
different contacts, deny the concession and last word customer by taking CASE approval.

ARI spl case undr this:-

 ● If the ARI says Deny/Close, then the image is inconsequential and concession should be denied.
● If the ARI says Solicit/Warn Account and the customer concession ratio is less than 5%, total completed orders are >99,
then check for the image. If image is valid, then a concession should be processed, else ask the customer to upload the
image in the correct format.
● If the ARI says Pass Account, then check for the image. If image is valid, then a concession should be processed, else ask
the customer to upload the image in the correct format.

Ingestible product safety:-

For any products which are to be consumed by either pet or humans and after consumption, the customer reports issues, such
fall under the case of ‘Ingestible product safety’.Eg. Customer found worms, insects, pests in the product or customer reports the
item to be spoiled, rotten, moldy or customer reports they found something inside the item, piece of wood, plastic, glass.

TREAT it as PRIMARY CALL.

If AMAZON Fresh Banner present- Transfer the call to Amazon Fresh Dept. If not-

Review annotations Ask Cx to share images by customer and validate them

Verify image and give the concession if deny u can also ask for images again.

Returnable/Non returnable - Precious Jewelry (not so imp):-

Identifiers: Category is listed as jewelry and the listing name includes the keyword ‘Gold’.CAP deals in two different ways when
it comes to precious returnable/non-returnable jewelry.

● Item missing:- If the customer is reporting item missing for jewelry, then follow the below steps.Review annotations fill ARI
and Category SIM(categroy sim wait 5 days)
● Item different from ordered/switcheroo/wrong item/damaged- Review annotations and fill ARI Ask Cx to share images
Review the images shared by customer and validate them File Category SIM(5days).

MDR:-
MDR is where the customer has returned incorrect/empty/wrong item back to us where they were delivered the right item.
Identifiers: In the order level annotations, you will have the annotations starting as the following or will have in app verification
status as ‘Failure’

1. FBA ORDER

Paragraph
Step 1: Review annotations
Step 2: Review the type of order
Step 3: SLP - https://t.corp.amazon.com/create/templates/5e6e33a7-8451-42e4-8c93-37412b13990a (sla - 4 days)
Single line
Wait for 14 days from pickup dates

2. EZCS/MFN-CS/Seller Flex order:

Paragraph
14 days wait from pickup
Single line
SLP 4 days.
Pickup fail:-
1. RMA should fail 3 or more than 3
2. Check annotation if ari/ lm is filled skip that fill rest (if both filled follow LM update).
3. no ARI/LM filled previously- fill ari lm
4. create 4th RMA
5. ask cx to wait for RMA if not done ask to connect on call back date.

Some other points to keep in mind:-

Lastword and disconnects:
In cases where you have given the resolution the customer as per policy however the customer is not okay or ready to listen to
what we have to say and keeps asking the same thing multiple times. This is a situation where we can use last word and resolve
the contact.
You should respond to the customer with the policy and explain them at least twice. After explaining twice, if the customer is
asking for the same thing again (Third time), we will use “Warn” statement from policy “Unfortunately, we won't be able to assist
any further on this issue. We're willing to provide any help you may need in the future. Is there anything else apart from the same
issue that I can help you with?”If the customer is still asking even after warning about the same issue, we will use “Closing”
statement from policy “As there's no additional action we're able to take over this matter, I am forced to release this call. Thank
you for shopping with Amazon.”

Closed temp reinstated account/ Closed account/ On hold:

When ARI team is able to justify that a customer is a definite abuser or has violated our terms and conditions, the that customers
account will be closed. After appealing, when the account is temporary re-instated to get things in order before it’s permanently
closed, the customer is given the access.
in such cases follow this
find ari anontations find an email sent from [email protected] /[email protected].to customer in sent to customer, note the date n
which email was shared and informed. the customer to revert back on the same if they have any issues releated to the contact.

Duplication:
Duplication is a process where we resolve our contact stating it has been already resolved earlier by someone else or by us itself
in the previous contact.

Criteria:
1. The issue of the customer should be same and it should be resolved.
2. The resolved contact and your contact should be within 6 hours of duration.

Transfer a call
For Language barrier we just need to search the language and then we can transfer the call.

Tech Support

IVMT/Returnable damage defective

Returnable Damage Defective then ask for images and transfer to IVMT
agr IVMT k banner h to direct transfer karenge agr nhi h banner h to image dekneg smj aya to tk resolution dedenge nhi to
transfer

Large Appliance:-
If customer calls regarding DNR/Item missing then if LIT banner available then transfer to LIT if not then handle it as per normal
cap call.

Installation issue hua to chyeh LIT banner h yah nhi transfer to krna compulsory

Other’s Case

Regarding Prime and amazon pay transfer them respectively

We will give annotations when transfering to Large product wla transfer and all where its needed

Primary call:-

If call is regarding Returnable call then just hear and solve the issue like u do,
If call is regarding Non-Returnable call then just treat it as CAP call