hari notes

Call Flow -
Authenticated Call: - Thank you for calling Amazon customer service, my name is ___________,
Could you please verify the registered name on your Amazon account?
Unauthenticated Call: - Thank you for calling Amazon customer service, my name is
___________, Could you please spell out the registered email address on your Amazon
account?
Or
Unauthenticated Call: - Thank you for calling Amazon customer service, my name is
___________, Could you please help me with the registered phone number associated with
your Amazon account?

C.I.V – (Verification/Authentication)
To access your account, we need to complete a quick verification process, A link will be sent to
your registered email address & phone number, if you are logged into your Amazon app you
might also see a notification. All you have to do is access the link and click on approve.

If the customer clicks on approve: - thank you for verifying your account, how may I help you
today?

If the customer says I don’t have access to the email address or phone number – I am sorry to
hear that you don’t have access to your email and your phone number, in order to assist you
further we would need to verify the account. I would request you to please call us once you
have access for further assistance.

Hold Procedure
Permission + Time Frame + Reason = Hold
May I place your call on hold for 2-3 minutes, while I check my resources to assist your further?
Back from hold
Thank you for being on hold, I really appreciate your patience

Refreshing hold
Thank you for being on hold, This is taking longer that expected, I request you to please be on
hold for 2-3 more minutes while I check my resources.

If I understood you correctly

 I apologize for the the inconvenience caused due to refund or order delay.
 Let me see what best i can do for you

 I see that we have 2 options available for you

 Refund is the best possible thing i can do for you.
 we will do our best to avoid this

 i am afraid we don’t have enough options to assist you with this

I will issue refund on return of item

would you prefer printable label or Non-Printable (QR to print) label ?
I will send a email with return label which has to be attached on the package
would you prefer the refund to be transferred to OPM or GC
where would you want me to process the refund ? the OPM or GC ?

June 5 - Charges
Payment Issues :
 The amount that was authorized will be released back into your running balance
within 3-5 business days
 The amount has been frozen by bank and will be released
 Go to the bank if money is not released within 3-5 days
 We do not have any visibility on the reason for declined

Retro Charge : - If customer don’t return the items after the refund , we charge the customer
for not returning
Error : - while returning the items they might be mistake in placing return label , so the
customer maybe charged again for not returning products with different labels → the we can
process the refund amount that retro charge

Charge Back :- if the customer do not receive the product, we process the refund. If they
receive the product after we processed the refund -> we can charge back the customer

1. I believe there was a miscommunication between return and billing department. I will
clear this up on your behalf and issue the refund. You will receive your refund within
5-7 business days

I apologize for the inconvenience. It seems there has been a miscommunication between our
returns and billing departments, leading to this issue. I'll resolve this for you immediately by
issuing a refund. You should receive the refund within 5-7 business days.

Retro Charge - ☝️☝️☝️☝️☝️☝️☝️☝️☝️☝️☝️

Unknown Charges :-
Transaction History :
1. we will check Last 4 Digits of card
2. We will check the Date of Charge
3. We will check the Amount Charged
4. we will check Charge description ( why it is charge will be known here )

Unknown Charge Questions -

1. Could you help me with the last 4 digits of the card which was charged?
2. Could you help me with the date, when your card was charged & the amount?
3. Could you tell me, if there is any charge description mentioned for the charge ?

If transaction history is not visible then VISIT BANK and it is not amazon problem

I’m Afraid that transaction history is not available, Please contact the bank and dispute the
charge.
MFN item :
I see the item was sold by a third-party seller which means an individual/independent seller
who sells their products on the Amazon platform. But don’t worry, to assist you further with
your order I will go ahead and contact the seller on your behalf and let them know about this
issue to request them for a replacement/refund.

The seller will need to respond within (48 hours) if they do not respond to you within the given
time frame. Amazon will step in and file an A to Z claim against the seller which means we will
go ahead and help you with a refund.

Claim Teams investigation will take minimum of 7 days to investigate the issue and once the
issue is verified and resolved. you will receive refund in 5-7 business days into OPM only.

JUNE 4 NOTES

Call Flow :-
 Introduction
 Authentication
 Help Offered
 Empathy
 Paraphrase & Assure ( I CAN SEE THAT ......... & ok don’t worry I will help you out
 Hold
 Appreciate
 Resolution

Call Flow Check List :-

A B C D
1
2 Call Flow Check List
3 Call Opening / Greeting 0
4 Verification / 0
Authentication
5 Active Listening 0
 6 Paraphrased 0
7 Appropriate 0
Acknowledgement /
Empathy
8 Assurance 0
9 Appropriate Hold 0
Procedure
1 Appropriate Research 0
0
1 Accurate Resolution 0
1
1 Followed GRO 0
2 Approach
1 Clarity Of Information 0
3
1 Offer further assistance 0
4
1 Closed Call 0
5
1
6

If I understood you correctly

Let me see what i can do for you
I will issue refund on return of item
would you prefer printable label or Non-Printable (QR to print) label ?

I will send a email with return label which has to be attached

would you prefer the refund to be transferred to OPM or GC

where would you want me to process the refund ? the OPM or GC ?

Transfer Procedure :-
 Click Merge to connect calls
 Would it be ok if I transfer the call to concerned department

Defective / Damaged / Item parts Issue / does not meet

expectations / no longer wants item

 (Return Or Replacement)ROR - Return Label

 Email / Message Center
 Bar Code
 Refund information to Email
 ROR is issued for each item with different return labels
 The Refund is initiated when the item reaches FC & an email is sent to customer when
the the bar code is scanned at the FC

Types of Returns Labels :- return labels are only valid for 7 days
Prepaid - Customer need not to pay anything
 Royal Mail (or) Evri / Hermes :
Drop-Off Labels:
Printable Label -
Non-Printable Label - labelless or QR code.

would you prefer printing label or QR to print label ?

Collection Labels :
printable labels
Royal Mail- can select specific date except sunday
Evri - 2 business days

Postpaid - 3P Seller / International Return

 Return Postage Receipt(pay and get receipt and send it to get refund) →
[email protected]
Return-less refunds :-
 Unsafe for Return
 Battery Lithium
 Order value is less than 30 GBP
 Perishable Items(oils, juices,...)
 Medical Aid Items

Return Timeline :
 From the date of return - upto 2 weeks it reaches the FC then the Refund is Initiated
 Advance Refunds : Immediate refund and return in 30 days

would you prefer the refund to be transferred to OPM or GC

If I understood you correctly
Let me see what i can do for you

Replacements :-
 Only SSA orders have Replacement Option
 If inventory is controlled by 3P seller, No Replacement
 Replacement Created will have a new order id (mention EDD or GDD and it will arrive
within 24 to 48 hours)

MFN-Merchant Fullfilled Network :-

 Inventory and delivery controlled by 3P
 Resolution Lies with the 3rd party Seller
 A-Z guarantee of customer service
 Associate contact 3P and Resolve the query of customer
 Associate will request the customer to wait for 48 hours to investigation via Email / via
buyer or seller messages in Message Centre
 If Seller not responded, then we can file a A-Z claim. Claims Investigation Team will take
minimum 7 days to investigate the issue and issue a refund or replacement. If claim
denied, customer can appeal with additional information 2 times.
 All MFN item’s refunds reflects in the OPM