Retail (Primary)- 5 types of orders
Types of sellers on Amazon.com
1) Shipped and sold by amazon (SSA)
2) Fulfilled by amazon sold by a seller (FBA)
3) MPM (Market place merchant)/MFN (Merchant fulfilled network)/3P
4) Customer service by amazon (CSBA)
5) Amazon warehouse deals
Types of shippings speeds an amazon.com
1) Same day shippings speed on amazon.com
2) One day shipping
2) Two days shipping
3) Standard shipping
4) Expedited
* No rush shipping for prime members he will get promotion certificate/ they will provid
Any order > 30 dollar eligible for free shipping
P O Box (Select as Delivery address)
1) APO - Army post office
2) FPO - Fleet post office
3) DPO - Diplomatic post office
Function Refund Replacement Contact seller
Product owned and shipped by Amazon Yes Yes N/A
Product is owned by seller &Packing and shipped by amazon Yes No N/A
Seller ships and owns the item (Only advertisement ) No No Yes
Seller ships and owns the item (Send back to amazon seller will Yes No N/A
collect from amazon warehouse)
Refurbished item (30 days return the item) amazon.com
Return to hebron warehouse (North Yes No N/A
america)/Repack/resell/refurbished
Non prime Prime
Zip codes (Particular time frame) Free
1day after item ships out from the warehouse Free
2day after item ships out from the warehouse Free
5 -7 days Free Free
not availabe locally - very far of warehouse (will charge)
delivery change 2-3 Days
s he will get promotion certificate/ they will provide some dollar for customer
y order > 30 dollar eligible for free shipping
Standard delivery only if prime member also
Base address (Place where he locatad)
Hub locker - nearest locker
Navy person -
CSC
CSC Purpose
Blurb
HMD survey
Blurblets
Policies
Articles
Reference
Forms
CIM Page
1) Papyrus
2) Sent to customer
3) Seller communication
Every customer contacted unique alpha neumeric id will be created
Associates
9hr
Phone associate only
Payment method (.com)
Credit card
Buy now pay later
Debit card
Gift card
Amazon pay balance
Amazon promotional certificate
line of credit
Concession histroy
CAP
TRM
Customer Account actions
.com
Customer service center- Tool
Received contact detail speak/mail/chat to the customer
Pre approved language (no need to type) for mail
How is my drive (Yes / No)
Pre approved language (no need to type) for chats detailed in the concise form
will tell associate wt to do in particular circumstances (all pre approved language will be available)
all the updated ionformation related to .com
How to take the action by guidance (guide step by step) to associates
will fill the form to send concern team (No longer use this)
Customer account will open up it has 3 sub tap
Page for recording (call/phone/mail) it can record anything
All the emails sent to customer will found in this (Only email)
If customer contact seller direcltly or associate contact seller behalf of cx's all the information will be
recorded here
cted unique alpha neumeric id will be created
For AUX status changing - In Meeting
15mts break + 30min Lunch + 15mts break
After phone call they will prepare to email then will go to available
Add to associate to customer account
installment basis
Concession abuse prevention
Transaction risk
Refund to order
How to do :
In USA
credit card
Gift cart
Debit card
Pick up option
Return
Glass item
Discount
Amazon.in
Amazon.com
AMZL
Life Cycle on order
Once placed the order within 30mins can cancel the order from customer end & before load truck can cancell thr
refuse the item during delivery stage it will come back to amazon warehouse
Major carriers in amazon.com
I book item as a gift to my friend
TSDBNR
Pre ship issues
Post ship issues
Click box - Order action enabled - Contact id (Alpha neumeric) - next - clarify issue (order related) -
problem with an order -
Take form - Carrer office - first scan (Amount will be credit to customer) - send to amazon warehouse -
Second scan
2-5 business day - Refund
1-2hrs 0nly - Refund
2-5 business day - Refund
Very rere - mostly DropOff -
Customer care contact - return label - send to carrer office
Broken - show policy exception action - returnless refund
if defective product willing to use based on the defects will provide discounts
for ordering the product - after placing order - money will deducted from card
for ordering the product - after placing order - when the item ships out from warehouse - money will
deducted from card
21st order placed - contact bank - hold the amaount - when the item ships out from warehouse - money
will deduct
Amazon logistic
1) Place on oreder
2) Fulfillment center (Item availability)
3) EDD - will be calculated automatically
4) Authorization of card (Customer for holding money)
5) Mail communication (Order is placed & EDD)
6) Packing the item
7) Goes on the truck
8) Local delivery hub
9) Delivery the order
10) Customer refuses (Item Come back) or Defect
11) Refund the amount
within 30mins can cancel the order from customer end & before load truck can cancell through customer care or
delivery stage it will come back to amazon warehouse
Mosrt important carriers
USPS - United states parcel/postal service
UPS - United parcel service
AMZL - Amazon Logistics (Own carrier)
Found defect - Order id - enter friend mail id
Replace - No issues
Refund - Mail address - Refund to the Gift card
Tracking souce delivered but not received
1)Undeliverable address
2)Out of stock (In stock while placing order - after placed order out of stock)
3)Back order - 5 person ordering (first 4 placing order same time but 5th one shows out of stock) if 4stock
only available
4)Stuck shipment - item - passthrough - conveyor belt - item is light -kicked out - travel - system struck
1) Damage
2) Defect
3) Delay in delivery
4) Missing item (10 spoons - 4missing) - discount option available / refund
5) Lost in transit (In the way) - carrier may lost item
6) Colour changed - Return (wrong item received)
7) Seller (MPM order) - contact seller - return label - send to seller
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Direct amazon employee Login id only alphabets
outsoure amazon employee Alpha neumeric
Order may be hav 10 times 2 from 1FC
5 from 1FC
3 from 1FC
Deliver will at once all
DART (Team manager)
Retrocharge 45 days
Resubmitted refund Amount pay to GC instead of card
Item return (not defective) 2 weeks for refund
1) 1 week - Receive material
2) 2 week - Refund to be complete
CAP Concession abuse prevention
SYSKA alert Stuff you should know about
Retail Business
Prime Benefits
Text book rentals Buy out price (within stipulated time not return the book they will charge for the boo
Customer received item as well as money (Cheating amazon)
ulated time not return the book they will charge for the book price)
Rental book Credit card should not expiry mean time
Gift card Email gift card (Electronic)
Physical card or Asinized (Alpha neumeric code) Scratch use
MPM
Retail - Query (Non retail not handling)
Transfer to the call
A9 app team - For retail seller
Amazon Locker
2LDAP Approval required
CS HIDE RETAIL - Done
CS US Chat - Done
Contact Medium
Email - Debricated
Phones
Any messages -
Replay should be
Greeting Thanks you contacting amazon
Acknowledgement I am sorry to not being delivered
Empathy
Resolution Refund/Replacing
Closing
Closing customer conversation
Chat contact Launch/Refresh chat window
Order level page
Order related details
Account level page access
Devices & Digital library
Retail team handling
Edit 1 click
Issue promotion certificate
Concession absue referrel
Reset password
Concessions
Contacts
CSC Teches team - Rectification - Contact
Profile assigned (Offline) Right corner
Order actioncomming not
We look forward to seeing you again soon please click the end chat link.Have a great day.
Since we have been idle for 5mins . I am now ending this chat
Kindle team
Add to cart
Buy now
Order delayed by 1 day - Bit late
5 dollors promotional certificate - Discount coupon
Lineant concession policy
Full form - for investigation
Ask proof
Order action drop dowm
Reset password
Refund
Replacement
Promotional certificates
if any other issues persist in same oder id
Providing Better service - Customer wont come back
Customer medium to buy
Web site
Application (Mobile)
Alexa
Edit 1 click Buy now
Amazon.in COD
Amazon.com No COD (Only chared once shipped throgh cards)
Delivered Contacts (Not delivered)
Refund / Replacement
Ask proof from Amazon customer abuse.
Concession work flow page - Consession (Refund/Replacement)
RTM Wt OX particular using (Only manager) from associates
HTM Details of the contacts (How many attend/ forward) from associates
Performance portal Inspire
Handle contacts - Feed back from customer
Policies/Reference/Form Customer quries reference
Wizards Not been used
Follow up dashboard Promise the customer to connect tomorrow
stick with honor
Trainer contacts - SME
NA/AUS/SINGAPORE RIYAZ (NA KC introduction)
Add some documents to KC (Knowledge center)
Policy - What has to be done (Phone/mail)
ERCT Employe resource center team (180030002058)
