PROCESS NOTES
Contact Tenets
Our mission is to be Earth’s most customer-centric team . To achieve that mission
we remember the following tenets and use them on every contact:
1) Treat Every Customer as a Friend . We trust our customers. We show our
respect by being fair and honest. Be friendly and polite. Be your best professional
self. We keep our promises. We keep current on changes and are aware of new
information. We understand that each customer's situation is unique and we
never discuss how other customers might be impacted by a problem.
2) Reduce Customer Effort . Know your customer. Listen to their problem and
think through how it may impact them. Convenience is important to our
customers and we ensure that the CS contact experience is easy. With email or
chat, use simple and direct language that is easy to understand. On the phone, we
match the customer's pace and minimize their wait time.
3) Answer the Question Asked; Never Guess . We carefully evaluate each
customer question and answer it. We are precise and say with confidence only
what we know is true and relevant. When the answer is not available, we say so in
order to preserve customer trust.
4) Solve the Problem . Complex problem solving requires careful execution, good
judgment, and partnership with our customers to find the right solution that fits
their unique needs. We seek out and use available resources to ensure that we get
it right. In the end, solving the problem is what matters most, and it's what we ask
our customers to vote on after every contact.
5) Relentlessly Escalate on Behalf of Customers . When we see a problem, we do
something about it. We pull the Andon Cord, submit a trouble ticket, tell our Lead,
whatever it takes. It's our duty to escalate - and to not stop advocating for our
customers until the issue is resolved.
Call Flow:
1) Opening : Thank you for calling ***** Customer Service. My Name is < YOUR
NAME> .
2) Personalise : May I have your name please? How are you doing?
3) Ask : How May I help you?
4) Paraphrase : Rephrase the Cx’s concern in your
5) Empathise : ex - I’m really sorry you had to go through this. This is not the kind
of experience we want you to have as our valuable customer.
6) Assurance : ex - Please don’t worry, you are connected with the right person. I
will try my best to solve your problem on this call.
7) Verification : ex -Before I am able to help you, I’ll have to verify your account.
We do this to ensure that the correct account holder is calling us.
8) Prime Greeting: Thank You for being a Prime member.
9) Probing: Ask all the relevant questions and seek necessary details like item
name, order ID, series of events etc.
10) Initiate Concession Workflow : Select the correct and relevant workflow
based on your probing.
11) Offer Resolution options
12) Recap: So in order to ensure we have covered everything should I go over
whatever we have discussed?
13) Ask for further assistance: Can I assist you with any other issues?
14) Check for further satisfaction: I hope I was able to help you today!
15) Closing: Thank you for calling ******, I hope you have a nice day!
Item Categories
FBA (Fulfilled by A****n)
With FBA, A****n handles the fulfillment, shipping, customer service, and returns
for a seller's products. FBA also allows sellers to offer free two-day shipping to
customers through Prime. The seller is responsible for an item's inventory and has
the agency to decide if they want to provide a replacement or not.
SSA (Sold & Shipped by A****n)
With SSA, A****n owns the item's inventory. A****n handles the fulfillment,
shipping, customer service, and returns for the product. Customer's can get both
refund and replacement for SSA items.
MFN (Merchant Fulfillment Network) also known as Third party Orders
With MFN, third party sellers are responsible for shipping their products directly
to customers from their own location after receiving orders from A****n. Sellers
can choose to use their own logistics or work with third-party providers for
shipping and delivery.
These items are not covered under one or two day delivery, free shipping and
handling and free returns.
Types of Refunds:
1)Return and Get your money back / Refund on Return : The Cx is expected to
return the item(s) to get their money back. The item has to be received at the
A****n Fulfillment Center (Warehouse) before the money is released.
2) Get money back without returning the item / Returnless Refund : The Cx is not
expected to return the package and we issue a refund.
Refund Timelines :
● Credit Cards: 3 -5 Business days
● Debit Cards: 7 - 10 Business days
● Gift Cards: 2 - 4 Hours
Types of Replacements :
1)Replacement : We send the same item, we provide a return label and the Cx has
to return the item or they are charged.
2)Replacement w/ Courtesy Labels : We send the same item, we provide a return
label but the Cx is not charged if they don’t return the item. The Return is
optional. This is only applicable when the Cx has not received the original order.
3)Returnless Replacement: We send the same item and the Cx does not have to
return anything.
Return Options / Drop Locations and different modes of return:
1)UPS Drop Off / UPS Drop Off Points : Cx has to print a label , pack the item and
drop it at their nearby UPS store or UPS drop location.
2)UPS Labeless : Cx receives a QR Code/Scan code, they have to pack the item and
drop it off at their nearest UPS Store.
3)UPS Packageless / No Box, No Label : Cx receives a QR Code/Scan code, they
don't pack the item. They can drop it off at their nearest UPS Store.
4)Whole Foods Market (WFMS) : Cx receives a QR Code/Scan code. They can drop
the item at their nearest Whole Foods store. Cx’s don’t have to pack their items;
They just need the scan code and the item.
5)A****n Fresh / Staples / Kohl’s / Petco : Cx receives a QR Code/Scan code. They
can drop the item at their nearest Kohl’s store. Cx’s don’t have to pack their items;
They just need the scan code and the item.
6)UPS Pick Up : Cx has to package the item. UPS will send someone to pick the
package on the next business day with a mailing label. This report option is not
free and costs $7.99.
What is a promotional credit ?
Customer service issued Promotional Credits (Promo GC) are not a true method of
payment. They are "discounts," deducted from the item sub-total, before sales tax
and shipping fees are included.
When Issuing a Promotional Credit to a Customer, you should always share the
following information:
"I've issued you a $XX Promotional Credit, which is visible in the Payment section
of your Cart after you've added a qualifying item shipped and sold by A****n to
your order. Eligible funds will be automatically applied to your qualifying order
from the item sub-total, before sales tax and shipping. Once the promotional
credit is used, it'll be removed from your account and is nonrefundable"
The following are Promotional Credit restrictions of use that can be relayed to the
customer:
- Promotional Credits are non-refundable, non-transferrable or assignable, and
have no cash value.
- Promotional credits can't be issued to customers for items already refunded
- Promotional Credits cannot be used to pay for Merchant, FBA or Marketplace
items.
- Promotional Credits only apply to items that are sold and shipped by A****n.
- Promotional Credits do not cover sales tax or shipping charges.
- Promotional Credits may not be applied toward the purchase of gift cards
- Promotional Credits automatically return to the customer's account if an order is
canceled. However, promotional Credits are not automatically refunded in case of
returns.
What is a retrocharge?
In most cases (except lost or missing items), we want customers to return the
items we're replacing or refunding.
If they don't return the item, we'll charge them for the kept items. The customer
will be charged for the amount of the item, including tax, but in some cases may
not include shipping fees.
Exceptions to this process are when the items are:
● Marked as a gift
● Non Returnable items such as grocery, health and personal care, or hazmat
items
● Paid for by gift card
What is TRACES?
TRACES is the window that a Cx must wait to be able to request a refund or
replacement if applicable, due to the fact that usually items are scanned by drivers
before arriving at the specific shipping address by mistake
If the package is still within TRACES date. Use positive positioning to ask the
customer to wait.
Exceptions for TRACES are mentioned below:
● Customer has an event where waiting to replace would cause the event
deadline to be missed. For ex : Birthday gifts, Anniversary gifts, College
exams, First day of school etc.
● Item is required for medical usage or purposes
● The shipment was delivered with Photo on Delivery (POD) but the customer
is not able to locate the package or the photo shows a location that doesn't
match the customer shipping address.
