Migrating AMZ Customer Service Issues to CSRs

A-Z Guarantee Claims

Customers can dispute our 100% guarantee via AMZs A-z Guarantee Claim option. An automated email notification with a subject line including the order number and Immediate Attention Required: A-to-z Guarantee Claim against Amazon.com order will be received.
Respond via the AMZ interface by logging in, selecting Performance, then A-to-z Guarantee Claims. Unresolved cases will appear or, you can select All Claims Resolved or pending cases will appear in additional options , i.e. Under Review, Resolved, etc. Prior to Representing Case, gather all shipping information, delivery information if available, and view any received/sent messages concerning this order to be submitted in our response. Dependent upon the customers claim, we should Provide More Information to AMZ, or Refund Buyer. A sample response when selecting Refund is as follows:

If the item is of low cost, we can email the customer expressing our apologies and advise that they do not have to ship the item back to us. Then, refund the customer in full. If Refunded, we will receive an automated message from AMZ w/in 48 hours stating that the claim has been closed due to the issued reimbursement. A sample response when selecting Represent Case is as follows:

If we accurately represent our case, AMZs claim investigator will usually side in favor of the buyer, but will also reimburse the claim directly to the buyer then close our claim.

Charge Dispute Inquiries

Customers can dispute transactions via AMZs Charge Dispute Inquiry. An automated email notification with a subject line including the order number and Your Immediate Response Required: Charge Dispute Inquiry will be received. It appears that the majority of the time, we have already shipped the item though the automated message asks not to ship the item if not already shipped.
Respond via the AMZ interface by logging in, selecting Performance, then Chargeback Claims. Unresolved cases will appear or, you can select Action Required from drop-down menu to view. Resolved or pending cases will appear in All from drop-down menu.

Prior to Representing Case, gather all shipping information, delivery information if available, and view any received/sent messages concerning this order to be submitted in our response. A sample response when selecting Represent Case is as follows: This item was purchased on XX/XX/XX and shipped to the customer on XX/XX/XX via UPS. The tracking number is: XXXXXX. We received no messages, emails, phone calls from this particular customer that the product was received damaged or inferior compared to expectations. We include a UPS and USPS prepaid label within each package that the customer could use to return merchandise. If the customer does not choose to use this label, or the Amazon label, they are responsible for shipping costs and can use the below return address: Plow & Hearth Returns Department 7021 Wolftown-Hood Road Madison, VA 22727 Once the item(s) are received in our returns department, we can issue a refund. If the customer has since returned the purchase, and a refund was issued, supply this response and supporting information in Represent Case response. Once submitted, you will receive an automated message from AMZ stating that they received our response and that their review process will take a few business days. (The process can take up to 90+ days to resolve) Save all documentation!!

Orders at Risk for Cancellation

The below pop-up alert signifies that there is an order at risk to be cancelled:

To resolve, click on the Manage this order hyperlink in the pop-up box. The next screen will look like this:

Dependent upon the information provided in MOSIS, we will need to either Confirm Shipment or Refund Order.

Photo Changes
If a product image features more than the one SKU and causes customer confusion, one of the following needs to occur (in order of escalation): 1. Find an alternate subproduct image on file, 2. Crop an existing image to single-out the SKU, 3. Ask merch to provide a vendor image, or; 4. Remove from AMZ until an additional subproduct image can be found or photography can shoot. 1. Find an alternate subproduct image on file. a. Need to provide catalog drop, page number, and SKU to Dedong Chen so that he can try to locate an alternate, subproduct image. i. If this information cannot be easily found, email Tony Woodard for CG, Birgitt Thornhill for W&W or Kay Geer for Plow. b. If an acceptable photo is found, Dedong will send to web team to push. c. Web team will send image path to Bobby for inclusion in the inventory file which will be corrected w/in the AMZ interface. 2. Crop an existing image to single-out the SKU. a. Provide the same information as above to Dedong so he can crop image. 3. Ask merch to provide a vendor image. a. Reach out to the same above merch points of contact and request that the vendor supply imagery. b. In the meantime, this item will need to be paused in AMZ send request to Bobby. 4. Remove from AMZ until an additional subproduct image can be found or photography can shoot. a. Send request to Bobby.

Product Listing Changes

If a product listing needs to be edited or removed temporarily or permanently, please provide the following: brand and SKU impacted the change necessary date when SKU can be re-introduced to AMZ if temporary removal reason why SKU needs to be removed if permanent removal

Invalid Items Being Downloaded

Sometimes when inventory data files are being built out, the variant information is incorrect or needs to be added.

Example:
This item is being downloaded as an invalid item number. It downloads into MOSIS as 727594. According to MOSIS it has a color choice of RD and a size of MD.

Adreanna Banks Universal Web Editor

Please provide the same information necessary in product listing changes to Bobby so he can make the edits w/in the AMZ interface same-day as well as the inventory files for future uploads.