Amazon Support Daily Operation¶

This guide provides the essential information for agents to process Amazon orders.

Daily Operation¶

• Reply to support tickets & feedback in Amazon Seller Central (for regions not covered by BQool).

• Monitor Shipping Info Missing Follow-up and Amazon Tracking (Out of Stock Record) , reach out to the customers that needs to be contacted.

• Reply to support tickets & check feedback in BQool.

⚠Important Notes¶

• Do NOT mention things like 'website', 'link', or provide any links to the customer in Amazon's support channel. This might violates the terms of Amazon and cause us great trouble.

• If we need to redirect customers from Amazon to PG Supt, simply tell them "Please contact our official support team for further assistance." and nothing more. Do NOT give them any link.

• We do NOT ask customers who bought from Amazon to sign claim forms.

Amazon Tickets on Zendesk¶

When Positive Grid's store on Amazon receives new messages, cancellation requests, and return authorization requests from customers, Amazon will send an automatic email.

Agents can locate these tickets in the "Amazon Seller Central" inbox with titles:

- Your email to "NAME"

This is just a reminder email, the agent can find the correspond message on the message section on Amazon Seller Central.

Use macro"Amazon:: Message Received", then close the ticket directly without replying anything.

- Order cancellation request for Order ID: "ORDER_ID"

Similar to a regular Amazon Support SOPs#Order Cancellation request, check the tracking status on SKULabs. If the order has not been dispatched (FBM), proceed to cancel the order and issue a refund. If the package has been dispatched, advise the customers to monitor the tracking number and follow Amazon's return policy to initiate the return process once the package is delivered.

- Return authorization notification for order "ORDER_ID"

Navigate to "Seller Central -> Orders -> Manage Returns" and approve the return authorization. Amazon will issue a refund automatically once the system confirm the package is delivered to our service center.

Amazon Seller Central¶

What is Amazon Seller Central¶

• Support team will use Amazon Seller Central to reply to Amazon support tickets from regions that are not supported by BQool.

• Amazon Seller Central is a website that helps people and businesses sell their products on Amazon. It provides tools and services to help sellers manage their inventory, list and sell their products, handle customer service inquiries, and get sales data and analytics.

Amazon Seller Central Login Information¶

See Frequently Used Resources - Check Basecamp for updates

Switching Regions¶

• Each of our service region has its own Amazon store. Each requires to be switched manually.

Support Ticket¶

Order Info¶

Amazon Feedback¶

• Go to Amazon Seller Central > Performance to check public feedbacks from the customers, and respond accordingly.

• **Find the feedbacks with negative rating and are comments about 1. Order, 2. Delivery, 3. Product inquiry, and reply to those feedbacks. Beware that the answer will be public.

• If the issue can be resolved by following the troubleshooting process, we can contact the buyer directly.**

BQool¶

What is BQool¶

• Support team will use BQool to reply to the majority of support tickets from Amazon.

• BQool is a software system designed for Amazon sellers to help them manage their business on Amazon.

• BQool currently only supports Amazon marketplaces in the US, Canada, Mexico, UK, France, Germany, Italy, and Spain.

• For customer service emails related to other Amazon marketplaces, we need to use Amazon Seller Central instead.

BQool Login Information¶

See Frequently Used Resources - Check Basecamp for updates

Support Ticket¶

Handling Tickets in BQool¶

Ticket Status in BQool¶

Please ensure that you update the ticket status in BQool using the same process as in Zendesk. Use the following definitions to help you select the appropriate status:

• New: This status indicates that the ticket has been newly submitted by the customer, and no action has been taken on it yet. The action/response should come from the agent.

• Open: If the ticket has been assigned and is waiting for action by the agent, set its status to Open. The action/response should come from the agent.

• Pending: When the agent is waiting for a response or further information from the customer, set the status of the ticket to Pending. The action/response should come from the customer.

• On-hold: If the agent is waiting for information or action from the corresponding stakeholder (not customer), set the status of the ticket to On-hold. The action/response should come from the stakeholder.

• Solved: There are three situations that fall under this status:

  1. The agent has submitted a known/verified solution to the problem/inquiry, and no further response is required from the customer.
  2. The customer has approved of the resolution or confirmed that the case can be closed.
  3. There has been no further response from the customer after 7 days. No action/response is required from anyone at this point.

Ticket Respond Time Limit¶

It is important that agents responsible for Amazon tickets respond to new or open tickets within 24 hours.

Agents should monitor the 'Time Left' metric in BQool closely to ensure that they respond to the tickets in a timely manner.

Finding an user's past tickets¶

If you need to find a user's past tickets (because they opened a new ticket and we need to check previous contact history), please take the order ID and go to Amazon Seller Central (the correct region) to search for past tickets.

Q&As in BQool¶

There's a specific 'Q&A' type of inquiries that'll show up in BQool. (See photo below.)

• We'll click on 'Answer this question' to answer it. The question and answer will show up on our Amazon's product page.

• Some users might inquire about their orders or other personal matters in this public Q&A. Make sure to avoid giving out too much information (since it's public), and redirect them back to the normal service channel instead.

• We only have one chance to answer these questions, and the answers will be public. Please make sure the answer is correct and proper before submitting.

Order Feedback¶

• Check daily to see if there's any negative feedback review in BQool.

• If any, go back to Amazon Seller Central > Performance to check and respond accordingly. (TBC in #Amazon Feedback)

• For other countries that are not covered by BQool, we need to check each region manually for the feedbacks.