This looks very similar to a regular Amazon page, but will only list the TIkimanBooks Inventory
The customer can type in the name of the book they are looking for. Once they have done this, they will be given a new or used option. The customer can select “used” to see a list of available sellers who offered a used copy of the book
If a customer calls us and we can see in Seller Central that the book was fulfilled by Amazon, we need to refer them to Amazon directly.
This is similar to BookRenter policy. If you receive a message from a customer saying that they were never told about the Supplements or Processing time, refer them to the description of the book. This information was made available to them before they added the item to the cart. If the order is fulfilled by Amazon (AFN), refer them to Amazon customer support.
Note that the shipping options are similar to those of BookRenter, however they are called “Two Day Shipping” and “One Day Shipping” rather than Express or Express Plus.Each shipping method will have a different cost associated with it.We only ship within the United States.
Here is the order flow for MFN (Merchant Fulfilled). Eventually all of our orders may be merchant fulfilled, but for now this is how MOST of our orders are being processed.We have a system called RAMP that acts as the “go between” for OPS and Amazon.
If a customer calls us and we can see in Seller Central that the book was fulfilled by Amazon, we need to refer them to Amazon directly for any questions regarding their order.
The customer is able to:-change the payment method-cancel items-change the shipping speed-change the delivery optionsWe do not need to do anything if the customer selects one of these options within the 30 minute timeframe. This information will be updated automatically for us.
We can see that the previous option to “Cancel Items” has been removed. There is now an option to Request Cancellation. However, this is just a request! We are unable to cancel the order on our end once the 30 minute timeframe has passed. If the subject of the email request is “Cancellation Request from (username)”, it means that it is too late for a change to be made to their order.
After the 30 minute period, these options will no longer be available to the customer.
The customer can then check mark the box next to the item he wants to return, choose a reason for the return, add comments ( which is optional) and then click "Submit for Approval“.
After the request has been submitted, the customer will get an email that confirms that we have been notified they are requesting a return.
The title of the email will be “Return Request for (order number)”
(The red circles indicate where you should click)
Once the request has been authorized, the customer will receive an email from us with the return instructions.
This will send an email to the customer with the return information. The customer is provided with a
Once you find the order number, scroll down to the bottom of the page and click the link for “Enable Automatic Return”
(I have written the tips for each line in red)
Clicking this link will open a new window and bring up the order in OPS.
Please note that the RAMP orders in OPS will be listed under “Rafter Exchange”.
If needed, create an SR issue for the book as well. For example, if a customer return reason is “Incorrect Book” or “Damaged Book”, we will need to let SR know.