Amazon Prime membership and benefits.

1. Training Presentation for
Amazon Customer service
Associate
Designed by -

2. Keerthi Laxmi
Gitanjali Singh
Safiya Jamadar
Pratik Dhaware
Kusai Trimbakwala
Neelam Jamnekar
Sagarsingh Chouhan
Optimus Prime

3. Overview
1. Prime membership And Benefits
2. Post delivery Issues
3. MPM orders and Issues
4. Types of Return

4. Prime Membership
and Benefits
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5. Benefits:
Shipping benefits include:
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6. Benefits:
● Prime Video: unlimited streaming of movies and TV episodes for paid or free trial also available.
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● Amazon Channels:Watch HBO, SHOWTIME and STARZ channels.
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● Prime Music: Unlimited and more than two million songs for members.
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● Amazon Music Unlimited: Prime members can get discounted Amazon Music Unlimited monthly plans.
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● Twitch Prime: Exclusive Promotions and Get a free Twitch channel subscription every month.

7. Benefits:
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8. Benefits:
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9. Prime for Everyone

10. Prime Student

11. Electronic Benefits Transfer(EBT) and Medicaid Cards
● Temporary Assistance for
Needy Families (TANF)
● Women, Infants, and Children
(WIC)
● Supplemental Nutrition
Assistance Program (SNAP)
● Other programs by state
● Medicaid cards are issued by
states to qualified recipients
and will look different in each
state.
● Only valid Medicaid cards are
eligible for the discounted
Prime offer.
● California’s version of Medicaid
(Medi-Cal) is also accepted.
● Medicare recipients aren’t
eligible for this offer.

12. Post Ship or Post
Delivery Issues
Study
What do we mean by
post ship issues …
let's study this in two
different scenario. By
Safiya Jamadar

13. #Scenario 1
Exactly … where is my order ? Here the customer has placed an order but didn’t
receive it. Why the customer didn’t receive it.. there are many reasons to it .

14. #Scenario 1”s Resolutions
Where’s my stuff Resolution
Returning to seller / Undeliverable Refund and replacement based on
item type
Delay in Delivery Wait till EDD/GDD , if crossed
customer has to wait till FRD
If FRD is crossed Customer
receives either a
refund/replacement based on item
type
Delivered to wrong address We have to issue a refund/
replacement based on item type
Tracking not updated for more than
48 hours
FRD crossed- Issue Refund/
replacement based on item type
Tracking says delivered but not
received [TSDBNR]
WMS delivered – Ask the customer
to look around and wait till FRD
date

15. #Scenario 2
The Customer received the order but not satisfied. Reasons could be …

16. Issue Item type Resolution
Damaged/
Wrong item/
whole missing item
SSA Refund or Replacement as preferred by customer
FBA Refund or Replacement as preferred by customer / Check the
availability of product
MPM Contact Seller
Part of an item missing SSA Discount on the order/return the item for a refund[Check the price on Amazon]
FBA Discount on the order/return the item for a refund[Check the price on Amazon]
MPM Contact Seller
Delivered to wrong address SSA Refund or Replacement as preferred by customer
FBA Refund or Replacement as preferred by customer / Check the availability of
product
MPM Contact Seller

17. Delivery boy misbehaved AMZL Transfer the chat to AMZL
3rd
party carrier Annotate on contact
Product Quality SSA Take feedback assure the customer / Refund or replacement as per
Customer’s request
FBA Take feedback assure the customer / Refund or replacement as per
item availability
MPM Contact seller
Poor packing item damaged SSA Take feedback assure the customer / Refund or replacement as per
Customer’s request
FBA Take feedback assure the customer / Refund or replacement as per
item availability
MPM Contact seller

18. Poor packing item not damaged SSA Take feedback
FBA Take feedback
MPM Contact seller
Feedback about the product SSA /FBA Take feedback
MPM Contact seller

19. MARKETPLACE AND MERCHANT
Keerthi Laxmi

20. Sold and Fulfilled by Seller
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21. 1. When not received the package and three days have
passed since the estimated delivery date or the tracking
shows as delivery confirmation, whichever is sooner.
2. When received an order that is different than expected and
have requested a return with seller.
3. When returned a item with a trackable shipping method
and seller has not issued the refund yet.
The Amazon A-Z
The Amazon A-Z Guarantee protects the
customer when purchase items sold and
fulfilled by a third-party seller.
Amazon guarantee covers both the timely
delivery and the condition of customer’s items.
If either are unsatisfactory, customer can report
the problem to A-Z Guarantee and will see if
the following is eligible for refund.
https://sellercentral.amazon.
com/gp/help/external/help.
html?itemID=27951&ref=efph_
27951_cont_home

22. NOTE:

23. Returns
-KUSAI
PRATIK

24. When you return an item,
you may see different
return options depending
on the seller, item, or
reason for RETURN.

25. Printed return mailing
label
Labelless return
Refund on first scan
Instant refund
Seller prepaid return
mailing label
Prepaid mailing label
TYPES OF RETURNS