Call Flow

Call Opening / Greeting

Authenticated Call: - Thank you for calling Amazon customer service, my name is ___________, Could you please
verify the registered name on your Amazon account?

Unauthenticated Call: - Thank you for calling Amazon customer service, my name is ___________, Could you
please spell out the registered email address on your Amazon account?

Unauthenticated Call: - Thank you for calling Amazon customer service, my name is ___________, Could you
please help me with the registered phone number associated with your Amazon account?

Verification / Authentication
To access your account, we need to complete a quick verification process, A link will be sent to your registered
email address & phone number, if you are logged into your Amazon app you might also see a notification. All you
have to do is access the link and click on approve.

If the customer clicks on approve: - thank you for verifying your account, how may I help you today?

If the customer says I don’t have access to the email address or phone number – I am sorry to hear that you
don’t have access to your email and your phone number, in order to assist you further we would need to verify the
account. I would request you to please call us once you have access for further assistance.

Paraphrased

If I understood you correctly ………………………………

Appropriate Acknowledgement / Empathy

➢ I apologize for the inconvenience caused due to ……………………..

Assurance
➢ Don’t Worry , I can help you with this
➢ Let me see what best i can do for you

Appropriate Hold Procedure

Permission + Time Frame + Reason = Hold
May I place your call on hold for 2-3 minutes, while I check my resources to assist your further?

Back from hold

Thank you for being on hold, I really appreciate your patience

Refreshing hold
Thank you for being on hold, This is taking longer that expected, I request you to please be on hold for 2-3 more
minutes while I check my resources.
Appropriate Research

Accurate Resolution
➢ I see that we have 2 options available for you : would you prefer refund on return or Replacement on
Return?

➢ OK, I will issue refund on return of item Or Replacement on Return

➢ would you prefer printable label or Non-Printable (QR to print) label ?

➢ I will send a email with return label which has to be attached on the package
Royal Mail (or) Evri / Hermes :
Drop-Off Labels:
Printable Label -
Non-Printable Label - labelless or QR code.

Collection Labels :
Printable labels
Royal Mail- can select specific date except sunday
Evri - 2 business days

➢ would you prefer the refund to be transferred to OPM or GC

➢ where would you want me to process the refund ? the OPM or GC ?

❖ Refund is the best possible thing i can do for you.

❖ we will do our best to avoid this

❖ i am afraid we don’t have enough options to assist you with this

Offer further assistance

➢ Is there anything else I can help you with Today ?

Closed Call
➢ Thank you for calling Amazon customer service
➢ Have a Great Day
 MFN item
➢ I see the item was sold by a third-party seller which means an individual/independent seller who sells
their products on the Amazon platform. But don’t worry, to assist you further with your order I will go
ahead and contact the seller on your behalf and let them know about this issue to request them for a
replacement/refund.

➢ The seller will need to respond within (48 hours) if they do not respond to you within the given time
frame. Amazon will step in and file an A to Z claim against the seller which means we will go ahead and
help you with a refund.

➢ Claim Teams investigation will take minimum of 7 days to investigate the issue and once the issue is
verified and resolved. you will receive refund in 5-7 business days into OPM only.

Unknown Charges:-

Payment Issues :
● The amount that was authorized will be released back into your running balance within 3-5 business days
● The amount has been frozen by bank and will be released
● Go to the bank if money is not released within 3-5 days
● We do not have any visibility on the reason for declined

Retro Charge : - If customer don’t return the items after the refund , we charge the customer for not returning

Error : - while returning the items they might be mistake in placing return label , so the customer maybe charged again for
not returning products with different labels → the we can process the refund amount that retro charge

Charge Back :- if the customer do not receive the product, we process the refund. If they receive the product after we
processed the refund -> we can charge back the customer

➢ I apologize for the inconvenience. It seems there has been a miscommunication between our returns
and billing departments, leading to this issue. I'll resolve this for you immediately by issuing a refund. You
should receive the refund within 5-7 business days.

Retro Charge - ☝️☝️☝️☝️☝️☝️☝️☝️☝️☝️☝️

Unknown Charges :-

Transaction History :
1. we will check Last 4 Digits of card
2. We will check the Date of Charge
3. We will check the Amount Charged
4. we will check Charge description ( why it is charge will be known here )

Unknown Charge Questions -

➢ 1. Could you help me with the last 4 digits of the card which was charged?
➢ 2. Could you help me with the date, when your card was charged & the amount?
➢ 3. Could you tell me, if there is any charge description mentioned for the charge ?

➢ If transaction history is not visible then VISIT BANK and it is not amazon problem

➢ I’m Afraid that transaction history is not available, Please contact the bank and dispute the charge.

Call Transfer
CAP : Concession Abuse Prevention Department
Transferring call to others:

● I may need assistance from another associate to help you in resolving your query
● Would it be OK,if i transfer the call to concerned department?
● IF yes- thank you, May i place your call on hold,while I transfer the call?
● Hello, i have a customer to cancel their music subscription.
● Yes i’ve verified the customer. shall i connect the call?[yes ][ thank you]
● [Merged]
● Hello ....... , I have my Associate from the relevant department for your assistance, please speak with them
● Thank you for being on hold, One of the associate from respective department is ready to help you. Please
connect with him
● [Disconnected]

Compensation:

● I am really Sorry, As a token of apology we would like to add 5 GBP to your Gift Card on your account