TL SHAEINA SPIELS · Offline Notepad

• Critical Information:

SP's issue:

Detailed Resolution to SP:

ASIN/FNSKU/SKU Identifiers:
SOP/Help page Used (include the title):
Tool used (Include the result and link):

• Baozipu Y/N: N/A - If Y, Baozipu title: N/A

• PAA/Transfer/PMA Detailed Reason:
• Seller Dissatisfaction: N/A

• Andon Reason: N/A

Understand the Issue: Y/N

Research and Information Gathering: Y/N

Provide the Solution: Y/N

Check for Understanding: Y/N

Confirm Resolution: Y/N

Closure: Y/N

Internal Documentation: Y/N

Opening Spiel:

Hello from Amazon Selling Partner Support, my name is Erin and I'm glad to support you today. How do you want me to address you?

Hello from Amazon Selling Partner Support, may I know your name so that I can address you properly?

Hi, how may I help you?

(If the SP ask for an email about the chat transcript you can ask this first if its okay: )

As your reference here is your Case ID: . And you may view as well the copy of our chat transcript to the given case ID from your Manage Your Case Log page right after our chat conversation.

Please note that ___ is your Case ID for this contact. If in case the chat get disconnected you can contact us again with a new case through chat, email or phone support.

Hold Spiel:

Thank you for your patience. I'll just be a few minutes longer.

Thank you for patience, My research is taking more time than expected, but wanted to let you know I’m still looking into this, I’m going to continue to check back every couple of minutes if that’s okay.

Thank you for your patience. Bear with me while I'm trying to further investigate this.

I am sorry for the long wait, I am actually having a technical issues here in my end. I’ll need more time to check this information and then I’ll be right back.

I am sorry for the long wait, I had a technical issues here in my end and thank you so much for waiting.

Please bear with me for a moment while I check our resources about the details of your concern.

Please know that I am now doing my investigation about this issue. Rest assured that I will let you know and do the needful once investigation is completed.

I need to gather some more information. It may take me a few minutes but I’m still here. I’ll touch base every few minutes so you know I’m still here researching.

I’ll need more time to check this information and then I’ll be right back.

If there is an additional issue:

Aside from this, would there be anything else that I can assist you with?
You're welcome. Aside from this, would there be anything else that I can assist you with?

IIDP update title, description, other attributes:

Since you just recently updated your listing please wait for the changes to fully populate on the system it actually takes within 15 minutes up to 24 hours. If the listing is still suppressed after the time frame you may contact us again for further assistance.

IDLE SPIEL:

Hello just wanted to confirm if we are still connected? Our chat has been idle for two minutes. The chat will close automatically after another minute. If this is not a convenient time, feel free to contact us again later.

Just to let you know that I'm still here. Do you need more time? Please reply if you are still online, the chat will close automatically after another minute.

Important:

As our chat session has now been idle for 3 minutes, I am required to close this session. If you require any further assistance, feel free to contact us again.

CLOSING SPIEL:

Important:

Thank you again for contacting Amazon Selling Partner Support. If there is anything else I can help with, please let me know. Else, you can click ‘End Chat’ button on this window.

It was a pleasure assisting you today! Thank you again for contacting Amazon Selling Partner Support. We look forward to seeing you again soon, you can click ‘End Chat’ button. Have a lovely day!

Thank you for contacting Amazon Selling Partner Support. You may now click the 'End chat' to close this window. Wishing you better sales!

It seems you are unable to close this chat. I will now be closing this on your behalf.

If there's nothing else, I will now close this session. If you require any further assistance, feel free to contact us again. Thank you for contacting Amazon Selling Partner Support.

You may now click the 'End chat' to close this window. Have a great day!

CHAT TRANSFER SPIEL:

Thanks for waiting, I will be connecting you to our Specialists Team via chat for further checking. Please stay connected as it may take a while for you to be successfully connected with them.

Thank you for waiting. Upon checking our resources, I have been led to a step that is out of scope of our tools. Hence, I will need to forward your contact to our relevant department for further assistance. Please stay connected as it may take a while for you to be successfully connected with them.

Please be advised that I will need to forward your contact to the correct department for proper assistance.

Please stay connected.

Thank you for patiently waiting. Please know that we have used our resources from our end and it has led us to a step that is out of scope of our tools. Hence, I will be needing to forward your case to our specialized team for further assistance. Please stay connected as it may take a while for you to be successfully connected with them.

IF EMAIL TRANSFER:

This current concern would be out of my expertise. For this, I need to transfer your case to our partner team for further assistance. Please wait for their response through email within 24 - 48 hours.

As I have no response from you I will now close this chat. Thank you again for contacting Amazon Selling Partner Support.

If there's nothing else, I will now close this session. If you require any further assistance, feel free to contact us again. Thank you for contacting Amazon Selling Partner Support.

RP TRANSFER

Please note that we will be needing to forward your case to our relevant team for further review as your ASINs has been flagged as restricted products. Since we do not have the information as to why these ASINs have been flagged for this violation, you may expect an email from the restricted product review team after 24-48 hours and ask them directly for you inquiry.

Important:

YES FEEDBACK SPIEL

Also, we want to give our Selling Partners the best experience and, we would like to hear from you on what do you think about our service by answering the short survey that will be sent once we end this chat. Thank you.

Thank you for your trust in Amazon Selling Partner Support. We would be grateful if you could spare 5 mins or less to answer a short survey and let us know how your experience with us. Thank you.

We want to give our Selling Partners the best experience and, in this regard, we would like to hear from you on what do you think about our service by answering the short survey that will be sent once we end this chat. Thank you.

We constantly strive to improve the quality of our service and to give an awesome experience to our Selling Partners. We would appreciate if you can spare 5 mins or less and answer the short survey that will be sent once we end this chat. Thank you.

ATTACH SCREENSHOT:

(To attach a screenshot/attachments on your seller central account click "Help" look for "Manage support cases" and then look for the case ID: 7327998052 click View and then there is a reply option select the Email option and then click Add attachment.)