SPIEL

Greet Thank you for contacting Selling Partner Support, my name is Kyla, and I’m glad to support you today. May I know your name to address you properly?

Acknowledge the issue

I understand you're having issue with your ASIN

I understand you're

I understand your question regarding

I understand you contacted us regarding your

Asking for identifiers

To further investigate your issue, please provide the ASIN

No problem, let me know when you are ready.

Alright, I'll wait online for you. Take your time, and don't rush.

After [insert action required from the selling partner], if there are still errors, describe the error you see on your screen, and I will continue to investigate for you.

Blurb before giving the resolution or after giving the identifiers

This is your case ID: 17235802231 for reference in case our chat gets disconnected.

Research

Hi, Please give me a moment while I look into this for you.

I am currently looking into your issue and will have an update for you as soon as possible. Thank you for your patience.

Thank you for staying connected. I appreciate your patience.

I will research your case, this might take a few minutes. I will check back with you periodically.

If I understand correctly, you are contacting because

Is this correct?

After [insert action required from the selling partner], if there are still errors, describe the error you see on your screen, and I will continue to investigate for you.

No response/Idle

I’m just letting you know that I am still here. Do you need any more time?

Thank you for your time today. If you have any additional questions, do not hesitate to contact us. Have a great day. Since I haven't received a response from you, I will disconnect this chat. Thank you for contacting Amazon, and have a great day.

Since I haven't received a response from you, I will disconnect this chat. Thank you for contacting Amazon, and have a great day!

Issue does not support Chat channel

Let me connect you with a specialist to resolve this issue. Expect a reply from them via Email within the next 24 hours.

If you encounter more concerns regarding this type of issue, send us an Email from the Get Support page which will be automatically directed to that team.

You are not trained to handle the issue in the chat channel but the issue can be supported by chat.

Transfer

Let me connect you with a specialist to resolve this issue. They will shortly reply to you in this chat.

The chat channel does not support the Selling Partner's issue.

Goodbye blurbs

Thank you for your time today. If you have any additional questions. Do not hesitate to contact us. Have a great day!

Since I haven't received a response from you, I will disconnect this chat. Thank you for contacting Amazon, and have a great day!

Is there anything else I can assist you with? If nothing, Thank you for contacting Selling Partner Support. Click the End chat to close this window.

Is there anything else I can assist you with? [If nothing] Thank you for contacting Amazon. Have a great day.

Transfer to specialist

Prior to your reimbursement request, I will be needing to connect you with a specialist to resolve this issue. Expect a reply from them via Email within the next 24 hours as they are unable via chat.

Blurb before giving the resolution or after giving the identifiers

This is your case ID: 17235802231 for reference in case our chat gets disconnected.

NUDGE

If SP is away or idle (3 attempts every 2-3 minutes) I’m just letting you know that I am still here. Do you need any more time?

CONFIRM:

Before I could investigate further, I'd like to confirm whether your question is regarding?

ON HOLD:

Please give me a moment while I look into this for you.

ON HOLD - Need more time

I am currently looking into your issue and will have an update for you as soon as possible. Thank you for your patience.

DONE:

Thank you for contacting Amazon Selling Partner Support. Please click the End Chat link to close this window.

If the chat is not closed after 3 minutes, let the Selling Partner know with the following message.

Since I haven’t received a response from you, I will disconnect this chat. Thank you for contacting Amazon, and have a great day.

I will research your case, this might take a few minutes. I will check back with you periodically.

If I understand correctly, you are contacting because

Is this correct?

Escalation

I understand you want to discuss this with a member of leadership. I have shared the concern with the relevant team, and they will be in contact with you.

Seller doesn’t want to close the chat when disputing

Thank you for your time today. I appreciate your concern. If you do not have any other queries, I will disconnect the chat.

Thank you for your understanding and have a good day.

If seller does not respond within another 3 minutes, ask them to reach out in another chat if their request is not solved yet and disconnect the chat.

Please feel free to reach out to us again in case of any further queries. Thank you for contacting Amazon, and have a great day.

Greet, Read, Confirm, Research, Solve, Close