M@ & FBA

M@

Account Registration Process

Individual Seller is less than 40 items. able to sell in about 20 different product categories like clothes, kitchen utensils, etc.

Professional Seller is more than 40 items. able to sell in more than 20 product categories like clothes, kitchen utensils, etc.

North America (United States, Canada, & Mexico)

FBA is inventory to Amazon. Store, Pack, and Ship as Fulfillment Method.

In America, it is more than 100 countries.

AMAZON SELLING = MORE SALES 1 Don't oversell 2 Ship fast 3 Be honest 4 Be responsive

BUYER AND SELLER WORKFLOW

Register S Account setting S List product S Search for product B Place order B Ship product S Confirm shipment S Get paid S Maintain metrics S

Register S Account setting S List product S Search for product B Place order B Ship product S Receive product B Leave reviews B

REGISTER PROCESS

1. Click on Sell on Amazon.
2. Click Sign Up.
3. Create an account. If there is already an existing buying account, sellers can skip this and log in instead.
4. Select the business location on a box that flies in.
5. Select the business type on the box that flies in.
6. Fill out
7. Agree and continue
8. Personal information
9. Phone number
10. Verify all information and click next.
11. Credit card. Click next.
12. Store and product info.
13. Upload doc and verify account. Click submit.

BILLING is about bank account information.

SELLER FEES

INDIVIDUAL SELLING PLAN No sub. fees $0.99 Fewer than 40 items/mon.

PROF SELLING PLAN $39.99 monthly sub. fees No add fee per item sold More than 40 items/mon.

M@ - Fulfill by Seller FBA - Fulfill by Amazon Third party - Use Amazon services

SELLER PROGRAM Amazon Global Selling Fulfillment by Amazon - It can store, pick, pack, ship, and customer service Amazon business - Promo on product/particular industry

Exploring Seller Central PEEK NOW - To view seller account Athena provides Help page / Athena Help Panel / search bar FAQs help page video forum quick answers selling partners support contact

Add a Product

Product identifiers also called GTINs (Global Trade Identification Numbers). UPC, EAN, and ISBN are common variations. These are found on the product itself or printed on the product. Bar code.

Universal Product Code - 12 digit numbers European Article Number - 13 digit numbers. Marketplaces int'l in US and Canada. International Standard Book Number - books, magazine, and published media. Older than 1967 do not have ISBN 10 digits number (before Jan 1, 2007) 13 digits number (after Jan 1, 2007)

ASINs (Amazon Standard Identification Number) cannot be found on products or product packaging and are not provided by manufacturers. 10 character long numbers that usually begin with B0. ex: B07P37XZFB. If media product, numbers only. It is found in website URL and also in Product Information.

BMVD (Books, Music, Video, and DVD)

ASINs and Listing Title, images, description, and bullet points. provide Stock Keeping Units (SKU) that meant to identify the product inside the seller's account. Same ASINs but different SKU whenever with same product however sold by different seller. Exception: When different fulfillment method, one ASINs and multiple SKU of the same product from a seller can work. SKU is system generated.

How to add a product? (Creating a New Listing)

1. Catalog > Add a Product
2. Search the product you want to sell using product identifiers and title of the product.
3. Condition of the Item. Price, Quantity, and Condition of the product; these are from existing and new listing. Manufacturer, Product ID, Item Name, and Brand Name are new listing. Sometimes, some sellers will approve a request from a third party seller to sell the same product.(application approval) Some sellers will allow those sellers. (sell product) Some sellers also disapproved those seller to sell the same product. (not available)
4. Fill out mandatory information and save.
5. Confirmation message

Introduction to Detail Page

Product Image Product Title Brand Name Price Bullet Points - short descriptions of the product Buy Box - if there is no buy box, what will appear is "Add to Cart" or "Buy Now" to complete the purchase. More Buying Choices Product Description - important to avoid error in listing. It is attracting if there is product description. Product Information - this section will show the ASINs.

Detail Page can be controlled by:

1. Different Selling Partners
2. A single Selling Partner
3. Amazon

The SPS Associate cannot declare that there are original brand owner of the product due to privacy security.

How does the Detail Page Control works? Through Reconciliation Score. Using the SPOT tool to know the Winning Contributor for the listing. // ASIN Troubleshooting

Reconciliation Scoring Internal Team - GFix, US CE GL Split, Query Editor and Seller Support Selling Partner - brand registry, prof., ind., gold/plat Retail - FC and retail

In this case, the detail page can be edited depending on the "scoring" of the said listing.

Best Resolution: via email, click TRANSFER

Info. may be INCORRECT

1. Product Info
2. Images

Policy: Incorrect, Violates detail page rules, Has misleading info, Grossly deviates from our category style, And when it may negatively impact the buyer experience

Submitting Correction

1. via Seller Central *(6hrs/15hrs of update) Manage Inventory page > select appropriate tab and edit > save
2. contact Seller Support "contact us" page / amazon / product / product page problem / fix product info

Best Resolution:

Transfer to IDDP/Catalog Team (Incorrect Information on Detail Page). Annotate the Info of the Seller and transfer to them. When updating/changing on the Detail page, transfer. But general inquiries about the Detail Page, SPS Associate can provide. Examples of Incorrect Info.: ASIN merge, category, change in category/location, variation updates, etc. Winning Contributor can edit because it has Detail Page Control but Product Detail Page is a shared space that displays attributes that are common to all offers of the product.

Whenever on Brand Registry issue, the case will be transferred to the BR Team.

Order Manage Order

Advertising Vine, Deals, Promotion, etc.

Report Payment, Amazon Selling Coach, etc.

Performance Account Health > "Policy Compliance" review Feedback Chargeback Claims A to Z Guarantee Claims Performance Notif.

App Services Selling Partner Appstore

B2B handled by Q

Brand Analytics

Different marketplaces of Amazon in Mexico, Canada, and United States.

Athena Help page (search engine) > case log

Account Setting Account Info, > shipping and returns info., business info, etc Notif Pref, PEEK NOW, etc.

Service Level Agreement - 24 hrs. of the bank account process

For RESOLUTIONS (action), utilize Workflow and Athena Help page.

Case Handling

Standard Case Handling Process Flow

1. Accept Case in Paragon. When a case is routed to you, an Accept Case button appears at the top of the screen next to your Aux status. Once you click the button to accept a case, you will be directed to a new case screen window.

2. Determine Case Type. After accepting a case, the next step is to determine the case type. Follow along with the instructor to learn more about how to determine case type. For this demonstration, we are working with a new case. Review the document SOP - Guidelines to Determine Whether Contacts Were Initiated Through Seller Central with your instructor to learn how you can identify.

   Annotation, dates, and number of messages can help you determine what kind of case you received. New Case- 1 or 2 messages from the seller and has not been handled by Seller Support Continue to the next step of the Standard Case Handling Process Reopened Case- previous correspondence from the Seller Support and will have the "reopened" status Follow the Reopened Cases Process Aged Case- several exchanges between the seller and seller support which have been opened for more than 30 days. Follow the Aged Cases Process

3. Identify Selling Partner's Intent. -The Selling Partner’s question will be contained within the email located in the correspondence section. -Note that email correspondences from Selling Partners will be colored grey, indicating that they are visible to the Selling Partner. -Correspondences are listed in descending order, meaning the first correspondence will be at the very bottom and should be read first.

   Review case communication to identify the gap between selling partner's expectation and what is actually happening. For identifying, follow this SOP of Identifying Seller Intent Process.

4. Provide Standard Annotation. After identifying the Selling Partner's intent, we need to add an annotation summarizing what the case is about. Annotations are a means of documenting internal information about a case either by subject matter or by need, and are not visible to the Selling Partner. Documenting our actions on each case using the standard annotation template ensures we are address the Selling Partner's concerns, and provides information so any associate who later looks at the case will know what we completed in this case. 4.1 Determine Selling Partner's Account Status For the case in this demonstration, the account status is normal so we can move forward with adding more information to the annotation.

   Add an annotation summarizing the case. Insert all required info according to the SOP.

5. Are You Trained to Handle This Skill? Next we should ensure we are trained to handle this type of case. For this demonstration, we can assume that we are trained and continue to the next step.

   Make sure you are trained to handle the issue before proceeding. If you are not trained to handle the case, identify the correct queue and transfer the case.

6. Select Atlas Card Based on Selling Partner's Intent. -The Atlas Card is located in the right panel of the case and is made up of three parts: Domain, Topic, and Task. -Paragon will pre-select an Atlas Card for each case based on the Selling Partner's correspondence. -If there is a better Atlas Card that more concisely addresses the issue, we would select the most relevant Domain, Topic, and Task for the Selling Partner’s issue that is being addressed. -After confirming the correct Atlas Card selection, we will click Select. This will launch a Paragon Workflow (PWF) if one is available.

   Paragon will often auto-suggest a relevant Atlas Card Check the categories selected in the Atlas Card If no Atlas Card is auto-suggested or the one suggested is wrong, select the correct one. If no Paragon Workflow is available for the Atlas Card selected, continue with an appropriate SOP related to the SP's concern.

7. Follow Paragon Workflow Instructions. Depending on the Atlas Card selected, Paragon may present us with a Paragon Workflow. Paragon Workflows are step-by-step instructions on how to address an issue, and if a Paragon Workflow is launched you must use it.

   If the Atlas Card launches a Paragon Workflow PWF, follow the instructions provided.

8. Follow Trouble Ticket Process/SIM Ticket Process. Some Paragon Workflows will ask us to cut a ticket. If this happens, the ticket will go to another team to help resolve the issue. Once we have the solution to the case (either from the Paragon Workflow or from a SIM Ticket), we should wrap up your case by communicating the resolution with the Selling Partner.

   Some PWFs will ask you to cut a Trouble Ticket. If you need to cut a TT, follow the Trouble Ticket process.

9. Wrap Up Communication. Now that we have the solution to your case (either from the Paragon Workflow or from a SIM ticket), the next step includes wrapping up the case by communicating the resolution to the Selling Partner.

   Once you have the solution, send a response to wrap up your case. When sending an outbound message, you should use a blurb if one is provided to you. For more info, refer to the SOP: Send an Outbound Email to a Case via Paragon

10. Resolve Case. The last step of the standard case handling process is to resolve the case. -After selecting a case status to resolve a case, you will be prompted to select an Atlas Reason Code to identify the type of contact you handled. -Select the proper case status and Atlas Reason Code (different from the Atlas Card) most appropriate for the case you have been working on. 10.1 Case Statuses Resolved: end of most cases, no further action for SPS. Pending Amazon Action (PAA): -when a Selling Partner contacts us with an issue that we cannot resolve immediately; may need to escalate to a technical team to fix it, so we let the Selling Partner know that we have engaged another team; and, will resolve their issue as soon as we can. Pending Merchant Action (PMA): -when a Selling Partner contacts us with a concern, but they didn’t provide enough information for us to troubleshoot their issue and request information from the Selling Partner. Work in Progress (WIP): once you have accepted a case, and are working on it. You won’t need to choose this status, Paragon will choose it for you when appropriate. 10.2 Atlas Reason Codes -define the exact topic that the Selling Partner contacted us about and categorize the contact into the correct bucket; are tracked in the system and are further utilized by our business teams to identify the cause of Selling Partner contacts. -Our business teams track and prioritize those issues to fix and eliminate those contact types in order to create a better experience for our Selling Partners. -are provided in what we call an Standard Operating Procedure (SOP), or a Paragon Workflow (PWF). -Some workflows offer more refined Atlas Labels, which will appear in place of Resolution Codes based on Atlas Card selections. -An Atlas Label will prompt you to select responses for the Seller Task and Why Seller Contacted drop-down menus.

    UPDATE CASE STATUS After completing each step, update case status. Depending on the situation, select of the ff: Resolved, PAA, or PMA.

911 Case Handling -a case with higher urgency. can mark their issue as urgent, when they feel that the fast contact resolution is critical to their business; can mark cases as urgent in the Contact Us form in Seller Central by clicking the box next to the statement "This issue is urgent and requires immediate attention". with a professional selling plan have the option to mark cases as urgent and not all the topics in the Contact Us form have the option to mark a case as urgent. The severity of the case is 2. A professional seller can mark the case on severity. It is found at the top "911 Urgent" banner. It is needed to be resolved within one hour. If you can fix it within an hour, pull out an Andon.

Essential Skills: Providing a Great Selling Partner Experience Overview: deliver customer-obsessed, world-class service and provide Selling Partner with a delightful experience every day.

Greet Recognize Explain Advise Thank

SPS Associate via EMAIL

To: Selling Partner Support Subject Status inquiry

Hello Amazon.

My inventory for ASIN ##### is in the Amazon fulfillment center but still not available for sale. Please help me find out what is taking so long for it to get processed.

Thanks.

Ikuko

To: Ikuko, Amazon Selling Partner Subject RE: Status inquiry

[GREET] Hello from Amazon Selling Partner Support,

My name is Pavan. It will be my pleasure to assist you today. (Communicates with Confidence)

[RECOGNIZE] Thank you for your effort to ship your product to our fulfillment center. I understand that our product is still processing and you would like some help in understanding why. (Demonstrates active listening and reading)

I realize the importance of this for you and your business. I can appreciate your frustration and will gladly help you achieve the best possible resolution for your case. (Demonstrates response regulation & Uses empathetic language and tone)

[EXPLAIN] I have researched this issue for you and discovered this is due to some missing information within the responsible person (RP) dashboard in our system. For al CE marked products, Amazon needs to validate the safety information related to such products before they can go live for sale.

Details about this requirement are available on the following help page: https://sellercentral-europe.amazon.com/help/hub/reference/GSDP2QRYVQ5SUFLE (Demonstrates problem solving skills)

[ADVISE] Please log into Seller Central, visit your EU Responsible Person dashboard, and submit the required documentation or review. Here is a direct link for your convenience: https://sellercentral-europe.amazon.com/cross-border-compliance/responsible-person/reseller/offer-listing

After submitting the required documentation, please allow 48 hours for review. Once the information has been verified, your product will be ready for sale. For additional information, please visit the Amazon Responsible Persons FAQ: http://sellercentral-europe.amazon.com/help/hub/reference/GCHUVPBDN9QFTDQ (Maintain positive positioning)

[THANK] Thank you for selling with Amazon. We appreciate your business and your trust.

It has been my pleasure assisting you. Have a great day. (Communicates with confidence)

911 CONTACTS IN PARAGON

1. Identify 911 contacts in Paragon.
2. Understand how to handle 911 contacts in Paragon.
3. Select the correct Andon Cord severity for 911 contacts.

"Case Mechanics"

ACCESING ACCOUNT

1. View Seller Account
2. Through a Help Page link within a Paragon SOP.

Once you click on either of those 2 options, you will be taken into Seller Central. You will be viewing the https://sellercentral.amazon.dev website. This site is exclusive to Amazon users. This site will require your AWS user login information for Access and Midway authentication to access.

ANNOTATION Click "Annotate". You then add the annotation and click the button "Save Annotation".

1. Standard Training Annotation Template

    Note: Annotate any unused section with "n/a".
    	Seller issue:
    	Research done:
    	Change Integration Management (CIM) announcement:
    	Paragon Workflow (PWF):
    	Help Page link:
    	SOP Link:
    	Tool link:
    	Ticket or SIM reference:
    	ASIN or Order ID (if required):
    	Findings:
    	Question to Advisor:
    	Case Status:
   

KEY POINT: You will be using this template frequently, so save it someplace you can access it quickly and easily copy & paste. However, make sure to check the SOP regularly to ensure the template has not changed.

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

1. Standard Training Annotation Template (In Only)

Critical Information

1. Seller Verbatim: (Capture the Selling Partner's concern verbatim from the Email or Phone contact)
2. Issue Comprehension: (Paraphrase your understanding of the Selling Partner's concern here)
3. Research:
4. Tool Links:
5. Atlas Selection (Only Task) and Workflow (Y/N)
6. SOPs
7. Seller Central Links/Help Pages

Transfer/PAA Reason: Seller Dissatisfaction: Andon Reason:

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

1. Standard Template

Annotations are comprised of 4 sections applicable to case handling depending on the information and circumstances, and follow this template: Critical information: Transfer/PAA Reason: Seller Dissatisfaction: Andon Reason:

ATTENTION: This is a basic template to annotate case information. In certain skills, or if you need to request assistance of an Advisor, you might have to use a different template.

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

1. What should I include prior to pulling an Andon?

In a case you need to pull an Andon please include the information below as this will ensure the Associate Advisor has the information needed to help you with your case. Seller Issue. Research done: Change Integration Management (CIM) announcement: Paragon workflow (PWF): Help page link: SOP link: Tool link: Ticket or SIM reference: ASIN or Orders ID (if required): Findings: Questions to advisor.

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

-- SAMPLE ANNOTATION

1. Seller Intent: Selling Partner is contacting because they do not know how to add products.
2. Seller provided identifiers/documents: NA
3. Skill: m@ / US M@ Email
4. Research done: Followed PWF Listing > Managed Listing > Add a product, then explained to the Selling Partner how to add products. CIM/PWF/SOP/Help Page to handle the contact: Add one product at a time: https://sellercentral.amazon.com/gp/help/external/200220550 SOP: NA Tool used: Help pages TT/SIM Reference: NA
5. Question to TME/Advisor: NA
6. If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA
7. Case Status: Resolve

"Andon Cord Prerequisites"

PARAGON SETTINGS

1. In Paragon, click on "Preferences" on the left.
2. In the field "Andon Cord Site", fill out the information specific to your site. For example, if you are based in EU, enter "EMEA-SESU".

ATTENTION It is important to remember that if parts of the research are missing, or the specific Andon Cord annotation has not been followed, the Advisor will reject the Andon Cord without providing any further information. This results in an increase of your AHT, because of the waiting time for the first rejected Andon Cord, and the second Andon Cord, where all information has been provided.

How to Pull an Andon Cord? 1.Click this button opens the Andon Cord Request. 2.Fill out the Andon Question with the specific question you have to the Advisor.

Non-Controllable vs. Non-Controllable Andon Cords Andon Gap: What is the gap found on the Andon Cord? Andon Root Cause: What is the reason for why the Andon Cord was raised? Based on the selection in these 2 sections of the survey, your Andon Cord will be classified either as Non-Controllable or Controllable.

Non-Controllable Andon Cords In such situations, Advisor's and TME's will use resources like: -Amazon Wiki Pages -A ticket resolver group answer -Tribal Knowledge Below are some examples: -The Advisor uses a wiki that is not linked in a PWF/SOP. -The Advisor found a ticket with a similar/same issue, but the ticket is not related to your case. -The Advisor uses their experience from a similar Andon Cord / previous question.

Controllable Andon Cords It happen when you don't follow the process in an existing CIM, PWF, SOP and/or Help Page or the correct Andon Cord procedure.

As a general rule, if a resource is available within CIM communications, Paragon or Seller Central, these resources must always be used in their entirety and documented in an annotation. Controllable Andon Cords are considered a “waste”, as they require additional resources (Advisors, TMEs) to resolve the Selling Partner's issue when, due to these being already documented processes, weren’t needed.

Controllable Andon Cords let us find teaching opportunities in terms of research. This information is used by leaders to provide coaching and improve your investigation skills.

INCOMPLETE INFORMATION Incomplete Information refers to when you did not provide sufficient information in your annotation about the case or issue that you need help with. The following are considered as Incomplete Information: -Incomplete/Missing Annotation. -Insufficient / Incomplete Research. -Not reading all correspondences between Selling Partner and Amazon Seller Support.

INACCURATE ANDON PULL An inaccurate Andon Pull happens when you: -Raise the Andon Cord with the wrong skill or severity. -You are unavailable when the Advisor/TME reaches out to you.

PROCESS NOT FOLLOWED Process Not Followed refers to existing processes in place for the Selling Partner's issue, which have not been followed correctly. Processes and specific examples include: -CIM communications You did not follow the instructions from a CIM announcement. -Paragon Workflows (PWF) You did not launch/start an applicable Paragon Workflow. You did not follow the steps indicated in the Paragon Workflow. -SOPs You referred to an incorrect SOP. You did not follow the correct SOP or all steps in the SOP. -Help Pages You did not follow the instructions indicated on a Help Page. -SIM tickets You did not follow the instructions provided by a Resolver Group in a SIM ticket, which is attached to the case.

What does Selling Assistant do?

1 Identify the seller's problem 2 Run a diagnostics check that identifies the root cause of the problem 3 Recommend an email blurb to use 4 Display the 'call to action' buttons

Blurb is built for problem acknowledgement, direct answer/outcome, and educational information.

Paragon Workflow (PWF) Process steps 1.Select the Atlas Card matching your case. 2.The Paragon Workflow is started. 3.Follow the steps provided by the Workflow. 4.Send resolution e-mail to the Selling Partner. 5.Resolve the case.

NOTE:

1. Login on Paragon 5 mins before shift > AVAILABLE
2. Call sign - input the number and call
3. Change search view - search engine at Paragon
4. Blurb can provide additional emails that can be used for case annotation.
5. SOP will be used if there is no workflow for the said case.
6. Every time you will handle a case, Annotation is needed to track invalid.

   SOP

7. Andon reason is case review to support.
8. SOP: Seller Intent Seller provided identifiers or documents. Skill Research done Change Integration Management / CIM announcement (can be omitted) PWF Help page link SOP link Tool link Ticket or SIM reference (can be removed) Question to advisor If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction. Case status
9. Tool / can be search via search engine or click the link > Tool *like error of the seller account
10. Marketplace is NA & CA.
11. Preferences - if there is no Andon bell, set it here. This will show the "Pull Andon cord" button beside "Annotate".
12. Axiom - will determine the performance of SPS Associate. Check it every day. METRICS.
13. 1 is Amazon Marketplace in Tenant ID
14. Seller ID: DO NOT SHARE TO THE SELLER.
15. SIV in Progress - not completed on registration
16. Sometimes business phone of the seller is not updated.
17. Email address of the seller is where we send the case.
18. Green is for Annotation. Gray is for Email.
19. Andon Cord > Case Review > English > M@ > Select the appropriate seller's issue/if you do not know, click General Issue > Approval from Support/Case Review > RESOLVED (Case Status) 19.1 Before you submit the case for resolve, need the case to be reviewed / ANDON. 19.2 If it is 911, same process with regular case however the email is urgent and on top list.
20. When is about to end shift, transfer the case to Lobby.
21. ISSUE SUMMARY - another way of annotation
22. Reason Code is found in PWF. If not, check it on SOP.

SPS Help page Tools PWF SOP's CIM Communication

Atlas is a Selling Partner Contact Classification system that consists of three primary features: Machine Learning, Taxonomy, and Associate Validation.

Figure 1: Pre-determined selection.

Atlas Cards (Label) consist of four levels:

Level 1 - Domain: What type of contact is this? (for example: Listings and Offers). / which part of the issue of the seller or seller's intent?

Level 2 - Topic: What is the contact about? (for example: Manage Listings).

Level 3 - Seller Task: What task was the Selling Partner trying to complete when they run into an issue that led them to contact Amazon? (for example: Add a product). If the issue of the seller is unavailable on this part, click Everything Else.

Level 4 - Why Seller Contacted: The reason the Selling Partner was unable to accomplish the Seller Task (for example: General question about adding a product). Select the most appropriate reason why the seller contacted. When in Seller Task is Everything Else, click also Everything Else also.

Atlas provides two pre-determined selections for Levels 1-3 (Domain, Topic, Task). After reviewing the Selling Partner's e-mail, you can select one of the pre-determined selections or use keywords to search for a more accurate selection.

Selecting an Atlas Card will launch a Paragon Workflow (if available), that will guide and help you to resolve the Selling Partner's issue.

If a Paragon Workflow is not available, you will need to research the Selling Partner's issue using other available resources (SOPs and Help pages) to handle your case.

The Seller Task is not the root cause of the issue. It is your understanding of what the Selling Partner was trying to do. When a Selling Partner describes multiple issues, select a Seller Task that captures the Selling Partner's issue closest.

After case diagnosis, when you determine the root cause of the issue and replying to the Selling Partner, you need to select the Why Seller Contacted, Reason Category and Reason Code correctly, before sending your reply to the Selling Partner.

Remember, the Seller Task and Why Seller Contacted is not the root cause of the issue. It is your understanding of what the Selling Partner was trying to do.

Additionally you need to select a Reason Category and Reason Code, which is the actual root cause of the issue and this helps other teams in Amazon to understand what needs to be improved or reviewed.

Ex: In the example given, the Selling Partner contacted us about how to add a product to their inventory.

• The correct Seller Task is "Add a Product" and; • Under Why Seller Contacted you should select "Learn Process/Steps to Add Product".

• The Reason Category is "Product Listings" and; • The correct Reason Code is "Item Creation and Matching".

Bookmark the Launched Paragon Workflow Info in your Browser, where you will find the best Atlas Card to select depending on, which Selling Partner concerns you handle in your case. When resolving your case with choosing a "Why Seller Contacted", in most cases, the Reason Code will automatically be populated. You do not need to change the Reason Code, unless it is incorrect. If Paragon Workflow was not available and you researched and resolved the Selling Partner's issue using other resources in the most SOPs you will find the correct Reason Category and Reason Code you need to select.

When the following incorrect selections are made, Atlas and other internal teams cannot identify the task that the Selling Partner is trying to complete or the root cause of their issue.

Incorrect Atlas Selection during Case Handling (Figure 1): Overuse of “Everything Else”: Incorrectly selecting “Everything Else” instead of selecting an existing Seller Task. No Selection for Seller Task: Not selecting an Atlas Seller Task and resolving a case.

Incorrect Atlas Selection during Case Resolution (Figure 2): Overuse of “Everything Else”: Incorrectly selecting “Everything Else” instead of selecting an existing Why Seller Contacted.

Domain - Listing and Offers Seller Task - Add a Product Why seller contacted - General question about adding a product Topic - Manage Listing

The most accurate Atlas Card selections, you will:

1. Launch a Paragon Workflow, if one is available.
2. Be provided resources to resolve the contact (SOPs, Help pages and Tools).

Resources within a Case - Paragon

1. Paragon Workflow is a tool designed to automate an associate's research tasks.

Read email > click Atlas card > click selection ***If not Atlas card available, click Seller Task > click selection

1. An SOP is an internal standard operating procedure that lives in the Paragon Search bar for SPS associates.

2. Internal standard operating procedure

3. Access Paragon search bar

4. Search for SOP if no Paragon Workflow

5. SPS only

6. Troubleshoot Seller's Contact

7. Learn process

Parts of an SOP (last updated on Sept 28, 2020)

1. Marketplace of SOP amazon.com NA | amazon.ca CA
2. Title and Brief Description - guide seller's issue matches the description of issues, processes or resolutions outlined here
3. Last Updated

• update on the process of SOP -routing section refers to the audience this SOP is applicable either internal/in-house/active or partner/outsource site. Always check it if its within your skill, if not -marketplaces section that tells you this SOP is applicable to which all organizational units (OUs) -platform section tells you this SOP is for which skill set or Amazon program

1. Checklist
2. FAQ/Scenarios
3. Link to Help page **Help pages = Located in Seller Central + Seller and SPS Accessibility + Most reliable resource

NOTES: SOP

**Searching for Help Pages

1. Click the Help option or search box
2. Insert the keyword into Athena/search option
3. Type keyword of the issue like Add a Product.
4. Lists will be generated
5. Click the most appropriate search
6. Click the Athena option **Do not click buttons that will make irreversible changes in the seller's account./Seller Facing Workflows or automate seller's troubleshooting experience in Seller Central.

//

1. Use Search box or Help option
2. Enter keywords in Search bar
3. Select video or text based Help content
4. Select most applicable result
5. The selected Help page will open within Athena
6. Click the icon to open the Help Page in a new window

Parts of a Help Page

1. Main & subcategories
2. Title & brief description
3. Main help information outlining a process or explaining steps on the topic
4. Related Articles/titles useful based on your current keywords
5. Need more help/visit seller forum or contact SPS from "Get support" option
6. Sellers can opt to leave feedback on the usefulness of a Help page
7. Reason Category/Code
8. Blurbs/Talking Points
9. Hyperlink to another SOP

Search for SOPS - use the Paragon Workbench **this is for SOPs and blurbs

Paragon Search Page

Finding Blurb

1. Use keyword like "cancel order". Click GO.
2. At left side of Search box, you can see "All Areas", "Case", "Blurb", "SOP", and "Tool".
3. Click BLURB.
4. Click the Marketplace (US).
5. Click en-US for English Language.
6. Click the selection, you can copy the information for your case on a new page.

Finding SOP

1. Use keyword like "prohibited products". Click GO.
2. At left side of Search box, you can see "All Areas", "Case", "Blurb", "SOP", and "Tool".
3. Click SOP.
4. Click the Marketplace (US).
5. Click en-US for English Language.
6. Click the selection, you can copy the information for your case on a new page.

Where to find the Paragon Search Page?

Lobby - click "Search All Your Cases" from your Lobby to get to the Paragon Search Page. Case

Paragon Direct Connect - EN Seller Task Selection - helps you identify selling partner's intent. Benefits:

1. Locate important resources quickly and efficiently from inside a case.
2. Reduce your Average Handle Time (AHT).
3. Provide better and more consistent experiences to selling partners. Action: Seller Task panel

click the Seller Task panel SELLER TASK FEATURES Paragon Search - search Paragon resources, similar to searching from the Paragon Lobby Seller Tasks Section - includes a list of predicted Seller Tasks in a linear format Seller Task "+" Icon - click the + icon next to each Seller Task level to choose a different label for that level View Domains Link - select a different description for the problem to change the top-level selection Select Button - view resources for the selected Seller Task Seller Task Search - locate Seller Tasks using a keyword search Action: Select the Seller Task: "Create/Manage Promotions" Click one of the ff. items in the top Atlas Card to select this Seller Task:

• "Select" button
• "Create/Manage Promotions" Select Seller Task Section - list of selected Seller Tasks that direct you to related resources - represent the majority of repeatable cases, not unique requests Action: Select Seller Task - Account at Risk AHR Questions
  • from the Select Seller Task list, click the Account At Risk AHR Questions link **Important -Selecting a Seller Task is required to properly identify your case with labels -Always select a Seller Task before resolving a case.

SIM Ticketing (In-house)

Working with Tickets after Submission Track Ticket Progress Provide timely responses to the ticket correspondence Respond to the SP

Identifying Ticket Statuses and Severity

SIM Ticket Statuses Assigned -submitted to the trouble ticketing system and a ticket is reassigned to a new Resolver Researching - figure out what the problem is b4 estimating the date of completion and determining whether the ticket has been assigned to the right resolver group Work in Progress - status when the ticket resolver is resolving the ticket unless when it is set to PRI status Pending Requester Information - place the ticket into holding period while waiting for additional info from the requester or waiting for a related task to be completed Resolved - has fixed the problem. it can be reopened for the next 15days post wc will be moved to the closed status Closed - final step in resolving SIM ticket but most of it auto closed 15days after the resolution date of the ticket. once on this status, it cannot be reopened.

Severity of the ticket is used to communicate to the resolver how the issue will impact our business or productivity.

1. Business Critical Function Down
2. Business Critical Function Impaired
3. Group Productivity Impaired
4. Individual Productivity Impaired
5. Productivity not immediately affected

SIM Ticketing (Outsource)

Intro. to SIM Ticketing Issue tracking system used by Amazon Tickets are communication threads where we interact with other teams to fix seller's issues Remedy allows you to create, track, view, and edit these tickets

The SIM Ticketing Tools

3 Remedy Tools SOP Quicklink -primary tool used to create tickets/hyperlink for shortcut

When to create a Ticket? directed by an SOP or PWF

Creating, Cutting, Refer to the same, and Raising a ticket

via SOP Quicklinks standardize ticket quality speed up the ticket creation process avoid errors in ticket creation

**Leia workflow appears on some Ticket Creation. just provide the details and click next.

SIM Keyword Search - allows to search for larger scale issues where a ticket has been already created. open the SIM ticketing tool and enter a keyword

SIM View and Edit - allows to view a previously created ticket and edit it when needed steps: locate the id > copy > paste on the search engine > next page of previously created ticket > adding correspondence

Best Practices of SIM Ticketing System Ticket Information - seller/vendor id, case id, product id, why seller contacted, sop used, and attachment Who owns this? - leaders act on behalf of the entire company, beyond just their own team / Ownership as one of the Leadership Principles Ticket Updates Escalating - escalate when there is no update for 2 or 3 business days w/o correspondence on the ticket Broken Quicklinks - escalate to the leader when there is an error in the ticket creation. they have specific tool to create ticket for you.

Intro. to SIM Ticket Process Case Flow Paragon Workflow available > Paragon Workflow does not exist > SIM Ticket validity > Check for Water Rule > No resolution from Water Rule > SIM ticket resolution > Additional information required > More information > Updating requesting information

What is a SIM ticket? A SIM ticket is a means to contact an internal team to request help in order to resolve a seller contact.

When do we raise a SIM? SIMs are raised automatically through Paragon Workflows (PWF) or manually when required in an SOP (Standard Operating Procedure) through a quicklink or by providing a CTI. Remember: Any Pending Amazon Action (PAA) Paragon case that requires a SIM should have it attached.

How do you raise an accurate SIM? Click on the highlighted sections below to understand the required information to raise an accurate SIM.

Accurate SIM Ticket (Parts)

Title: Title of the SIM ticket should clearly state the subject area of the issue

Details: The following information should be included without fail: Case ID Seller name Seller ID Marketplace ID

Review: In this section, include the details provided by the selling partner, such as Order ID, ASIN, SKU, Batch ID, etc.

SOP: Provide the link for accurate/nearest SOP followed.

Issue: From the seller contact, identify the main problem and then clearly state the issue here for the Ticket Resolver Group to help you with.

Troubleshooting steps: Document the steps performed to troubleshoot/validate the issue before raising this ticket. Note: Include results and links of each step along with screenshots, if available

The correct order the following steps related to accurately raise a ticket to T4.

1. Ticket Title
2. Details
3. Issue
4. Review
5. Troubleshooting Steps
6. Check for SOP

Water Rules include troubleshooting steps and follow SOPs mentioned. It is your responsibility to make sure these steps are covered.

2 tips on selecting the right Atlas Card Review the case correspondence and identify what task the Selling Partner is trying to complete. This should not require an investigation or root cause analysis. Review the Primary and Secondary Atlas Card predictions. If one of the predictions is correct, select it.

1. Associate facing resource - SOPs
2. Available to associates and Selling Partners - Seller Central Help Pages
3. Launched by selecting Atlas Cards - Paragon Workflows

The Selling Partner Support (SPS) Trouble Ticket Triage Team (T4) helps prioritize the tickets sourced from SPS requests to Software Development (DEV) and product teams.

T4 team improves the seller and SPS associate experience through: Trend identification and analysis. Problem management. Documentation. Ticket reduction. Automation. Tool development.

However, T4 does NOT: Own any Standard Operating Procedures (SOPs) or Paragon Workflow (PWFs). Provide case research assistance. Provide product or policy education. Provide case follow-up assistance.

Who is the Selling Partner? Must have information: Seller's ID. Seller name. Account type. Insert in: Ticket overview. Why is it important for T4? Enables seller identification.

What is the problem? Must have information: Paraphrased problem statement including ASIN, SKU, Batch ID, Order ID, etc. Expected versus actual result details. Impact to Selling Partner. Insert in: Ticket overview. Why is it important for T4? Enables identification of scope of problem.

Where is the problem? Must have information: Marketplace ID. Problem location (Manage Your Inventory page, Detail page, etc). Insert in: Ticket overview. Why is it important for T4? Confirm troubleshooting has been performed before raising SIM.

Why are you contacting this team? Must have information: Completed troubleshooting steps. Exact reason for ticket. SOP closest to the Selling Partner's issue. Insert in: Ticket overview. Why is it important for T4? Avoids duplication of troubleshooting efforts when making judgement calls.

Have I provided everything required on this ticket? Must have information: Attachments such as related emails, files, screenshots or documents that supplements the research. Insert in: Information tab. Why is it important for T4? Peek Now limitations for T4 and time-bound tool results creates dependency on these attachments during verification.

Do Unless SIMs are created automatically through Paragon workflow, you need to identify the correct SOP that warrants raising a SIM.

Don't Do not copy and paste the Selling Partner's correspondence directly into the ticket overview. Paraphrase in your own words to include process specific terminology and to explain actual vs. expected scenario.

Inaccurate tickets are caused by missing information and amount to approximately 60% of all tickets raised each year! Such tickets are internally classified as 'Non-Value Add' (NVA).

Common causes of NVA tickets are the absence of any of the following: Link to accurate or nearest SOPs. Attached required documents. Troubleshooting steps performed. Accurate short description of ticket. Check for existing ticket to avoid duplicates.

Understand the role of T4 in SIM tickets The Selling Partner Support (SPS) Trouble Ticket Triage Team (T4) helps prioritize the tickets sourced from SPS requests to Software Development (DEV) and product teams. Accurately raise a SIM with all required information Accurate tickets should contain title, details, issue, review, troubleshooting steps and SOP. Identify common defects on SIMs Missing SOPs, attachments, troubleshooting steps, a short description and not searching for existing tickets.

SIM Ticket for SPS Associate is Outsource

New Hires Tools List

Account • SPOT Seller Overview / Seller Information • Merchant Portal • PARIS

Listings • SPOT: ASIN Troubleshooting • CSI • Simple Reconciled Data Viewer • Show Gating Decisions • Buyability Analyzer • Tico • Time Machine

Orders • SPOT Orders • BadCat • Feenix / FBA Revenue Calculator • Shipping Engine Dashboard (SED)

Payments • SPOT Payments & Transactions • PayStation • Wallet

Other • Search Troubleshooter • Catalog Issues Troubleshooter • Deals Dashboard

SPOT – SELLER OVERVIEW / SELLER INFORMATION • Used to identify home marketplace • Used to identify any issues with the account • Check account status • Verify if payment information status is normal • Get overview of other open cases from the seller

Case Access is limited to 3x.

If the case cannot be opened in Paragon, check it via Seller Log.

MERCHANT PORTAL • Used to identify if account is in MINIMAL_SCORE • Used to investigate when seller registered and for which seller type (individual/professional)

PARIS • Used to identify if seller is currently in the verification process, or if seller has been verified. • Identify a seller‘s home marketplace • Statuses: • Compliant = seller was successfully verified • PendingThresholds = reserve of money after verification is completed • RequestAdditionalDetails = seller needs to provide additional information/documents for the verification (check seller central > account info if in red. • InvestigationInProgress = verification is currently being done by KYC. *KYC - this is a particular team. • NotCompliant = seller could not be verified (transfer to KYC).

LISTING

SPOT: ASIN TROUBLESHOOTING • Used to identify: • Category • subcategory/product type • See if the ASIN is buyable/blocked • Identify attributes by a seller and who is winning the reconciliation score (seller, brand, Amazon) • Review images provided by a seller

CSI Simple Reconciled Product Data View • Used to identify any blocks on an ASIN. • Used to identify the reason for a block of an ASIN (Manually yanked). Merchant Category Authorizations View • Used to identify for which categories a seller is approved. Show Gating Decisions • Used to identify if there is a specific gating on an ASIN (for the seller).

*All the details and information provided in CSI Data Viewer should not be shared to the SP. However, an associate can say instead that "upon investigation, the category is restricted".

TOP OFFENDER • Used to identify a matching error when listing a new product to the catalog. • Examples for errors: 5461 or 8572. NEXT SOPs: • https://paragoneu.amazon.com/hz/codex/?id=G3B4U9WNFC6FP4SX&l ayer=Published/GB&locale=en-US • https://paragon-eu.amazon.com/hz/codex/?id=GUIDD83534E6-14F8-4FB3-9BF0- 3C6ED9F4804E&layer=Published/GB&locale=en-US Wiki (error codes): https://w.amazon.com/bin/view/BRAIN/BrandContributionA uthorizationService/ErrorCodes/

BUYABILITY ANALYZER • Used to check if a seller‘s listing is buayble, the price set by the seller, the quantity, the condition and the seller‘s SKU.

TICO • Used to get an overview of the ASIN and possible issues. • Gives a detailed overview of errors and what has been done to eventually solve those.

TIME MACHINE • Used to review changes made to an ASIN/SKU in the past • Select item, enter ASIN and marketplace, select time frame to see data

Atlas Labels Supported by SOPs Paragon Recommended SOPS - the recommended SOPs section will include SOPs related to the SP's issue Action: View SOP link - ex: click the "Account Health FAQ" link Resource Updates - if an SOP has been updated within the last 30 days, an icon will appear alerting you about that the process has been charged. Short Descriptions - when an associate hovers their mouse over the icon, a short description of the SOP will be displayed

Atlas Labels Supported by Paragon Workflow Paragon Workflow - for supported Seller Tasks, PWF is displayed below Atlas Labels

Atlas Labels Supported by Paragon Workflow and SOPs

1. Description label will appear and below are Launch Workflow button, and Related SOPs.
2. click Launch Workflow and a description will appear
3. If the workflow description is not match to your case, click Related SOPs.
4. An SOP related on the case will appear on a new page.

Choosing a different Seller Task Change Task > If no applicable, click Recommended SOPs > If unable to locate a suitable Seller Task for the case, click "No suitable Seller Task? Suggest labels here" > Provide feedback for the Atlas Label selection for this Seller Task.

error code 5665 - escalate create a listing and getting an error code 5461 - match only multiple listing - whtml required b4 opening investigation - images of product/packaging and brand name use Top Offender tool - match only confirm the ASIN by using CSI show gating decision search - whtml

differences bet. titles of parents and child ASIN - vrfaq ASIN has incorrect parent - vrfaq SOP can be used by associates trained in Feeds - walk a seller create a variation - vrfaq

accidentally refunded an order wc was incorrect - retrocharging auto refund to the B w/o having the item returned - mfn doesn't receive the order - cportr spot orders tool - retro us market only - free replacement and return less replacement faq

sending out too many msg - bsmsfaq delivery of a msgs to a B failed - acp dashboard buyer seller messaging service faq sop - msuaa eadd as prerequisite in SOP - hacaafmtab

when i will get paid and how much - pptg settlements, transactions, debts, mon. service fees - visible tabs in payments and trans. not shared with SP - atpvitst payment page troubleshooting guide sop > atlas card - account balance > balance and payments > missing, delayed or incomplete payment

why not winning on featured offer anymore- coaching for seller metrics not show when i sort the search result - sf item name, merchant name, cust review, price, bmvd, fulfillment, shipping, condition, c note - offer appear at the top ASIN not searchable - flagged as adult product and is a parent in a variation

manage my inventory and update my listing atst - build intl listing faq unify two global accnt to a single accnt - gafaq sell in new region - gafaq active offer in source marketplace, approved for restricted, comply with all laws - requirements close other accounts and just keep the one opened - usacfaq

someone accessed my accnt w/o being authorized - hacac should have obtained the name of the bank - escalate suspicious activity -hacac cannot access my accnt -cafaq tt or sim -escalate

SIM Ticketing Platform

CTI category (marketing or security) , type (team or service/within category), and item (specific product or feature belonging to that team or service) - manual

Another option is to cut SIM tickets thru Paragon Workflow (auto create a SIM ticket based on the info. CTI will be auto selected by the workflow) and SOPs (quick link).

Submitting a SIM Ticket

Ticket Title identifies whether 911 or not, summary of the issue, case id, and SP id

Case Information PWF - relevant info like ASIN or Order IDs SOP - provide quick link

SOPs used why you opened the ticket, if it is not in the template, make sure to add it manually before opening the ticket.

Tools used (if any) use as part of our research and troubleshooting, should be included on the Description field of the ticket

Troubleshooting steps taken follow all steps provided in the SOP or Workflow to avoid non-value-added ticket.

Attachments added verify if the SP provided these attachment such as screenshots, product images and relevant document. Once you have them, attach in SIM ticket. Attach in Information Tab.

Water Rule confirmed checklist of the requirements which need to be completed otherwise the ticket resolver will not work on the SIM ticket

Inform the SP once verified your ticket, set your case to PAA and inform SP about the update. Make sure to use essential skills and follow the GREAT model when constructing your email.

SIM View and Edit Copy Ticket ID Paste in search engine Brought on the page of the Ticket If needs respond, do so. Adding Correspondence to the Ticket Using keywords that allows you to search for larger scale issues where a ticket has been already created. Open the SIM Ticketing tool and enter a keywords. The resulting page will appear, will be sorted.

Managing the SP Relationship

TENET We trust our SPs Reduce SP effort Answer the Question Asked: Never Guess Solve the Problem Escalate Systemic Problem

Positive positioning is the ability to communicate a difficult message in a way that fosters customer trust and partner support. Best practices for communicating during a difficult interaction:  Use the seller’s name.  Restate the issue.  Take ownership.  Monitor your tone of voice.  Remember to smile.  Use “for you” in your response.  Resolve the issue.  Say thank you. Positive words to use during a difficult interaction:  Certainly.  Completely.  Definitively.  Exactly.  Excellent.  Great.  Interesting.  Quickly.

SPS - New Hire - Interim Assessment I - EN

Click Login with the organization credential.

1. View Seller account - read only fashion
2. Good Annotation - No, lacking details and crucial info
3. Why keep track SIM ticket's progress - to ensure that the proper resolver for the issue
4. 2 options for Transfer - queue to Paragon, outside Paragon
5. PWF - launched it
6. Add to Cart, which SOP provides correct Atlas Card - launched PWF info
7. GREAT Greet - introduce Explain - investigate Advise - reiterate Recognize - listen Thank - confirm
8. correct Atlas Card - correct investigation steps
9. overuse everything else
10. put star at seller task
11. put star at search bar
12. seller central
13. billing
14. more than 40, no add fees
15. can choose fulfill method, reach international customer, customer inquiries
16. books and magazine
17. product id, price, condition - create listing as required / image and price are not required
18. put star at ship from Amazon - FWB
19. change image of the item - 24 hrs and transfer to Catalog team
20. outsource click submit
21. Quicklinks - SOP
22. SIM created - t.corp@amazon.com click submit

Getting Started as a Selling Partner - Level 1

Update via Seller Central

Issues Categories

Educational - SP asks how to do something Technical - issues usually present themselves as very detailed with errors messages from the system which may require help from other teams within Amazon Emotional - underlying issue like education or technical however acknowledging and empathizing with the SP is key in order to truly uncover the type of issue they are having. ○ Be patient - hear them out ○ Acknowledge their concern ○ Empathize with their situation ○ Don't dismiss their concern

Seller Intent Process Flow Read the email and identify Amazon-specific terminology and problem phrases > Do you have necessary information to process? >> No information on case? Put in PMA and ask for more info. > Start annotating case > Input unique identifiers into initial troubleshooting tools > Use information from email and tool outputs to validate Atlas or select the correct Atlas > Read all case information. Validate tool findings against annotations. > Verify if the issue is already resolved. >> If the issue is already resolved, resolve the case. > Can you identify cause of seller's issue? > Replicate seller's issue > Is the issue found? > Annotate and resolve the case

CASE STUDY 1 Educational

Seller Intent: The SP needs to add products in inventory but they do not know how to proceed. Seller provided identifier/doc: NA Skill: M@ Research done: Followed the PWF Listing > Manage Listings > Add a product and investigated the Add a Product FAQ. Then explained to customer how to add products to their inventory. CIM/PWF/SOP/Help Page to handle the contact: Help page: https://sellercentral.amazon.com/gp/help/external/200220550 SOP: NA Tools used: Help pages TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA Case Status: Resolve

Adding products; I don't know how to do.

Response

Hello from Amazon Selling Partner Support,

In order to create your products on Amazon, please follow steps listed below:

-Access Seller Central; -Click on Inventory > Add a Products; -Click on I'm adding a product not sold on Amazon; -Select category and sub-categories related to your products; -Fill out all the mandatory fields (feel free to fill out also the optional fields if you wish); -Click on Save and Finish.

At this point, you would need to wait few minutes before you offers will be visible on the Amazon catalogue. Once your products will be visible on Amazon, they will be visible to any potential buyer.

Regards, SPS Associate

CASE STUDY 2 Educational

Seller Intent: The Seller Partner created a product but they cannot see it on Amazon. The SP needs guidance on how to activate a product in the inventory. Seller provided identifier/doc: NA Skill: M@ Research done: Followed the PWF Listing > Manage Listings > Listing Not Buyable and investigated SOPs and Help Pages. Then informed customer how to activate a product in the inventory. CIM/PWF/SOP/Help Page to handle the contact: Use Manage Inventory: https://sellercentral.amazon.com/gp/he;[/external/551?language=en_US&ref=efph_551_cont_200587810 SOP: Manage Your Inventory Page FAQ: https://paragon-na.amazon.com/hz/codex?id=GUID-7AD9393C-6438-4584-A725-4DE71669441C Investigate Why Listing is not Appearing on Manage Your Inventory: https://paragon-na-amazon.com/hz/codex/?id=GLM5TZRUUTUQ3F8N&layer=Published/US&locale=en-US Tools used: Help pages and SOPS TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA Case Status: Resolve

I cannot see the product; I want my product to be buyable on Amazon; I want my product active.

Response

Hello from Amazon Selling Partner Support,

In order to activate a product list in the inventory, please follow steps listed below:

-Access Seller Central; -Click on Inventory > Manage Your Inventory; -Click on a list; -Provide all the necessary details; -Fill out all the mandatory fields (feel free to fill out also the optional fields if you wish); -To activate a product, ensure not to miss a detail. -Click on Save and Finish.

For your information, Use Manage Inventory: https://sellercentral.amazon.com/gp/he;[/external/551?language=en_US&ref=efph_551_cont_200587810 SOP: Manage Your Inventory Page FAQ: https://paragon-na.amazon.com/hz/codex?id=GUID-7AD9393C-6438-4584-A725-4DE71669441C Investigate Why Listing is not Appearing on Manage Your Inventory: https://paragon-na-amazon.com/hz/codex/?id=GLM5TZRUUTUQ3F8N&layer=Published/US&locale=en-US Tools used: Help pages and SOPS

Once your product list will be activated on Amazon, they will be visible to any potential buyer.

Regards, SPS Associate

CASE STUDY 3 Educational

Seller Intent: The SP wants downgrade to Individual, but they don't know how they can do that. Seller provided identifier/doc: NA Skill: M@ Research done: Followed the PWF Account Setting > Account Setup > Seller Account Upgrade/Downgrade and investigated SOPs and Help Pages. Then informed customer how to downgrade to Individual. CIM/PWF/SOP/Help Page to handle the contact: Switch to an Individual selling plan: https://sellercentral.amazon.sg/gp/help/external/201710030?language=en_SG&ref+efph_201710030_cont_64491 SOP: NA Tools used: Help pages TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA Case Status: Resolve

Move to the Individual selling plan; I don't know how to proceed.

Response Hello from Amazon Selling Partner Support,

I would like to inform you that you can downgrade your selling account to Individual at any time and without any additional cost. Please follow steps below in order to downgrade your account:

• Access Seller Central;
• Click on Settings > Account Info;
• On your Services tab, click Manage;
• On the next page, click Downgrade.

Changes to your selling plan will be reflected in the next billing cycle. By downgrading to Individual, you will not be charged again for the monthly subscription fee.

If, in the future, you wish to go back to the Professional selling plan, please follow the steps provided, the upgrade will be immediate.

Regards, SPS Associate

Seller Intent Process Flow

1. Read the email and identify keywords
2. Annotate case.
3. Select Atlas Card to start investigation and troubleshooting.
4. Verify if the issue is already resolved.
5. Replicate and resolve seller's issue.
6. Annotate case, reply to the seller and resolve case.

EMAIL HANDLING PROCESS

Job Aid - Standard Case Handling Process Flow

Step 1: Accept case in Paragon Step 2: Determine case type Step 3. Identify seller's intent Step 4: Provide standard annotation Step 4.1: Determine seller's Account Status Step 5: Are you trained to handle this skill? Step 6: Select Atlas Card based on seller's intent Step 7: Follow Paragon Workflow (PWF) instructions Step 8: Follow Trouble Ticket (TT) process Step 9: Wrap-up communication Step 10: Resolve the case Step 10.1 Update Case Status Step 10.2 Select most appropriate Atlas Reason Code

Investigate Case Details

1. Expand and review Seller Info widget
2. Verify Account Status is Active or Normal

Contact was Initiated through Seller Central Process

1. Review existing cases to confirm the contact is not a duplicate
2. Confirm the request does not include more than 5 identifiers (SKUs, FNSKUs, ASINs, orders, etc.) ○ Partners or Workspace-enabled associates can skip this step.
3. Handle the selling partner's issue using Help Pages, SOPs, and PWFs

Contact was not Initiated through Seller Central ○ Referred to as 99 email contact often originating from Customer Service e.g. seller-response@amazon.com, no_registered_selling@amazon.acct

1. Determine selling partner's email address from existing correspondence
2. Update email address associated with selling partner's account ○ SOP - Edit Case Details in Paragon
3. Review existing cases to confirm the contact is not a duplicate
4. Confirm the request does not include more than 5 identifiers (SKUs, FNSKUs, ASINs, orders, etc.)
5. Handle the selling partner's issue using Help Pages, SOPs, and PWFs

Responding to an Email Contact in Paragon

Reply Using a Blurb ○ Click the + icon next to a blurb title

Reply When No Blurb is Available ○ Click the Reply button ○ Compose message including: • Greeting • SKUs, ASINs, Order IDs, etc. relevant to selling partner's question

Responding to an Email Contact in Paragon Insert Attachment(s) •Screenshots should never be attached Spellcheck Dictionary Language

Select Case Status • When Resolving a case, follow SOP: Review Opportunities and Alerts in Paragon • Review SOP: Reasons to Reject an Alert of Opportunity from an Email Case in Paragon • To reject an opportunity or alert, refer to SOP: Reject an Opportunity or Alert in Paragon

Select Seller Task Select Why Seller Contacted (Atlas Code / Use Case)

• Click Review link to preview the message • Review greeting, spelling, and completeness • Click Go Back to return and make edits • Click Submit to send

Transferring Emails to a Different Department To Transfer an email:

1. Within your Paragon case, go to Issue Summary section.
2. Click Transfer.
3. A new menu will be displayed with 3 options. Select Another queue under Type of transfer.
4. In the search field, enter the required queue.
5. Select the appropriate queue.
6. Add issue summary with the reason for transfer.
7. Click Transfer Case.

When transferring emails we do not send an email to the Seller letting them know that they are being transferred. We simply transfer them to the correct department and they will handle the SP's issue.

Resources The ff. SOPs are relevant to the content in this module: • Accept an Incoming Email in Paragon • Handle an Email Contact • Review the Seller Info Widget in Paragon • Guidelines to determine whether contacts were initiated through Seller Central • Review a seller's existing cases in Paragon • Edit case details in Paragon • Handle a 99 Email Contact • Send an Outbound Email to a Case Via Paragon • Review Opportunities and Alerts in Paragon • Insert an Attachment to an Outbound Email Case via Paragon

Email contacts that originated outside of SC • The Seller ID will be 99 for cases originating from outside of Seller Central • When you receive the case the email address of the selling partner's original contact will not be captured in the Seller info section • Cases originating from outside of SC often come from Customer Service • Refer to the following SOPs for more information: Guidelines to determine whether contacts were initiated through SC

Handling an Email Contact that did not originate from within SC • Review any existing correspondence on the case to see where the original contact came from • Update the email associated with the registered selling partner's account • Refer to the following SOPs for more information: • Edit Case Details in Paragon

Status of a case allows us to track its progress and provide more consistent experiences for our selling partners • Review alerts and opportunities on the case to determine if any should be rejected • Refer to the following SOPs for more information: • Review opportunities and alerts in Paragon • Reject an opportunities or alert in Paragon • Reasons to reject an alert or opportunity from an email case in Paragon

Seller Intent: The SP wanted to know how to update/modify bank account information. Seller provided identifiers/documents: NA Skill: M@ Research done: Followed instructions in the provided workflow for atlas card Update Account Banking/Credit Card Info and checked Help Page Bank account information, Provided next steps for the Selling Partner based on information in the Bank account information help page. CIM/PWF/SOP/Help Page to handle the contact: Add, view, and update your bank account information. https://sellercentral-europe.amazon.com/gp/help/G851 SOP: Account Banking FAQ Tools used: Help pages and SOPs TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized with the specific contact reason and cause for dissatisfaction? NA Case Status: Resolve

Response Hello from Amazon Selling Partner Support,

I understand that you wanted to know how to modify your bank account information. Please follow steps below.

Update existing bank account information • Go to Settings, and click Account Info. • On the Seller Account Information page, under Payment Information, click Deposit Methods. • Click Replace deposit method. If you need to edit other bank account information, click Manage Deposit Methods.

Note: To confirm that your bank account information has been updated, view the Deposit Methods page in Seller Central. It may take up to two business days for information to be updated.

For more information, you may access through this. Help Page: https://sellercentral.amazon.com/help/hub/reference/external/GWHNLFB85QAZ5W

Regards, SPS Associate

When raising your Ticket, make sure to provide the ff.

1. Description of issue
2. Context
3. Timestamp when issue happened
4. You alias
5. [Optional] Investigation already executed
6. Whether issue is consistent? Yes/No
7. Screenshot of issue (it should include full url)
8. Recording of the issue (recommended but optional for inconsistent issue or having security concern)
9. GACD/Connect Logs

Troubleshooting steps and CTI for issues with Amazon Connect can be found in the SOP Cut a Ticket to Report an Amazon Connect Issue.

Amazon Connect Control Panel ◘ A routing management system that associates use to receive SPs contacts ◘ A widget that cannot be removed, only collapsed or expanded.

Correct way to close a contact with the new Connect routing system is by either changing the status of the case after completing the investigation or by using the case actions in the case overview.

Multiple Contacts - Accept all of them. There can be multiple incoming contacts, which should be worked on one-by-one.

The AUX status in new Connect function in Paragon can be changed in the GACD.

When a PWF provides a blurb, the only two reasons to modify it are inaccurate or missing information.

Six Essential Skills Competencies

1. Communicates with Confidence
2. Uses Empathetic Language and Tone
3. Demonstrates active listening and reading
4. Demonstrates problem solving skills
5. Maintain positive positioning
6. Demonstrates response regulation

// Greetings, restating the problem for understanding, providing solution, how to prevent/resolve issue next time.

"Account Registration Process"

Individual Seller is less than 40 items. able to sell in about 20 different product categories like clothes, kitchen utensils, etc.

Professional Seller is more than 40 items. able to sell in more than 20 product categories like clothes, kitchen utensils, etc.

North America (United States, Canada, & Mexico)

FBA is inventory to Amazon. Store, Pack, and Ship as Fulfillment Method.

In America, it is more than 100 countries.

AMAZON SELLING = MORE SALES 1 Don't oversell 2 Ship fast 3 Be honest 4 Be responsive

BUYER AND SELLER WORKFLOW

register S > account setting S > list product S > search for product B > place order B > ship product S > confirm shipment S > get paid S > maintain metrics S

register S > account setting S > list product S > search for product B > place order B > ship product S > receive product B > leave reviews B

REGISTER PROCESS

1. Click on Sell on Amazon.
2. Click Sign Up.
3. Create an account. If there is already an existing buying account, sellers can skip this and log in instead.
4. Select the business location on a box that flies in.
5. Select the business type on the box that flies in.
6. Fill out
7. Agree and continue
8. Personal information
9. Phone number
10. Verify all information and click next.
11. Credit card. Cick next.
12. Store and product info.
13. Upload doc and verify account. Click submit.

BILLING is about bank account information.

SELLER FEES

INDIVIDUAL SELLING PLAN no sub fees $0.99 fewer than 40 items/mon

PROF SELLING PLAN $39.99 monthly sub fees no add fee per item sold more than 40 items/mon

m@ - fulfill by seller FBA - fulfill by Amazon third party - use Amazon services

SELLER PROGRAM Amazon global selling fulfillment by Amazon - can store, pick, pack, ship, and customer service Amazon business - promo on product/particular industry

"Exploring Seller Central" PEEK NOW - to view seller account Athena provides Help page / Athena Help Panel / search bar FAQs help page video forum quick answers selling partners support contact

"Add a Product"

Product identifiers also called GTINs (Global Trade Identification Numbers). UPC, EAN, and ISBN are common variations. These are found on the product itself or printed on the product. Bar code.

Universal Product Code - 12 digit numbers European Article Number - 13 digit numbers. Marketplaces int'l in US and Canada. International Standard Book Number - books, magazine, and published media. -older than 1967 do not have ISBN -10 digits number (before Jan 1, 2007) -13 digits number (after Jan 1, 2007)

ASINs (Amazon Standard Identification Number) cannot be found on products or product packaging and are not provided by manufacturers. 10 character long numbers that usually begin with B0. ex: B07P37XZFB. If media product, numbers only. It is found in website URL and also in Product Information.

BMVD (Books, Music, Video, and DVD)

"ASINs and Listing" Title, images, description, and bullet points. provide Stock Keeping Units (SKU) that meant to identify the product inside the seller's account. Same ASINs but different SKU whenever with same product however sold by different seller. Exception: When different fulfillment method, one ASINs and multiple SKU of the same product from a seller can work. SKU is system generated.

"How to add a product?" (Creating a New Listing)

1. Catalog > Add a Product
2. Search the product you want to sell using product identifiers and title of the product.
3. Condition of the Item. Price, Quantity, and Condition of the product; these are from existing and new listing. Manufacturer, Product ID, Item Name, and Brand Name are new listing. Sometimes, some sellers will approve a request from a third party seller to sell the same product.(application approval) Some sellers will allow those sellers. (sell product) Some sellers also disapproved those seller to sell the same product. (not available)
4. Fill out mandatory information and save.
5. Confirmation message

"Introduction to Detail Page"

Product Image Product Title Brand Name Price Bullet Points - short descriptions of the product Buy Box - if there is no buy box, what will appear is "Add to Cart" or "Buy Now" to complete the purchase. More Buying Choices Product Description - important to avoid error in listing. it is attracting if there is product description. Product Information - this section will show the ASINs.

Detail Page can be controlled by:

1. Different Selling Partners
2. A single Selling Partner
3. Amazon

The SPS Associate cannot declare that there are original brand owner of the product due to privacy security.

How does the Detail Page Control works? Through Reconciliation Score. Using the SPOT tool to know the Winning Contributor for the listing. // ASIN Troubleshooting

Reconciliation Scoring Internal Team - GFix, US CE GL Split, Query Editor and Seller Support Selling Partner - brand registry, prof., ind., gold/plat Retail - FC and retail

In this case, the detail page can be edited depending on the "scoring" of the said listing.

Best resolution: via email, click TRANSFER

Info may be INCORRECT

1. Product Info
2. Images

Policy: incorrect, violates detail page rules, has misleading info, grossly deviates from our category style, and when it may negatively impact the buyer experience

"Submitting Correction"

1. via Seller Central *(6hrs/15hrs of update) Manage Inventory page > select appropriate tab and edit > save
2. contact Seller Support "contact us" page / amazon / product / product page problem / fix product info

Best Resolution:

Transfer to IDDP/Catalog Team (Incorrect Information on Detail Page). Annotate the Info of the Seller and transfer to them. When updating/changing on the Detail page, transfer. But general inquiries about the Detail Page, SPS Associate can provide. Examples of Incorrect Info.: ASIN merge, category, change in category/location, variation updates, etc. Winning Contributor can edit because it has Detail Page Control but Product Detail Page is a shared space that displays attributes that are common to all offers of the product.

Whenever on Brand Registry issue, the case will be transferred to the BR Team.

"Order" Manage Order

"Advertising" Vine, Deals, Promotion, etc.

"Report" Payment, Amazon Selling Coach, etc.

"Performance" Account Health > "Policy Compliance" review Feedback Chargeback Claims A to Z Guarantee Claims Performance Notif.

"App Services" Selling Partner Appstore

"B2B" handled by Q

"Brand" Analytics

Different marketplaces of Amazon in Mexico, Canada, and United States.

Athena Help page (search engine) > case log

"Account Setting" Account Info, > shipping and returns info., business info, etc Notif Pref, PEEK NOW, etc.

Service Level Agreement - 24 hrs. of the bank account process

For RESOLUTIONS (action), utilize Workflow and Athena Help page.

"Case Handling"

Standard Case Handling Process Flow

1. Accept Case in Paragon. When a case is routed to you, an Accept Case button appears at the top of the screen next to your Aux status. Once you click the button to accept a case, you will be directed to a new case screen window.

2. Determine Case Type. After accepting a case, the next step is to determine the case type. Follow along with the instructor to learn more about how to determine case type. For this demonstration, we are working with a new case. Review the document SOP - Guidelines to Determine Whether Contacts Were Initiated Through Seller Central with your instructor to learn how you can identify.

   Annotation, dates, and number of messages can help you determine what kind of case you received. New Case- 1 or 2 messages from the seller and has not been handled by Seller Support Continue to the next step of the Standard Case Handling Process Reopened Case- previous correspondence from the Seller Support and will have the "reopened" status Follow the Reopened Cases Process Aged Case- several exchanges between the seller and seller support which have been opened for more than 30 days. Follow the Aged Cases Process

3. Identify Selling Partner's Intent. -The Selling Partner’s question will be contained within the email located in the correspondence section. -Note that email correspondences from Selling Partners will be colored grey, indicating that they are visible to the Selling Partner. -Correspondences are listed in descending order, meaning the first correspondence will be at the very bottom and should be read first.

   Review case communication to identify the gap between selling partner's expectation and what is actually happening. For identifying, follow this SOP of Identifying Seller Intent Process.

4. Provide Standard Annotation. After identifying the Selling Partner's intent, we need to add an annotation summarizing what the case is about. Annotations are a means of documenting internal information about a case either by subject matter or by need, and are not visible to the Selling Partner. Documenting our actions on each case using the standard annotation template ensures we are address the Selling Partner's concerns, and provides information so any associate who later looks at the case will know what we completed in this case. 4.1 Determine Selling Partner's Account Status For the case in this demonstration, the account status is normal so we can move forward with adding more information to the annotation.

   Add an annotation summarizing the case. Insert all required info according to the SOP.

5. Are You Trained to Handle This Skill? Next we should ensure we are trained to handle this type of case. For this demonstration, we can assume that we are trained and continue to the next step.

   Make sure you are trained to handle the issue before proceeding. If you are not trained to handle the case, identify the correct queue and transfer the case.

6. Select Atlas Card Based on Selling Partner's Intent. -The Atlas Card is located in the right panel of the case and is made up of three parts: Domain, Topic, and Task. -Paragon will pre-select an Atlas Card for each case based on the Selling Partner's correspondence. -If there is a better Atlas Card that more concisely addresses the issue, we would select the most relevant Domain, Topic, and Task for the Selling Partner’s issue that is being addressed. -After confirming the correct Atlas Card selection, we will click Select. This will launch a Paragon Workflow (PWF) if one is available.

   Paragon will often auto-suggest a relevant Atlas Card Check the categories selected in the Atlas Card If no Atlas Card is auto-suggested or the one suggested is wrong, select the correct one. If no Paragon Workflow is available for the Atlas Card selected, continue with an appropriate SOP related to the SP's concern.

7. Follow Paragon Workflow Instructions. Depending on the Atlas Card selected, Paragon may present us with a Paragon Workflow. Paragon Workflows are step-by-step instructions on how to address an issue, and if a Paragon Workflow is launched you must use it.

   If the Atlas Card launches a Paragon Workflow PWF, follow the instructions provided.

8. Follow Trouble Ticket Process/SIM Ticket Process. Some Paragon Workflows will ask us to cut a ticket. If this happens, the ticket will go to another team to help resolve the issue. Once we have the solution to the case (either from the Paragon Workflow or from a SIM Ticket), we should wrap up your case by communicating the resolution with the Selling Partner.

   Some PWFs will ask you to cut a Trouble Ticket. If you need to cut a TT, follow the Trouble Ticket process.

9. Wrap Up Communication. Now that we have the solution to your case (either from the Paragon Workflow or from a SIM ticket), the next step includes wrapping up the case by communicating the resolution to the Selling Partner.

   Once you have the solution, send a response to wrap up your case. When sending an outbound message, you should use a blurb if one is provided to you. For more info, refer to the SOP: Send an Outbound Email to a Case via Paragon

10. Resolve Case. The last step of the standard case handling process is to resolve the case. -After selecting a case status to resolve a case, you will be prompted to select an Atlas Reason Code to identify the type of contact you handled. -Select the proper case status and Atlas Reason Code (different from the Atlas Card) most appropriate for the case you have been working on. 10.1 Case Statuses Resolved: end of most cases, no further action for SPS. Pending Amazon Action (PAA): -when a Selling Partner contacts us with an issue that we cannot resolve immediately; may need to escalate to a technical team to fix it, so we let the Selling Partner know that we have engaged another team; and, will resolve their issue as soon as we can. Pending Merchant Action (PMA): -when a Selling Partner contacts us with a concern, but they didn’t provide enough information for us to troubleshoot their issue and request information from the Selling Partner. Work in Progress (WIP): once you have accepted a case, and are working on it. You won’t need to choose this status, Paragon will choose it for you when appropriate. 10.2 Atlas Reason Codes -define the exact topic that the Selling Partner contacted us about and categorize the contact into the correct bucket; are tracked in the system and are further utilized by our business teams to identify the cause of Selling Partner contacts. -Our business teams track and prioritize those issues to fix and eliminate those contact types in order to create a better experience for our Selling Partners. -are provided in what we call an Standard Operating Procedure (SOP), or a Paragon Workflow (PWF). -Some workflows offer more refined Atlas Labels, which will appear in place of Resolution Codes based on Atlas Card selections. -An Atlas Label will prompt you to select responses for the Seller Task and Why Seller Contacted drop-down menus.

    UPDATE CASE STATUS After completing each step, update case status. Depending on the situation, select of the ff: Resolved, PAA, or PMA.

911 Case Handling -a case with higher urgency. can mark their issue as urgent, when they feel that the fast contact resolution is critical to their business; can mark cases as urgent in the Contact Us form in Seller Central by clicking the box next to the statement "This issue is urgent and requires immediate attention". with a professional selling plan have the option to mark cases as urgent and not all the topics in the Contact Us form have the option to mark a case as urgent. The severity of the case is 2. A professional seller can mark the case on severity. It is found at the top "911 Urgent" banner. It is needed to be resolved within one hour. If you can fix it within an hour, pull out an Andon.

Essential Skills: Providing a Great Selling Partner Experience Overview: deliver customer-obsessed, world-class service and provide Selling Partner with a delightful experience every day.

Greet Recognize Explain Advise Thank

SPS Associate via EMAIL

To: Selling Partner Support Subject Status inquiry

Hello Amazon.

My inventory for ASIN ##### is in the Amazon fulfillment center but still not available for sale. Please help me find out what is taking so long for it to get processed.

Thanks.

Ikuko

To: Ikuko, Amazon Selling Partner Subject RE: Status inquiry

[GREET] Hello from Amazon Selling Partner Support,

My name is Pavan. It will be my pleasure to assist you today. (Communicates with Confidence)

[RECOGNIZE] Thank you for your effort to ship your product to our fulfillment center. I understand that our product is still processing and you would like some help in understanding why. (Demonstrates active listening and reading)

I realize the importance of this for you and your business. I can appreciate your frustration and will gladly help you achieve the best possible resolution for your case. (Demonstrates response regulation & Uses empathetic language and tone)

[EXPLAIN] I have researched this issue for you and discovered this is due to some missing information within the responsible person (RP) dashboard in our system. For al CE marked products, Amazon needs to validate the safety information related to such products before they can go live for sale.

Details about this requirement are available on the following help page: https://sellercentral-europe.amazon.com/help/hub/reference/GSDP2QRYVQ5SUFLE (Demonstrates problem solving skills)

[ADVISE] Please log into Seller Central, visit your EU Responsible Person dashboard, and submit the required documentation or review. Here is a direct link for your convenience: https://sellercentral-europe.amazon.com/cross-border-compliance/responsible-person/reseller/offer-listing

After submitting the required documentation, please allow 48 hours for review. Once the information has been verified, your product will be ready for sale. For additional information, please visit the Amazon Responsible Persons FAQ: http://sellercentral-europe.amazon.com/help/hub/reference/GCHUVPBDN9QFTDQ (Maintain positive positioning)

[THANK] Thank you for selling with Amazon. We appreciate your business and your trust.

It has been my pleasure assisting you. Have a great day. (Communicates with confidence)

911 CONTACTS IN PARAGON

1. Identify 911 contacts in Paragon.
2. Understand how to handle 911 contacts in Paragon.
3. Select the correct Andon Cord severity for 911 contacts.

"Case Mechanics"

ACCESING ACCOUNT

1. View Seller Account
2. Through a Help Page link within a Paragon SOP.

Once you click on either of those 2 options, you will be taken into Seller Central. You will be viewing the https://sellercentral.amazon.dev website. This site is exclusive to Amazon users. This site will require your AWS user login information for Access and Midway authentication to access.

ANNOTATION Click "Annotate". You then add the annotation and click the button "Save Annotation".

1. Standard Training Annotation Template

    Note: Annotate any unused section with "n/a".
    	Seller issue:
    	Research done:
    	Change Integration Management (CIM) announcement:
    	Paragon Workflow (PWF):
    	Help Page link:
    	SOP Link:
    	Tool link:
    	Ticket or SIM reference:
    	ASIN or Order ID (if required):
    	Findings:
    	Question to Advisor:
    	Case Status:
   

KEY POINT: You will be using this template frequently, so save it someplace you can access it quickly and easily copy & paste. However, make sure to check the SOP regularly to ensure the template has not changed.

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

1. Standard Training Annotation Template (In Only)

Critical Information

1. Seller Verbatim: (Capture the Selling Partner's concern verbatim from the Email or Phone contact)
2. Issue Comprehension: (Paraphrase your understanding of the Selling Partner's concern here)
3. Research:
4. Tool Links:
5. Atlas Selection (Only Task) and Workflow (Y/N)
6. SOPs
7. Seller Central Links/Help Pages

Transfer/PAA Reason: Seller Dissatisfaction: Andon Reason:

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

1. Standard Template

Annotations are comprised of 4 sections applicable to case handling depending on the information and circumstances, and follow this template: Critical information: Transfer/PAA Reason: Seller Dissatisfaction: Andon Reason:

ATTENTION: This is a basic template to annotate case information. In certain skills, or if you need to request assistance of an Advisor, you might have to use a different template.

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

1. What should I include prior to pulling an Andon?

In a case you need to pull an Andon please include the information below as this will ensure the Associate Advisor has the information needed to help you with your case. Seller Issue. Research done: Change Integration Management (CIM) announcement: Paragon workflow (PWF): Help page link: SOP link: Tool link: Ticket or SIM reference: ASIN or Orders ID (if required): Findings: Questions to advisor.

There are also a few things that you do not need to include as they can easily be found on the case. A few examples: Selling Partner's Phone Number Selling Partner's Email SIM Status Account Type Atlas Reason Code

Best Practices -During the call, you can write down information that will help you to complete your annotations faster and better. -Develop the habit of distinguishing between essential and non-essential information. -Paraphrase what you are hearing and summarize the Selling Partner's issue. -Use abbreviated words. -Ask questions when information provided by the Selling Partner is not clear. -As a way of wrapping the call, you can review your notes with the Selling Partner. This ensures that the solution aligns with the information the Selling Partner provided.

-- SAMPLE ANNOTATION

1. Seller Intent: Selling Partner is contacting because they do not know how to add products.
2. Seller provided identifiers/documents: NA
3. Skill: m@ / US M@ Email
4. Research done: Followed PWF Listing > Managed Listing > Add a product, then explained to the Selling Partner how to add products. CIM/PWF/SOP/Help Page to handle the contact: Add one product at a time: https://sellercentral.amazon.com/gp/help/external/200220550 SOP: NA Tool used: Help pages TT/SIM Reference: NA
5. Question to TME/Advisor: NA
6. If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA
7. Case Status: Resolve

"Andon Cord Prerequisites"

PARAGON SETTINGS

1. In Paragon, click on "Preferences" on the left.
2. In the field "Andon Cord Site", fill out the information specific to your site. For example, if you are based in EU, enter "EMEA-SESU".

ATTENTION It is important to remember that if parts of the research are missing, or the specific Andon Cord annotation has not been followed, the Advisor will reject the Andon Cord without providing any further information. This results in an increase of your AHT, because of the waiting time for the first rejected Andon Cord, and the second Andon Cord, where all information has been provided.

How to Pull an Andon Cord? 1.Click this button opens the Andon Cord Request. 2.Fill out the Andon Question with the specific question you have to the Advisor.

Non-Controllable vs. Non-Controllable Andon Cords Andon Gap: What is the gap found on the Andon Cord? Andon Root Cause: What is the reason for why the Andon Cord was raised? Based on the selection in these 2 sections of the survey, your Andon Cord will be classified either as Non-Controllable or Controllable.

Non-Controllable Andon Cords In such situations, Advisor's and TME's will use resources like: -Amazon Wiki Pages -A ticket resolver group answer -Tribal Knowledge Below are some examples: -The Advisor uses a wiki that is not linked in a PWF/SOP. -The Advisor found a ticket with a similar/same issue, but the ticket is not related to your case. -The Advisor uses their experience from a similar Andon Cord / previous question.

Controllable Andon Cords It happen when you don't follow the process in an existing CIM, PWF, SOP and/or Help Page or the correct Andon Cord procedure.

As a general rule, if a resource is available within CIM communications, Paragon or Seller Central, these resources must always be used in their entirety and documented in an annotation. Controllable Andon Cords are considered a “waste”, as they require additional resources (Advisors, TMEs) to resolve the Selling Partner's issue when, due to these being already documented processes, weren’t needed.

Controllable Andon Cords let us find teaching opportunities in terms of research. This information is used by leaders to provide coaching and improve your investigation skills.

INCOMPLETE INFORMATION Incomplete Information refers to when you did not provide sufficient information in your annotation about the case or issue that you need help with. The following are considered as Incomplete Information: -Incomplete/Missing Annotation. -Insufficient / Incomplete Research. -Not reading all correspondences between Selling Partner and Amazon Seller Support.

INACCURATE ANDON PULL An inaccurate Andon Pull happens when you: -Raise the Andon Cord with the wrong skill or severity. -You are unavailable when the Advisor/TME reaches out to you.

PROCESS NOT FOLLOWED Process Not Followed refers to existing processes in place for the Selling Partner's issue, which have not been followed correctly. Processes and specific examples include: -CIM communications You did not follow the instructions from a CIM announcement. -Paragon Workflows (PWF) You did not launch/start an applicable Paragon Workflow. You did not follow the steps indicated in the Paragon Workflow. -SOPs You referred to an incorrect SOP. You did not follow the correct SOP or all steps in the SOP. -Help Pages You did not follow the instructions indicated on a Help Page. -SIM tickets You did not follow the instructions provided by a Resolver Group in a SIM ticket, which is attached to the case.

What does Selling Assistant do?

1 Identify the seller's problem 2 Run a diagnostics check that identifies the root cause of the problem 3 Recommend an email blurb to use 4 Display the 'call to action' buttons

Blurb is built for problem acknowledgement, direct answer/outcome, and educational information.

Paragon Workflow (PWF) Process steps 1.Select the Atlas Card matching your case. 2.The Paragon Workflow is started. 3.Follow the steps provided by the Workflow. 4.Send resolution e-mail to the Selling Partner. 5.Resolve the case.

NOTE:

1. Login on Paragon 5 mins before shift > AVAILABLE
2. Call sign - input the number and call
3. Change search view - search engine at Paragon
4. Blurb can provide additional emails that can be used for case annotation.
5. SOP will be used if there is no workflow for the said case.
6. Every time you will handle a case, Annotation is needed to track invalid.

   SOP

7. Andon reason is case review to support.
8. SOP: Seller Intent Seller provided identifiers or documents. Skill Research done Change Integration Management / CIM announcement (can be omitted) PWF Help page link SOP link Tool link Ticket or SIM reference (can be removed) Question to advisor If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction. Case status
9. Tool / can be search via search engine or click the link > Tool *like error of the seller account
10. Marketplace is NA & CA.
11. Preferences - if there is no Andon bell, set it here. This will show the "Pull Andon cord" button beside "Annotate".
12. Axiom - will determine the performance of SPS Associate. Check it every day. METRICS.
13. 1 is Amazon Marketplace in Tenant ID
14. Seller ID: DO NOT SHARE TO THE SELLER.
15. SIV in Progress - not completed on registration
16. Sometimes business phone of the seller is not updated.
17. Email address of the seller is where we send the case.
18. Green is for Annotation. Gray is for Email.
19. Andon Cord > Case Review > English > M@ > Select the appropriate seller's issue/if you do not know, click General Issue > Approval from Support/Case Review > RESOLVED (Case Status) 19.1 Before you submit the case for resolve, need the case to be reviewed / ANDON. 19.2 If it is 911, same process with regular case however the email is urgent and on top list.
20. When is about to end shift, transfer the case to Lobby.
21. ISSUE SUMMARY - another way of annotation
22. Reason Code is found in PWF. If not, check it on SOP.

SPS Help page Tools PWF SOP's CIM Communication

Atlas is a Selling Partner Contact Classification system that consists of three primary features: Machine Learning, Taxonomy, and Associate Validation.

Figure 1: Pre-determined selection.

Atlas Cards (Label) consist of four levels:

Level 1 - Domain: What type of contact is this? (for example: Listings and Offers). / which part of the issue of the seller or seller's intent?

Level 2 - Topic: What is the contact about? (for example: Manage Listings).

Level 3 - Seller Task: What task was the Selling Partner trying to complete when they run into an issue that led them to contact Amazon? (for example: Add a product). If the issue of the seller is unavailable on this part, click Everything Else.

Level 4 - Why Seller Contacted: The reason the Selling Partner was unable to accomplish the Seller Task (for example: General question about adding a product). Select the most appropriate reason why the seller contacted. When in Seller Task is Everything Else, click also Everything Else also.

Atlas provides two pre-determined selections for Levels 1-3 (Domain, Topic, Task). After reviewing the Selling Partner's e-mail, you can select one of the pre-determined selections or use keywords to search for a more accurate selection.

Selecting an Atlas Card will launch a Paragon Workflow (if available), that will guide and help you to resolve the Selling Partner's issue.

If a Paragon Workflow is not available, you will need to research the Selling Partner's issue using other available resources (SOPs and Help pages) to handle your case.

The Seller Task is not the root cause of the issue. It is your understanding of what the Selling Partner was trying to do. When a Selling Partner describes multiple issues, select a Seller Task that captures the Selling Partner's issue closest.

After case diagnosis, when you determine the root cause of the issue and replying to the Selling Partner, you need to select the Why Seller Contacted, Reason Category and Reason Code correctly, before sending your reply to the Selling Partner.

Remember, the Seller Task and Why Seller Contacted is not the root cause of the issue. It is your understanding of what the Selling Partner was trying to do.

Additionally you need to select a Reason Category and Reason Code, which is the actual root cause of the issue and this helps other teams in Amazon to understand what needs to be improved or reviewed.

Ex: In the example given, the Selling Partner contacted us about how to add a product to their inventory.

• The correct Seller Task is "Add a Product" and; • Under Why Seller Contacted you should select "Learn Process/Steps to Add Product".

• The Reason Category is "Product Listings" and; • The correct Reason Code is "Item Creation and Matching".

Bookmark the Launched Paragon Workflow Info in your Browser, where you will find the best Atlas Card to select depending on, which Selling Partner concerns you handle in your case. When resolving your case with choosing a "Why Seller Contacted", in most cases, the Reason Code will automatically be populated. You do not need to change the Reason Code, unless it is incorrect. If Paragon Workflow was not available and you researched and resolved the Selling Partner's issue using other resources in the most SOPs you will find the correct Reason Category and Reason Code you need to select.

When the following incorrect selections are made, Atlas and other internal teams cannot identify the task that the Selling Partner is trying to complete or the root cause of their issue.

Incorrect Atlas Selection during Case Handling (Figure 1): Overuse of “Everything Else”: Incorrectly selecting “Everything Else” instead of selecting an existing Seller Task. No Selection for Seller Task: Not selecting an Atlas Seller Task and resolving a case.

Incorrect Atlas Selection during Case Resolution (Figure 2): Overuse of “Everything Else”: Incorrectly selecting “Everything Else” instead of selecting an existing Why Seller Contacted.

Domain - Listing and Offers Seller Task - Add a Product Why seller contacted - General question about adding a product Topic - Manage Listing

The most accurate Atlas Card selections, you will:

1. Launch a Paragon Workflow, if one is available.
2. Be provided resources to resolve the contact (SOPs, Help pages and Tools).

Resources within a Case - Paragon

1. Paragon Workflow is a tool designed to automate an associate's research tasks.

Read email > click Atlas card > click selection ***If not Atlas card available, click Seller Task > click selection

1. An SOP is an internal standard operating procedure that lives in the Paragon Search bar for SPS associates.

2. Internal standard operating procedure

3. Access Paragon search bar

4. Search for SOP if no Paragon Workflow

5. SPS only

6. Troubleshoot Seller's Contact

7. Learn process

Parts of an SOP (last updated on Sept 28, 2020)

1. Marketplace of SOP amazon.com NA | amazon.ca CA
2. Title and Brief Description - guide seller's issue matches the description of issues, processes or resolutions outlined here
3. Last Updated

• update on the process of SOP -routing section refers to the audience this SOP is applicable either internal/in-house/active or partner/outsource site. Always check it if its within your skill, if not -marketplaces section that tells you this SOP is applicable to which all organizational units (OUs) -platform section tells you this SOP is for which skill set or Amazon program

1. Checklist
2. FAQ/Scenarios
3. Link to Help page **Help pages = Located in Seller Central + Seller and SPS Accessibility + Most reliable resource

NOTES: SOP

**Searching for Help Pages

1. Click the Help option or search box
2. Insert the keyword into Athena/search option
3. Type keyword of the issue like Add a Product.
4. Lists will be generated
5. Click the most appropriate search
6. Click the Athena option **Do not click buttons that will make irreversible changes in the seller's account./Seller Facing Workflows or automate seller's troubleshooting experience in Seller Central.

//

1. Use Search box or Help option
2. Enter keywords in Search bar
3. Select video or text based Help content
4. Select most applicable result
5. The selected Help page will open within Athena
6. Click the icon to open the Help Page in a new window

Parts of a Help Page

1. Main & subcategories
2. Title & brief description
3. Main help information outlining a process or explaining steps on the topic
4. Related Articles/titles useful based on your current keywords
5. Need more help/visit seller forum or contact SPS from "Get support" option
6. Sellers can opt to leave feedback on the usefulness of a Help page
7. Reason Category/Code
8. Blurbs/Talking Points
9. Hyperlink to another SOP

Search for SOPS - use the Paragon Workbench **this is for SOPs and blurbs

Paragon Search Page

Finding Blurb

1. Use keyword like "cancel order". Click GO.
2. At left side of Search box, you can see "All Areas", "Case", "Blurb", "SOP", and "Tool".
3. Click BLURB.
4. Click the Marketplace (US).
5. Click en-US for English Language.
6. Click the selection, you can copy the information for your case on a new page.

Finding SOP

1. Use keyword like "prohibited products". Click GO.
2. At left side of Search box, you can see "All Areas", "Case", "Blurb", "SOP", and "Tool".
3. Click SOP.
4. Click the Marketplace (US).
5. Click en-US for English Language.
6. Click the selection, you can copy the information for your case on a new page.

Where to find the Paragon Search Page?

Lobby - click "Search All Your Cases" from your Lobby to get to the Paragon Search Page. Case

Paragon Direct Connect - EN Seller Task Selection - helps you identify selling partner's intent. Benefits:

1. Locate important resources quickly and efficiently from inside a case.
2. Reduce your Average Handle Time (AHT).
3. Provide better and more consistent experiences to selling partners. Action: Seller Task panel

click the Seller Task panel SELLER TASK FEATURES Paragon Search - search Paragon resources, similar to searching from the Paragon Lobby Seller Tasks Section - includes a list of predicted Seller Tasks in a linear format Seller Task "+" Icon - click the + icon next to each Seller Task level to choose a different label for that level View Domains Link - select a different description for the problem to change the top-level selection Select Button - view resources for the selected Seller Task Seller Task Search - locate Seller Tasks using a keyword search Action: Select the Seller Task: "Create/Manage Promotions" Click one of the ff. items in the top Atlas Card to select this Seller Task:

• "Select" button
• "Create/Manage Promotions" Select Seller Task Section - list of selected Seller Tasks that direct you to related resources - represent the majority of repeatable cases, not unique requests Action: Select Seller Task - Account at Risk AHR Questions
  • from the Select Seller Task list, click the Account At Risk AHR Questions link **Important -Selecting a Seller Task is required to properly identify your case with labels -Always select a Seller Task before resolving a case.

SIM Ticketing (In-house)

Working with Tickets after Submission Track Ticket Progress Provide timely responses to the ticket correspondence Respond to the SP

Identifying Ticket Statuses and Severity

SIM Ticket Statuses Assigned -submitted to the trouble ticketing system and a ticket is reassigned to a new Resolver Researching - figure out what the problem is b4 estimating the date of completion and determining whether the ticket has been assigned to the right resolver group Work in Progress - status when the ticket resolver is resolving the ticket unless when it is set to PRI status Pending Requester Information - place the ticket into holding period while waiting for additional info from the requester or waiting for a related task to be completed Resolved - has fixed the problem. it can be reopened for the next 15days post wc will be moved to the closed status Closed - final step in resolving SIM ticket but most of it auto closed 15days after the resolution date of the ticket. once on this status, it cannot be reopened.

Severity of the ticket is used to communicate to the resolver how the issue will impact our business or productivity.

1. Business Critical Function Down
2. Business Critical Function Impaired
3. Group Productivity Impaired
4. Individual Productivity Impaired
5. Productivity not immediately affected

SIM Ticketing (Outsource)

Intro. to SIM Ticketing Issue tracking system used by Amazon Tickets are communication threads where we interact with other teams to fix seller's issues Remedy allows you to create, track, view, and edit these tickets

The SIM Ticketing Tools

3 Remedy Tools SOP Quicklink -primary tool used to create tickets/hyperlink for shortcut

When to create a Ticket? directed by an SOP or PWF

Creating, Cutting, Refer to the same, and Raising a ticket

via SOP Quicklinks standardize ticket quality speed up the ticket creation process avoid errors in ticket creation

**Leia workflow appears on some Ticket Creation. just provide the details and click next.

SIM Keyword Search - allows to search for larger scale issues where a ticket has been already created. open the SIM ticketing tool and enter a keyword

SIM View and Edit - allows to view a previously created ticket and edit it when needed steps: locate the id > copy > paste on the search engine > next page of previously created ticket > adding correspondence

Best Practices of SIM Ticketing System Ticket Information - seller/vendor id, case id, product id, why seller contacted, sop used, and attachment Who owns this? - leaders act on behalf of the entire company, beyond just their own team / Ownership as one of the Leadership Principles Ticket Updates Escalating - escalate when there is no update for 2 or 3 business days w/o correspondence on the ticket Broken Quicklinks - escalate to the leader when there is an error in the ticket creation. they have specific tool to create ticket for you.

Intro. to SIM Ticket Process Case Flow Paragon Workflow available > Paragon Workflow does not exist > SIM Ticket validity > Check for Water Rule > No resolution from Water Rule > SIM ticket resolution > Additional information required > More information > Updating requesting information

What is a SIM ticket? A SIM ticket is a means to contact an internal team to request help in order to resolve a seller contact.

When do we raise a SIM? SIMs are raised automatically through Paragon Workflows (PWF) or manually when required in an SOP (Standard Operating Procedure) through a quicklink or by providing a CTI. Remember: Any Pending Amazon Action (PAA) Paragon case that requires a SIM should have it attached.

How do you raise an accurate SIM? Click on the highlighted sections below to understand the required information to raise an accurate SIM.

Accurate SIM Ticket (Parts)

Title: Title of the SIM ticket should clearly state the subject area of the issue

Details: The following information should be included without fail: Case ID Seller name Seller ID Marketplace ID

Review: In this section, include the details provided by the selling partner, such as Order ID, ASIN, SKU, Batch ID, etc.

SOP: Provide the link for accurate/nearest SOP followed.

Issue: From the seller contact, identify the main problem and then clearly state the issue here for the Ticket Resolver Group to help you with.

Troubleshooting steps: Document the steps performed to troubleshoot/validate the issue before raising this ticket. Note: Include results and links of each step along with screenshots, if available

The correct order the following steps related to accurately raise a ticket to T4.

1. Ticket Title
2. Details
3. Issue
4. Review
5. Troubleshooting Steps
6. Check for SOP

Water Rules include troubleshooting steps and follow SOPs mentioned. It is your responsibility to make sure these steps are covered.

2 tips on selecting the right Atlas Card Review the case correspondence and identify what task the Selling Partner is trying to complete. This should not require an investigation or root cause analysis. Review the Primary and Secondary Atlas Card predictions. If one of the predictions is correct, select it.

1. Associate facing resource - SOPs
2. Available to associates and Selling Partners - Seller Central Help Pages
3. Launched by selecting Atlas Cards - Paragon Workflows

The Selling Partner Support (SPS) Trouble Ticket Triage Team (T4) helps prioritize the tickets sourced from SPS requests to Software Development (DEV) and product teams.

T4 team improves the seller and SPS associate experience through: Trend identification and analysis. Problem management. Documentation. Ticket reduction. Automation. Tool development.

However, T4 does NOT: Own any Standard Operating Procedures (SOPs) or Paragon Workflow (PWFs). Provide case research assistance. Provide product or policy education. Provide case follow-up assistance.

Who is the Selling Partner? Must have information: Seller's ID. Seller name. Account type. Insert in: Ticket overview. Why is it important for T4? Enables seller identification.

What is the problem? Must have information: Paraphrased problem statement including ASIN, SKU, Batch ID, Order ID, etc. Expected versus actual result details. Impact to Selling Partner. Insert in: Ticket overview. Why is it important for T4? Enables identification of scope of problem.

Where is the problem? Must have information: Marketplace ID. Problem location (Manage Your Inventory page, Detail page, etc). Insert in: Ticket overview. Why is it important for T4? Confirm troubleshooting has been performed before raising SIM.

Why are you contacting this team? Must have information: Completed troubleshooting steps. Exact reason for ticket. SOP closest to the Selling Partner's issue. Insert in: Ticket overview. Why is it important for T4? Avoids duplication of troubleshooting efforts when making judgement calls.

Have I provided everything required on this ticket? Must have information: Attachments such as related emails, files, screenshots or documents that supplements the research. Insert in: Information tab. Why is it important for T4? Peek Now limitations for T4 and time-bound tool results creates dependency on these attachments during verification.

Do Unless SIMs are created automatically through Paragon workflow, you need to identify the correct SOP that warrants raising a SIM.

Don't Do not copy and paste the Selling Partner's correspondence directly into the ticket overview. Paraphrase in your own words to include process specific terminology and to explain actual vs. expected scenario.

Inaccurate tickets are caused by missing information and amount to approximately 60% of all tickets raised each year! Such tickets are internally classified as 'Non-Value Add' (NVA).

Common causes of NVA tickets are the absence of any of the following: Link to accurate or nearest SOPs. Attached required documents. Troubleshooting steps performed. Accurate short description of ticket. Check for existing ticket to avoid duplicates.

Understand the role of T4 in SIM tickets The Selling Partner Support (SPS) Trouble Ticket Triage Team (T4) helps prioritize the tickets sourced from SPS requests to Software Development (DEV) and product teams. Accurately raise a SIM with all required information Accurate tickets should contain title, details, issue, review, troubleshooting steps and SOP. Identify common defects on SIMs Missing SOPs, attachments, troubleshooting steps, a short description and not searching for existing tickets.

SIM Ticket for SPS Associate is Outsource

New Hires Tools List

Account • SPOT Seller Overview / Seller Information • Merchant Portal • PARIS

Listings • SPOT: ASIN Troubleshooting • CSI • Simple Reconciled Data Viewer • Show Gating Decisions • Buyability Analyzer • Tico • Time Machine

Orders • SPOT Orders • BadCat • Feenix / FBA Revenue Calculator • Shipping Engine Dashboard (SED)

Payments • SPOT Payments & Transactions • PayStation • Wallet

Other • Search Troubleshooter • Catalog Issues Troubleshooter • Deals Dashboard

SPOT – SELLER OVERVIEW / SELLER INFORMATION • Used to identify home marketplace • Used to identify any issues with the account • Check account status • Verify if payment information status is normal • Get overview of other open cases from the seller

Case Access is limited to 3x.

If the case cannot be opened in Paragon, check it via Seller Log.

MERCHANT PORTAL • Used to identify if account is in MINIMAL_SCORE • Used to investigate when seller registered and for which seller type (individual/professional)

PARIS • Used to identify if seller is currently in the verification process, or if seller has been verified. • Identify a seller‘s home marketplace • Statuses: • Compliant = seller was successfully verified • PendingThresholds = reserve of money after verification is completed • RequestAdditionalDetails = seller needs to provide additional information/documents for the verification (check seller central > account info if in red. • InvestigationInProgress = verification is currently being done by KYC. *KYC - this is a particular team. • NotCompliant = seller could not be verified (transfer to KYC).

LISTING

SPOT: ASIN TROUBLESHOOTING • Used to identify: • Category • subcategory/product type • See if the ASIN is buyable/blocked • Identify attributes by a seller and who is winning the reconciliation score (seller, brand, Amazon) • Review images provided by a seller

CSI Simple Reconciled Product Data View • Used to identify any blocks on an ASIN. • Used to identify the reason for a block of an ASIN (Manually yanked). Merchant Category Authorizations View • Used to identify for which categories a seller is approved. Show Gating Decisions • Used to identify if there is a specific gating on an ASIN (for the seller).

*All the details and information provided in CSI Data Viewer should not be shared to the SP. However, an associate can say instead that "upon investigation, the category is restricted".

TOP OFFENDER • Used to identify a matching error when listing a new product to the catalog. • Examples for errors: 5461 or 8572. NEXT SOPs: • https://paragoneu.amazon.com/hz/codex/?id=G3B4U9WNFC6FP4SX&l ayer=Published/GB&locale=en-US • https://paragon-eu.amazon.com/hz/codex/?id=GUIDD83534E6-14F8-4FB3-9BF0- 3C6ED9F4804E&layer=Published/GB&locale=en-US Wiki (error codes): https://w.amazon.com/bin/view/BRAIN/BrandContributionA uthorizationService/ErrorCodes/

BUYABILITY ANALYZER • Used to check if a seller‘s listing is buayble, the price set by the seller, the quantity, the condition and the seller‘s SKU.

TICO • Used to get an overview of the ASIN and possible issues. • Gives a detailed overview of errors and what has been done to eventually solve those.

TIME MACHINE • Used to review changes made to an ASIN/SKU in the past • Select item, enter ASIN and marketplace, select time frame to see data

Atlas Labels Supported by SOPs Paragon Recommended SOPS - the recommended SOPs section will include SOPs related to the SP's issue Action: View SOP link - ex: click the "Account Health FAQ" link Resource Updates - if an SOP has been updated within the last 30 days, an icon will appear alerting you about that the process has been charged. Short Descriptions - when an associate hovers their mouse over the icon, a short description of the SOP will be displayed

Atlas Labels Supported by Paragon Workflow Paragon Workflow - for supported Seller Tasks, PWF is displayed below Atlas Labels

Atlas Labels Supported by Paragon Workflow and SOPs

1. Description label will appear and below are Launch Workflow button, and Related SOPs.
2. click Launch Workflow and a description will appear
3. If the workflow description is not match to your case, click Related SOPs.
4. An SOP related on the case will appear on a new page.

Choosing a different Seller Task Change Task > If no applicable, click Recommended SOPs > If unable to locate a suitable Seller Task for the case, click "No suitable Seller Task? Suggest labels here" > Provide feedback for the Atlas Label selection for this Seller Task.

error code 5665 - escalate create a listing and getting an error code 5461 - match only multiple listing - whtml required b4 opening investigation - images of product/packaging and brand name use Top Offender tool - match only confirm the ASIN by using CSI show gating decision search - whtml

differences bet. titles of parents and child ASIN - vrfaq ASIN has incorrect parent - vrfaq SOP can be used by associates trained in Feeds - walk a seller create a variation - vrfaq

accidentally refunded an order wc was incorrect - retrocharging auto refund to the B w/o having the item returned - mfn doesn't receive the order - cportr spot orders tool - retro us market only - free replacement and return less replacement faq

sending out too many msg - bsmsfaq delivery of a msgs to a B failed - acp dashboard buyer seller messaging service faq sop - msuaa eadd as prerequisite in SOP - hacaafmtab

when i will get paid and how much - pptg settlements, transactions, debts, mon. service fees - visible tabs in payments and trans. not shared with SP - atpvitst payment page troubleshooting guide sop > atlas card - account balance > balance and payments > missing, delayed or incomplete payment

why not winning on featured offer anymore- coaching for seller metrics not show when i sort the search result - sf item name, merchant name, cust review, price, bmvd, fulfillment, shipping, condition, c note - offer appear at the top ASIN not searchable - flagged as adult product and is a parent in a variation

manage my inventory and update my listing atst - build intl listing faq unify two global accnt to a single accnt - gafaq sell in new region - gafaq active offer in source marketplace, approved for restricted, comply with all laws - requirements close other accounts and just keep the one opened - usacfaq

someone accessed my accnt w/o being authorized - hacac should have obtained the name of the bank - escalate suspicious activity -hacac cannot access my accnt -cafaq tt or sim -escalate

SIM Ticketing Platform

CTI category (marketing or security) , type (team or service/within category), and item (specific product or feature belonging to that team or service) - manual

Another option is to cut SIM tickets thru Paragon Workflow (auto create a SIM ticket based on the info. CTI will be auto selected by the workflow) and SOPs (quick link).

Submitting a SIM Ticket

Ticket Title identifies whether 911 or not, summary of the issue, case id, and SP id

Case Information PWF - relevant info like ASIN or Order IDs SOP - provide quick link

SOPs used why you opened the ticket, if it is not in the template, make sure to add it manually before opening the ticket.

Tools used (if any) use as part of our research and troubleshooting, should be included on the Description field of the ticket

Troubleshooting steps taken follow all steps provided in the SOP or Workflow to avoid non-value-added ticket.

Attachments added verify if the SP provided these attachment such as screenshots, product images and relevant document. Once you have them, attach in SIM ticket. Attach in Information Tab.

Water Rule confirmed checklist of the requirements which need to be completed otherwise the ticket resolver will not work on the SIM ticket

Inform the SP once verified your ticket, set your case to PAA and inform SP about the update. Make sure to use essential skills and follow the GREAT model when constructing your email.

SIM View and Edit Copy Ticket ID Paste in search engine Brought on the page of the Ticket If needs respond, do so. Adding Correspondence to the Ticket Using keywords that allows you to search for larger scale issues where a ticket has been already created. Open the SIM Ticketing tool and enter a keywords. The resulting page will appear, will be sorted.

Managing the SP Relationship

TENET We trust our SPs Reduce SP effort Answer the Question Asked: Never Guess Solve the Problem Escalate Systemic Problem

Positive positioning is the ability to communicate a difficult message in a way that fosters customer trust and partner support. Best practices for communicating during a difficult interaction:  Use the seller’s name.  Restate the issue.  Take ownership.  Monitor your tone of voice.  Remember to smile.  Use “for you” in your response.  Resolve the issue.  Say thank you. Positive words to use during a difficult interaction:  Certainly.  Completely.  Definitively.  Exactly.  Excellent.  Great.  Interesting.  Quickly.

SPS - New Hire - Interim Assessment I - EN

Click Login with the organization credential.

1. View Seller account - read only fashion
2. Good Annotation - No, lacking details and crucial info
3. Why keep track SIM ticket's progress - to ensure that the proper resolver for the issue
4. 2 options for Transfer - queue to Paragon, outside Paragon
5. PWF - launched it
6. Add to Cart, which SOP provides correct Atlas Card - launched PWF info
7. GREAT Greet - introduce Explain - investigate Advise - reiterate Recognize - listen Thank - confirm
8. correct Atlas Card - correct investigation steps
9. overuse everything else
10. put star at seller task
11. put star at search bar
12. seller central
13. billing
14. more than 40, no add fees
15. can choose fulfill method, reach international customer, customer inquiries
16. books and magazine
17. product id, price, condition - create listing as required / image and price are not required
18. put star at ship from Amazon - FWB
19. change image of the item - 24 hrs and transfer to Catalog team
20. outsource click submit
21. Quicklinks - SOP
22. SIM created - t.corp@amazon.com click submit

Getting Started as a Selling Partner - Level 1

Update via Seller Central

Issues Categories

Educational - SP asks how to do something Technical - issues usually present themselves as very detailed with errors messages from the system which may require help from other teams within Amazon Emotional - underlying issue like education or technical however acknowledging and empathizing with the SP is key in order to truly uncover the type of issue they are having. ○ Be patient - hear them out ○ Acknowledge their concern ○ Empathize with their situation ○ Don't dismiss their concern

Seller Intent Process Flow Read the email and identify Amazon-specific terminology and problem phrases > Do you have necessary information to process? >> No information on case? Put in PMA and ask for more info. > Start annotating case > Input unique identifiers into initial troubleshooting tools > Use information from email and tool outputs to validate Atlas or select the correct Atlas > Read all case information. Validate tool findings against annotations. > Verify if the issue is already resolved. >> If the issue is already resolved, resolve the case. > Can you identify cause of seller's issue? > Replicate seller's issue > Is the issue found? > Annotate and resolve the case

CASE STUDY 1 Educational

Seller Intent: The SP needs to add products in inventory but they do not know how to proceed. Seller provided identifier/doc: NA Skill: M@ Research done: Followed the PWF Listing > Manage Listings > Add a product and investigated the Add a Product FAQ. Then explained to customer how to add products to their inventory. CIM/PWF/SOP/Help Page to handle the contact: Help page: https://sellercentral.amazon.com/gp/help/external/200220550 SOP: NA Tools used: Help pages TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA Case Status: Resolve

Adding products; I don't know how to do.

Response

Hello from Amazon Selling Partner Support,

In order to create your products on Amazon, please follow steps listed below:

-Access Seller Central; -Click on Inventory > Add a Products; -Click on I'm adding a product not sold on Amazon; -Select category and sub-categories related to your products; -Fill out all the mandatory fields (feel free to fill out also the optional fields if you wish); -Click on Save and Finish.

At this point, you would need to wait few minutes before you offers will be visible on the Amazon catalogue. Once your products will be visible on Amazon, they will be visible to any potential buyer.

Regards, SPS Associate

CASE STUDY 2 Educational

Seller Intent: The Seller Partner created a product but they cannot see it on Amazon. The SP needs guidance on how to activate a product in the inventory. Seller provided identifier/doc: NA Skill: M@ Research done: Followed the PWF Listing > Manage Listings > Listing Not Buyable and investigated SOPs and Help Pages. Then informed customer how to activate a product in the inventory. CIM/PWF/SOP/Help Page to handle the contact: Use Manage Inventory: https://sellercentral.amazon.com/gp/he;[/external/551?language=en_US&ref=efph_551_cont_200587810 SOP: Manage Your Inventory Page FAQ: https://paragon-na.amazon.com/hz/codex?id=GUID-7AD9393C-6438-4584-A725-4DE71669441C Investigate Why Listing is not Appearing on Manage Your Inventory: https://paragon-na-amazon.com/hz/codex/?id=GLM5TZRUUTUQ3F8N&layer=Published/US&locale=en-US Tools used: Help pages and SOPS TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA Case Status: Resolve

I cannot see the product; I want my product to be buyable on Amazon; I want my product active.

Response

Hello from Amazon Selling Partner Support,

In order to activate a product list in the inventory, please follow steps listed below:

-Access Seller Central; -Click on Inventory > Manage Your Inventory; -Click on a list; -Provide all the necessary details; -Fill out all the mandatory fields (feel free to fill out also the optional fields if you wish); -To activate a product, ensure not to miss a detail. -Click on Save and Finish.

For your information, Use Manage Inventory: https://sellercentral.amazon.com/gp/he;[/external/551?language=en_US&ref=efph_551_cont_200587810 SOP: Manage Your Inventory Page FAQ: https://paragon-na.amazon.com/hz/codex?id=GUID-7AD9393C-6438-4584-A725-4DE71669441C Investigate Why Listing is not Appearing on Manage Your Inventory: https://paragon-na-amazon.com/hz/codex/?id=GLM5TZRUUTUQ3F8N&layer=Published/US&locale=en-US Tools used: Help pages and SOPS

Once your product list will be activated on Amazon, they will be visible to any potential buyer.

Regards, SPS Associate

CASE STUDY 3 Educational

Seller Intent: The SP wants downgrade to Individual, but they don't know how they can do that. Seller provided identifier/doc: NA Skill: M@ Research done: Followed the PWF Account Setting > Account Setup > Seller Account Upgrade/Downgrade and investigated SOPs and Help Pages. Then informed customer how to downgrade to Individual. CIM/PWF/SOP/Help Page to handle the contact: Switch to an Individual selling plan: https://sellercentral.amazon.sg/gp/help/external/201710030?language=en_SG&ref+efph_201710030_cont_64491 SOP: NA Tools used: Help pages TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized the specific contact reason and cause for dissatisfaction: NA Case Status: Resolve

Move to the Individual selling plan; I don't know how to proceed.

Response Hello from Amazon Selling Partner Support,

I would like to inform you that you can downgrade your selling acc

ount to Individual at any time and without any additional cost. Please follow steps below in order to downgrade your account:

• Access Seller Central;
• Click on Settings > Account Info;
• On your Services tab, click Manage;
• On the next page, click Downgrade.

Changes to your selling plan will be reflected in the next billing cycle. By downgrading to Individual, you will not be charged again for the monthly subscription fee.

If, in the future, you wish to go back to the Professional selling plan, please follow the steps provided, the upgrade will be immediate.

Regards, SPS Associate

Seller Intent Process Flow

1. Read the email and identify keywords
2. Annotate case.
3. Select Atlas Card to start investigation and troubleshooting.
4. Verify if the issue is already resolved.
5. Replicate and resolve seller's issue.
6. Annotate case, reply to the seller and resolve case.

EMAIL HANDLING PROCESS

Job Aid - Standard Case Handling Process Flow

Step 1: Accept case in Paragon Step 2: Determine case type Step 3. Identify seller's intent Step 4: Provide standard annotation Step 4.1: Determine seller's Account Status Step 5: Are you trained to handle this skill? Step 6: Select Atlas Card based on seller's intent Step 7: Follow Paragon Workflow (PWF) instructions Step 8: Follow Trouble Ticket (TT) process Step 9: Wrap-up communication Step 10: Resolve the case Step 10.1 Update Case Status Step 10.2 Select most appropriate Atlas Reason Code

Investigate Case Details

1. Expand and review Seller Info widget
2. Verify Account Status is Active or Normal

Contact was Initiated through Seller Central Process

1. Review existing cases to confirm the contact is not a duplicate
2. Confirm the request does not include more than 5 identifiers (SKUs, FNSKUs, ASINs, orders, etc.) ○ Partners or Workspace-enabled associates can skip this step.
3. Handle the selling partner's issue using Help Pages, SOPs, and PWFs

Contact was not Initiated through Seller Central ○ Referred to as 99 email contact often originating from Customer Service e.g. seller-response@amazon.com, no_registered_selling@amazon.acct

1. Determine selling partner's email address from existing correspondence
2. Update email address associated with selling partner's account ○ SOP - Edit Case Details in Paragon
3. Review existing cases to confirm the contact is not a duplicate
4. Confirm the request does not include more than 5 identifiers (SKUs, FNSKUs, ASINs, orders, etc.)
5. Handle the selling partner's issue using Help Pages, SOPs, and PWFs

Responding to an Email Contact in Paragon

Reply Using a Blurb ○ Click the + icon next to a blurb title

Reply When No Blurb is Available ○ Click the Reply button ○ Compose message including: • Greeting • SKUs, ASINs, Order IDs, etc. relevant to selling partner's question

Responding to an Email Contact in Paragon Insert Attachment(s) •Screenshots should never be attached Spellcheck Dictionary Language

Select Case Status • When Resolving a case, follow SOP: Review Opportunities and Alerts in Paragon • Review SOP: Reasons to Reject an Alert of Opportunity from an Email Case in Paragon • To reject an opportunity or alert, refer to SOP: Reject an Opportunity or Alert in Paragon

Select Seller Task Select Why Seller Contacted (Atlas Code / Use Case)

• Click Review link to preview the message • Review greeting, spelling, and completeness • Click Go Back to return and make edits • Click Submit to send

Transferring Emails to a Different Department To Transfer an email:

1. Within your Paragon case, go to Issue Summary section.
2. Click Transfer.
3. A new menu will be displayed with 3 options. Select Another queue under Type of transfer.
4. In the search field, enter the required queue.
5. Select the appropriate queue.
6. Add issue summary with the reason for transfer.
7. Click Transfer Case.

When transferring emails we do not send an email to the Seller letting them know that they are being transferred. We simply transfer them to the correct department and they will handle the SP's issue.

Resources The ff. SOPs are relevant to the content in this module: • Accept an Incoming Email in Paragon • Handle an Email Contact • Review the Seller Info Widget in Paragon • Guidelines to determine whether contacts were initiated through Seller Central • Review a seller's existing cases in Paragon • Edit case details in Paragon • Handle a 99 Email Contact • Send an Outbound Email to a Case Via Paragon • Review Opportunities and Alerts in Paragon • Insert an Attachment to an Outbound Email Case via Paragon

Email contacts that originated outside of SC • The Seller ID will be 99 for cases originating from outside of Seller Central • When you receive the case the email address of the selling partner's original contact will not be captured in the Seller info section • Cases originating from outside of SC often come from Customer Service • Refer to the following SOPs for more information: Guidelines to determine whether contacts were initiated through SC

Handling an Email Contact that did not originate from within SC • Review any existing correspondence on the case to see where the original contact came from • Update the email associated with the registered selling partner's account • Refer to the following SOPs for more information: • Edit Case Details in Paragon

Status of a case allows us to track its progress and provide more consistent experiences for our selling partners • Review alerts and opportunities on the case to determine if any should be rejected • Refer to the following SOPs for more information: • Review opportunities and alerts in Paragon • Reject an opportunities or alert in Paragon • Reasons to reject an alert or opportunity from an email case in Paragon

Seller Intent: The SP wanted to know how to update/modify bank account information. Seller provided identifiers/documents: NA Skill: M@ Research done: Followed instructions in the provided workflow for atlas card Update Account Banking/Credit Card Info and checked Help Page Bank account information, Provided next steps for the Selling Partner based on information in the Bank account information help page. CIM/PWF/SOP/Help Page to handle the contact: Add, view, and update your bank account information. https://sellercentral-europe.amazon.com/gp/help/G851 SOP: Account Banking FAQ Tools used: Help pages and SOPs TT/SIM Reference: NA Note: Only if no research material exists, please raise a research Andon. Question to TME/Advisor: NA If there is an Amazon caused dissatisfaction, have we acknowledged and empathized with the specific contact reason and cause for dissatisfaction? NA Case Status: Resolve

Response Hello from Amazon Selling Partner Support,

I understand that you wanted to know how to modify your bank account information. Please follow steps below.

Update existing bank account information • Go to Settings, and click Account Info. • On the Seller Account Information page, under Payment Information, click Deposit Methods. • Click Replace deposit method. If you need to edit other bank account information, click Manage Deposit Methods.

Note: To confirm that your bank account information has been updated, view the Deposit Methods page in Seller Central. It may take up to two business days for information to be updated.

For more information, you may access through this. Help Page: https://sellercentral.amazon.com/help/hub/reference/external/GWHNLFB85QAZ5W

Regards, SPS Associate

When raising your Ticket, make sure to provide the ff.

1. Description of issue
2. Context
3. Timestamp when issue happened
4. You alias
5. [Optional] Investigation already executed
6. Whether issue is consistent? Yes/No
7. Screenshot of issue (it should include full url)
8. Recording of the issue (recommended but optional for inconsistent issue or having security concern)
9. GACD/Connect Logs

Troubleshooting steps and CTI for issues with Amazon Connect can be found in the SOP Cut a Ticket to Report an Amazon Connect Issue.

Amazon Connect Control Panel ◘ A routing management system that associates use to receive SPs contacts ◘ A widget that cannot be removed, only collapsed or expanded.

Correct way to close a contact with the new Connect routing system is by either changing the status of the case after completing the investigation or by using the case actions in the case overview.

Multiple Contacts - Accept all of them. There can be multiple incoming contacts, which should be worked on one-by-one.

The AUX status in new Connect function in Paragon can be changed in the GACD.

When a PWF provides a blurb, the only two reasons to modify it are inaccurate or missing information.

Six Essential Skills Competencies

1. Communicates with Confidence
2. Uses empathetic language and tone
3. Demonstrates active listening and reading
4. Demonstrates problem solving skills
5. Maintain positive positioning
6. Demonstrates response regulation

Email Key Components

Introduction (Conditional) I am sorry to hear about the problem with [insert issue] Summary (Required) I have confirmed that your Selling Account is set up and you can access it with the appropriate password. Action (Required) To change the phone number in your selling account, [instructions] Coaching (Conditional) Watch our Seller University video on [insert topic] to learn how to [insert task]: [insert link on new line] Further Information (Conditional) See answers to frequently asked questions about [insert topic], see our [insert help page title]: [insert link on new line]

Hello from Amazon Selling Partner Support,

Thank you for your patience while we investigated your Seller Central account issues.

I have successfully reset your password and you will receive an email soon with additional instructions about how to reset your password in the future if you encounter similar issues. If you do not find the email in your inbox, please check your junk mail or other email folders it may have been delivered to.

Please feel free to contact us again if you have any further issues.

Regards, SPS Associate

The SP is trying to sell golf balls, but they are having seeing the product on Amazon after they completed the listing.

Coaching In the future, if you need help managing your listings there are resources available in Seller Central to guide you.

The following link is a video that demonstrates how to manage and edit your inventory. https://sellercentral.amazon.com/learn/courses?ref_=selleru_athena_c4_m497&courseId=4&moduleId=497&contentType=VIDEO&modLanguage=English&videoPlayer=airy

The following link is a help page that answers common questions about listing and managing your inventory. https://sellercentral.amazon.com/learn/courses?ref_=selleru_athena_c4_m497&courseId=4&moduleId=497&contentType=VIDEO&modLanguage=English&videoPlayer=airy

Following the steps provided, and referencing the provided help links will help get your Top Flite Gold Balls listed on Amazon.

ADD A PRODUCT

NOT SOLD ON AMAZON Inventory > Add a Product I am adding a product not sold on Amazon Select Category and Sub-categories related to the product Fill out all the mandatory fields Save and Finish

SOLD ON AMAZON Catalogue > Add a Product Search for the product you want to sell on Amazon using product identifiers or keywords When you find the product, click Sell this Product. Enter your offer details in the data fields Required fields are marked with an asterisk Save

VIEW AND EDIT PENDING PROMOTIONS Under the Advertising tab, click on Promotions Click 'Manage Your Promotions' tab. You will get the advanced search option. Set the search option to Promotion Status > Pending and click Search. You will see a list of Pending Promotions.

To activate a pending promotion: On the Manage Your Promotions page, under 'Actions' select 'Edit' option from the dropdown for the Promotion you want to activate. You will be directed to the 'Edit Promotion' page. Scroll down to Step 2: Scheduling and Change the Start Date to the current date and time. Review and Submit

On the Manage Promotions page, the status for this Promotion will be Active. When you create or update a promotion, it takes a minimum of 4 hours for the changes to reflect on the offer listings page.

Hello from Amazon Selling Partner Support,

I appreciate you to bring this matter to us. I am sorry to hear about your account failed verification. I understand that you want to verify your account. I know this will be helpful to you and to your business. Let me assist you with this matter.

Upon checking on your Seller Central account, there is an issue on the registration. Accordingly, the reason of failed verification is due to unsupported documents of the selected country of residence which is US. However, the system does not allow Selling Partners to edit their country of residence once an account has been created. In this case, we request you to register again with a new email on Seller Central; to update the country of residence; and, to upload with supporting documents.

To help you more on this process, here are tips: Start Selling - https://sellercentral.amazon.com/learn/start-selling Frequently Ask Questions - https://sellercentral.amazon.com/learn/faqs

Bank Account and Credit Card Issues

NA Payment Method Login and click on Settings / Account Settings Seller Account Information Page Update Payment Method

Bank Account Issues

1. I updated my bank account. How long does it take before I can get my disbursement? Whenever a SP adds or changes bank account information, a 3-day security hold goes into effect. Fund transfers cannot be initiated until the hold expires. So if a SP is counting on receiving a disbursement tomorrow, they should not update the bank account information today, as this will put any disbursements on hold for three days.
2. My new bank account is a Canadian bank account. Does Amazon support that? Amazon supports a lot of countries and currencies for disbursements on Amazon. Canada is one of those countries. You can find a full list of supported countries and currencies on the Seller Central help pages: sellercentral.amazon.com/help/hub/reference/external/G200497780
3. Can I choose the currency of my disbursement? Disbursements can only be made in the local currency of the country or region where the bank account is located. For example, if the SP's bank account is located in UK, then disbursements can only be made in GBP, even if the bank account is capable of accepting deposits in both GDP and EUR currencies.

Bank Account Help Pages

NA Bank account information Countries/Regions and Currencies supported by Amazon for disbursement What can I do if my bank account information is not accepted?

Credit Card Issues

What happens after I enter my credit card details? When the SP enters a new card or updates their information for an existing card, they may be asked to verify the card with a security challenge. Amazon will ask the SP's financial institution to authorize a charge of up to 1 EUR to verify the identity and validate the credit card. Amazon does not actually make the charge, but the SP may see the authorization on their credit card statement for 3-5 business days, before it disappears.

I entered my credit card information but now my credit card is listed as invalid. Why? Credit cards will be listed as invalid, if: • There is no adequate credit available • There is a limitation on internet or mail order charges set up • It is a prepaid credit card • It is not chargeable in the currency of the Amazon marketplace where the SP registered their account

Credit Card Help Pages How to update my credit card information? What happens after I enter my cc details? Why is my cc listed as invalid?

PWF

Atlas Cards Seller Task > Account Settings > Account Details > Update Account Banking/Credit Card Info

PWF Use Cases Select Use Case Amazon Currency Converter Bank account has been compromised Cannot access bank account CC inquiries Currency conversion tax issues Delete a bank account

I am using the Amazon Currency converter for my disbursements. Which exchange rate will be applied to my payment? Select Use Case > Amazon Currency Converter

Bank and Credit Card Inquiry Status The seller has a bank account or credit card concern. Determine if the emails from the Seller have enough clarity for you to proceed.

Next Steps In Paragon:

1. Review the case correspondence and determine the if the Seller has a clear intent

2. If the intent is not clear enough for you to continue, click on Email Seller and prepare the email

3. Select PMA case status and select Reason Code: Account Access, Policies & Settings > Account Settings

4. Click Review

5. Click Submit

6. Click Continue below when you have enough clarity to move forward.

    Email Seller
   

   Continue What is the Seller inquiring about? > General bank account/credit card question > Select the Sellers questions > Others > FAQs > Exchange Rate > Search

PWF Scenarios and FAQ

Scenarios Seller facing an invalid or pending credit card issue Seller sees a forbidden page when updating their bank account Seller sees an error message when adding bank account information Seller is unable to pass the challenge question for a bank account reset Seller contacts related to compromised bank account information

FAQ Why does the exchange rate used by Amazon Currency Converter for Sellers not match the one I see in newspapers? Which exchange rate will be applied to my payment? Are there any additional fees for using the Amazon Currency Converter for Sellers? What are the tax implications of my earnings being converted into another currency before being transferred into my local bank account? Will I receive documents denominated in my local currency that I can give to local tax authorities? What countries are accepted for seller registration

NA: Launched Paragon Workflow SOP

USEFUL SOPs NA Partial charging of negative seller balances FAQ Determine the source of a charge on a seller credit card Charge now FAQ Payments page troubleshooting guide Amazon currency converter FAQ

Disbursement can be completed after 3 days.

SELL GLOBALLY Seller Central > Inventory > Sell Globally

STEPS Inventory > Sell Globally Choose the region the marketplace is located in Select the marketplace There you will find 2 options: a. Choose Link Accounts if you want to link existing accounts. b. Choose Register now if you want to register a new account.

When linking the accounts SPs will be provided with: Single Sign-On option Quick Access to Account Information

SC > Inventory > Sell Globally Choose the region Americas Select US as the marketplace Under the option "I have an Amazon.com selling account" click "Link Accounts".

• Sales Tax is a type of tax paid to a governing body for the sales of certain good and services.

• Amazon Tax Calculation Services used to calculate sales and use taxes for US states with a Sales Tax as well as Canada and Provinces with tax.

• Tax Methodology describes how the Selling Partner's tax settings are used in conjunction with how Amazon calculates sales tax.

• Amazon Tax Exemption Program enables selling partners to accept tax exemptions from buyers who participate in the program.

• Product Tax Code is a rule that states if any special circumstances apply to a product for tax calculation purposes.

Associates should never provide or recommend tax advice to SPs instead you should explain how Amazon services works.

Locate and Change Tax Settings Settings > Tax Settings

Collect = Amazon has collected tax and will remit it. Calculate = Selling Partner Tax Calculation Service settings and is their responsibility to remit.

Marketplace Tax Collection FAQ - information about which states are currently a part of the Marketplace Tax Collection program.

Verified SC Account - with ID and registered email address; not 99 Tax Advisor - reach out for more information about the tax.

Selling Partner can set up their taxes by assigning a product tax code to individual offers and/or assign a default product tax code to ensure the correct tax rules apply to offers or by selecting state jurisdictions and add state tax registration number in Tax Settings.

Professional Selling Partner have access to this service.

Amazon charges a 2.9 fee based on the amount of tax collected.

SPs are responsible for their own tax obligations and remittance with the exception of MTC states in which Amazon will remit directly to the proper taxing authority.

ACCOUNT STATUS

Normal (Active) Account Status and Marketplace Status shows Normal. An account with Normal status is considered Active. If the Staging status shows YES, it means that the account is in Staging status. If the account is Normal/active, it will show No.

On Vacation This SP is at the beach and put their account "On Vacation" prior to leaving for holiday. The status "On Vacation" is considered a Performance Status, however not set up by Amazon, rather by the SP. If a SP is On Vacation, in Paragon the status will still appear as Normal, you would only check this information in the Settings section of the account. It will show Inactive (Listings not available for sale on Amazon). If it shows "Inactive" for particular Marketplace, it means that the status is temporarily set to On Vacation for that Marketplace.

Terminated It means that the SP closed the Amazon account. Accounts get terminated only on SP's requests. We can reinstate a terminated account if it's within 4 weeks rafter termination and with a good business justification. If a terminated SP wants to sell again, a new account would need to be created, using a new email address. The marketplace status shows Terminated in Paragon. Terminated account can not be peeked. It shows PARIS Service could not find merchant.

Blocked An account with a Blocked status can be a result of a poor selling performance, policy violations, or action going against the Amazon guidelines. Blocked accounts present an inability to sell and access certain parts of the account, for example, the inventory. The SP is required to provide a Plan of Action, in which a reinstatement would be requested. TRMS Team will investigate the plan provided by the SP and make a decision if the account can or can't be reinstated. Blocked accounts are differentiated in to two sub-statuses: Suspended and Restricted. If a SP is blocked for particular Marketplace, in Paragon the Marketplace Status will appear as Blocked. It will show "You account has been deactivated."

Minimal Score This status is determined by Registration Progress. It means that the SP's registration was not fully completed. For Minimal Score account, normally the Account Status and Marketplace Status in Paragon shows Data Unavailable. It will show that PeekNow is not enabled. The Legacy Tier will show MINIMAL_SCORE.

Staging A new SP contacts you, because has a few items listed, however, no matter what they do, the listings don't appear online or the listing status can not be changed from "Inactive" to "Active" on the Holiday Settings Page. One of the possible reasons for a new SP's items to not appear active is the status Staging. Staging is a status set internally, usually to on-board a SP fully by our on-boarding team. During this time, the account appears to be Active and everything functions, however, listed products won't appear live. If a SP is in Staging status, in Paragon the status will appear as Normal as well but the Staging status shows Yes. The Staging attribution shows True. In the Change Reason column, it will show the contact who set the account in Staging status.

Fraud This Selling Partner is contacting us because they can't access their Amazon account. The account status is marked as Fraud, internally also called VCAC. There are two scenarios when the account is marked as Fraud. It is related to a hacked account. The SP is performing fraudulent activity. Fraud status is considered a sensitive. We can't provide any account specific information. This will be case specific and the action taken will be based on the outcome of the Paragon Workflow related to performance statuses. Marketplace Status shows Fraud in Paragon. Merchant Fraud shows Fraud Status in Merchant Portal Paris Widget.

Suspended Suspended Account is one of the sub-statuses of Blocked Account. Suspended means we are currently investigating something in the account. The SP can still fully access the account; however, all listings are temporarily removed from the details page. We might request additional information, for example, product invoices, business details or other documentation depending on the situation. If a SP is suspended, in Paragon the Account Health will appear Suspended (Terminated), the Marketplace Status will as Blocked or Normal. It will show "Your account has been deactivated." It happens that some European English-speaking Selling Partners contact UK support for their blocked account, but the Account Health and Marketplace in Paragon page show "Normal". It is possible that other Marketplaces such as DE or ES are blocked instead of the UK one. For checking that, we need to dive deep into Seller Central and check the Account Health page of each Marketplace.

Restricted Restricted means that we will remove certain abilities from the SP's account. For example, the ability to sell using the merchant fulfillment network: If we identify an issue in the Selling Partner's ability to sell and well would like to keep them as a SP on our platform, they can be given the option to sell only and exclusively via FBA. If a SP is Restricted, in Paragon the status will usually appear as Normal. You would need to check the restricted information in the Account Health or inventory section in Seller Central. It will show "Your account has been deactivated." It will shows Blocked unless FBA.

Error 8572- GTIN Authority Error Error 5461/8573- Match Only Listing Error Error 5661/5664/5665- Brand Authorization Error

Add 7 days from the estimated delivery date when the funds released from the reserve balance.

Gemba is used to report process defects impacting selling partners or associates and helps us see and understand problems and identify potential solutions. Issues are turned into problem statements, reviewed and handled by ACES KTR and progressed to the resolver group who can implement the change.

Gemba Issue • Reason code unavailable in the queue. • Reason code incorrect in PWF/SOP. • P45 routes to incorrect queue.

Non-Gemba Issue • Very high impact and urgent tool issues and technical issues such as if Paragon is down. • A local issue that IT or Facilities teams can resolve (e.g. your keyboard doesn't work). • Seller/Vendor/Brand Central or Paragon platform issue or enhancement.

Associates report their issue using Gemba FAQ SOP in the section: "Where do I submit a Gemba issue?"

What's the closest resource for this issue? For SOPs/Help Pages/Tools provide direct URL links. For PWFs provide the Atlas Selection.

When did you first experience the issue? Add week number.

Where in the process did the defect happen? Provide exact PW step name, section of the help page/SOP impacted.

What is wrong? Provide details of what is happening, and result of that issue.

Provide at least two impacted case IDs where you experienced the issue in the past 2 weeks.

Describe workaround used or proposed solution? If known.

Gemba Lifecycle

<-7 calendar days-> Intake Triago Scoping

<-Depends on priority-> Planing Implementation

Intake - requester submits Gemba; ACES KTR assigns Gemba to themselves Triage - review intake to confirm if all initial requirements are met; validate; prioritize Scoping - resolver group identification; gather all the info as per RG requirements

Planing - external team involved: ACES JIRA, PWF SIM, others Implementation - issue closure/resolution confirmed; close loop the issue fix with the requester

Correct Pricing Rules Same price as the source marketplace Fixed amount above the source marketplace price Percentage above the source marketplace price Percentage below the source marketplace price

Manually Yanked refers to a product which has been removed from our website due to policy violations. Tombstoned means that no SP currently offers this item so it is not present in our Catalog. Restricted refers to Categories, brands or product that require an approval before selling these.

ORDER ID Order Status - the current status of the order A to Z Claim - if the Buyer has submitted an A to Z claim Is Chargeback - if the Buyer has requested a chargeback from their credit card company Purchase Date - when the order was placed Related Cases - if the SP has created any cases about this order Check Order Notification - used to confirm if a "Sold, Ship Now" notification was sent out to the SP

Listing - Level 1

BIL - self-service tool that can build product to sell internationally

Introduction to Brand

Requirements of Brand Brand owner can edit the listing and can approve those seller who will sell their product.

Tool to check the Seller Profile

◘ Categories Gates • additional fee charges • performance checks • others

◘ Listing Limitation apply

◘ Categories Type • Condition Guidelines: new, renew, rental, used - like new or open box, used - very good, used - good, used - acceptable, and collectible. ◘ Unacceptable and prohibited items https://sellercentral.amazon.com/help/hub/reference/200339950 ••check via Athena or Help page for more info. ◘ Style Guides - product title, description, etc. // not skill of M@ ••provide help page; transfer case ◘ Restricted Product - illegal and unsafe Requirements: https://sellercentral.amazon.com/help/hub/reference/200164330 ••check via Athena or Help page for more info. "Restricted item and waiting for approval) ○ CSI Tool - use to determine error ○ Tico - listing item not buyable ○ Data Viewer - for listing and provide ASIN to appear ◘ Product Identifier • list of requirement via Help page

Brand Gating protects the intellectual property of a brand. (has workflow)

A+ Content via SOP and Help page • A+ Content FAQ • brand registered seller/brand owner • brand registry team • Advestising > A+ Content Manager

Launched Paragon Workflow Info - M@ Skills

Item Creation and Matching • Error • SOP needs screenshot of error • PWF no need Listing > Manage Listing > Add a product

Alternate Images - other term of Images

Surpressed = Listing not buyable

ORDER STATUS ◘ Shipped ◘ Unshipped ◘ Pending ◘ Cancelled

Referral Fee - a percentage charged on every item sold. different percentages apply for BMVD (books, music, video, and digital) and non BMVD item. • Per Category • Referral Fee FAQ https://sellercentral.amazon.com/help/hub/reference/GTG4BAWST39Z98Z3 • Calculated $30 (Product Price) - 8% (Amazon Referral Fee) = $27.6

Buy Shipping https://sellercentral.amazon.com/help/hub/reference/LXKP5E6P6QTSSU8

Orders > MFN Program > MFN Return and Refunds

A-Z claims is based on PWF listing. • A-Z Claims/Chargeback • Status ◘ Buyer ◘ Seller ◘ Amazon

FBA

https://lighthouse.curatr3.com/dashboard

Training Duration: 9 days of Lighthouse; 10th day of Practice/SBS

Phone Communication Guidelines https://paragon-na.amazon.com/hz/codex/?id=GRGRLMEB63BH8JBW&layer=Published/IT&locale=en-US

TEAMS Meeting ID: 283 982 881 053 Passcode: 42q7S3

https://teams.microsoft.com/_#/pre-join-calling/19:meeting_Mjc5ODg5MWEtNDNkNi00MTQ2LWJjNjMtMGQ0ZTVjN2Q4Yzdk@thread.v2

Fulfillment By Amazon (FBA) is a service provided by Amazon that provides storage, packaging, and shipping assistance to sellers. This takes the burden off of sellers and grants them more flexibility in their selling practices. In exchange, Amazon charges the seller certain fees to cover the cost of providing this service.

FBA FEES INTRODUCTION

Tools

Amazon Services

• An external website providing information to sellers and prospective sellers about how to sell with Amazon.

Revenue Calculator

• An interactive tool that allows the seller to compare a product’s merchant-fulfilled fees vs FBA fees.
• User can access via the FBA fulfillment fees for Amazon.com orders help page (below).

Help Pages

FBA fulfillment fees for Amazon.com orders

• Can be accessed from the help pages on Seller Central

REVENUE CALCULATOR

Compare their product's fees when they fulfill themselves vs. with FBA

Enter price + fulfillment costs = see how much they will make when selling merchant-fulfilled vs. FBA

CASE STUDY ○ The correct weight and dimensions for this item are 60.29 cm x 41.00 cm x 8.50 cm and 2540 grams. ○ The dimensional weight (4.4 Kgs) is considered over the unit weight (2.54 Kgs). ○ This product is categorized as a Standard Oversize product in the <4.76 Kgs category. ○ The FBA Fulfillment Fee is EUR 11.80

○ 15.55 in x 11.93 in x 3.35 in and 1.30 lb. ○ Large Standard ○ $ 29.85 ○ $ 53.94

○ 42.42 cm x 31.50 cm x 9.91 cm and 660 grams. ○ Dimensional Weight ○ Standard Parcel ○ EUR 11.06

Thank you for contacting Amazon Selling Partner Support. My name is Clarice. In case we are disconnected, may I please have a good call back number?

While I am investigating your issue, can you confirm if you know to locate FBA fees at Seller Central?

Thank you for confirming.

I understand that you want to know where can you find the FBA fees. I am accessing it.

1. Login to your seller account and click the burger icon or menu button.
2. Go to Reports, and click Payments
3. Enter the Order ID, and click Search

You'll see the total amount, to see more specific details of what are the fees click "Total".

Thank you for contacting Amazon. Have a wonderful day!

Thank you for contacting Amazon Selling Partner Support. My name is Clarice. In case we are disconnected, may I please have a good call back number?

While I am investigating your issue, I understand that your concern is regarding the cost of FBA.

I recommend you to use the Revenue Calculator tool in order to help you compare whether FBA is beneficial or not.

Please search at Athena the "Revenue Calculator" for its Help Page as a guide for you.

Thank you for contacting Amazon. Have a wonderful day!

1. FBA really make sense for sellers because this service ensure to provide Storage, Shipment, and Support.

2. The advantages are to help these sellers to gain more sales, to grow business, and to delight customers.

3. The disadvantages would be the fees for the services applied in order to make the product of sellers more visible in global marketplace in order to generate more sales.

Product Barcode Requirement

a. Manufacturer barcodes (eligible barcodes include GCID, UPC, EAN, JAN, and ISBN)

To eligible, product must: • Be in new condition only • Not be expiration-dated • Have a single scannable barcode that corresponds to a single ASIN in the Amazon catalog • Not be consumable or tropical products such as skin creams, shampoos, or cosmetics

Note: Amazon reserves the right to disqualify products from using manufacturer barcodes that otherwise meet the above requirements.

b) Amazon barcodes (ASIN or FNSKU)

Amazon barcodes are required for all products that are not tracked using manufacturer barcodes.

When products have Amazon barcodes, the items will be identified with a unique X00 number. When customers order these products, only those items will be sent, allowing for greater control of inventory sent to the customers.

Items requiring Amazon barcodes include:

1. Products that are expiration-dated
2. Products that are not in new condition
3. Consumable or tropical products such as skin cares, shampoos, and cosmetics
4. Products that don't have a scannable UPC, EAN, JAN, or ISBN barcode
5. Restricted products and dangerous goods
6. Media products
7. Products for children or infants

When the SP is ready to attach barcodes to their products, the SP needs to make sure they: • Put the correct barcode on each item. • Cover all other visible barcodes except for any serial number barcodes. • Place the barcode on the outside of any prep materials. • Do not place the barcode on a curve or corner of the package. • Ensure that each item in a case pack has an Amazon barcode, and any barcodes on the case have been removed.

Printing Amazon barcodes, make sure that the labels include: • FNSKU • Product name • Item condition

AMAZON BARCODE

• Only the SP's items will be sent when an order is placed from the SP's store. • The Selling Partner's items will be identified with a unique X00 number. • It will prevent incorrect products from being sent to buyers.

MANUFACTURER BARCODE

• All inventory of the product from all SP are stored together or commingled. • The manufacturer's scannable barcode will be used to identify and process the product at Amazon. • Orders will be processed using inventory that may have been sent to Amazon by another SP. The SP's account will be credited for any purchases from the SP's store.

Manage FBA Inventory

Other columns from fulfillment inventory page are:

Sales summary - It shows a summary of the sales in the last 90 days. Sell-through - The FBA rolling 90-day-sell-through rate. Inventory age - It shows the age of the in-stock units. Estimated excess - They are units for which we forecast that it will cost the seller more to keep in stock and pay storage costs. Est LTSF - The estimated number of units that will be subject to long-term storage fees on the next charge date, assuming no further sales.

Introduction to Hazmat

One of the most important aspects at the Fulfillment Centers is safety. We make sure our FC associates are safe when doing the following:

• Receiving • Storing • Transporting • Disposing products

Amazon ensures all products have been reviewed for hazardous materials or hazmat.

SP are responsible for ensuring the products they offer for sale on Amazon platform conform to all rules, laws and regulations.

Often, SP are not aware that their products are considered hazardous materials and you will need to receive those contacts and help educate a SP on this topic.

HazMat - Hazardous Materials

These are materials that pose a risk to the following while storing, handling, or transporting them because they contain flammable, pressured, corrosive, or otherwise harmful materials.

• Health • Safety • Property • Environment

Hazmat is also referred to as dangerous goods.

All dangerous goods sent to Amazon must comply with all applicable regulations to ensure safe and correct transportation, storage, handling, and labeling.

Failure to comply exposes employees, carriers, and customers to potential health and safety risks.

Dangerous goods are divided into nine classes based on specific characteristics producing the risk.

Amazon will only accept:

• Dangerous goods in limited quantities • Products with lithium batteries under certain conditions • Products classified as magnetized material • Products shipped with non-spillable batteries

PROHIBITED

Radioactive Materials Toxic Gas

APPROVED

Flammable Liquids Flammable Solids Corrosive Substances

When SP convert a listing to FBA, they are asked if the product is considered a dangerous good or hazardous material regulated for transportation, storage, and/or waste.

If the SP responds yes, then Amazon requires a Safety Data Sheet uploaded.

SAFETY DATA SHEETS Headings:

1. Identification of the substance/mixture
2. Hazards identification
3. Composition/information of ingredients
4. First aid measures
5. Fire-fighting measures
6. Accidental release measures
7. Handling and storage
8. Exposure controls/personal protection
9. Physical and chemical properties
10. Stability and reactivity
11. Toxicological information
12. Ecological information
13. Disposal considerations
14. Transport information
15. Regulatory information
16. Other information

SP are responsible for knowing if their products might be regulated as a dangerous good.

If SPs do not know, they should contact the manufacturer or supplier and ask if the product is regulated by any regulations.

The manufacturer is required to provide SPs with a complete SDS for all regulated products except for finished cosmetics and battery products.

SPs must then provide this SDS to Amazon by uploading the file in Seller Central.

ASIN Review Process

• Product Compliance Team Each ASIN converted to FBA is reviewed within 2 business days if identified as a possible Dangerous Good.

Incomplete Information = Blocked for Sale

Amazon may further restrict a product if it is under investigation due to a potential safety risk.

Amazon may require completed EXEMPTION SHEETS for products that are regulated as dangerous goods but are exempt from SDS requirements. ES will be accepted for the following: • Batteries and products delivered with batteries • Finished cosmetic products regulated as dangerous goods • Products not regulated as dangerous goods

Dangerous Goods Identification Guide has resources available to the SP such as:

• A widget SPs can use to look up an ASIN or the FAQ • A listing of the regulations that apply to dangerous goods

What does Amazon look at, as the main source of information to determine if a product should be considered HAZMAT? Catalog information.

When should the Selling Partner provide an Safety Data Sheet (SDS)? When the product information was not sufficient when creating or converting the product to FBA.

What are HAZMAT products also known as?

What condition must a Class 9 Dangerous good be sold in? New

HAZMAT approved classes • Toxic substances • Flammable solids • Oxidizers

HAZMAT prohibited classes • Toxic gas • Radioactive material • Substances dangerous when wet

Conditions to send additional products to an FC after being approved in the HAZMAT program • Eligible for FBA • Packed in limited quantities, also known as ORM-D (as defined in latest version of 49CFR) • In New condition only

Look up an ASIN tool Used by sellers to check the classification status of an FBA ASIN.

What tool is available for the seller to submit a SDS? Upload dangerous goods documents tool

SHIPMENT PLANNING

WORKFLOW ○ Products ○ Quantity of the Products ○ Shipment Method and Carrier's Details ○ Labeling and Preparation Option

REQUIREMENTS FOR USING THE DISTRIBUTED INVENTORY PLACEMENT SERVICE (Na Only)

• Must be enable prior to shipment creation • Most standard-size items will be directed to a single receive center or fulfillment center • A per-item fee will be applied to units received as part of Inventory Placement shipments • Amazon will determine the fulfillment center shipments that it will be sent to. • Certain categories may have inventory routed to multiple fulfillment centers.

FBA - Send to Amazon - NA

Send to Amazon is a new shipment creation workflow for FBA Selling Partners.

1. Simplified and flexible workflow with steps that reduce time when creating FBA shipments.
2. It has the ability to save and to re-use pack, prep, and labelling information from shipment to shipment.
3. More flexibility in the Selling Partner process, such as packing boxes before confirming shipments.

These case-pack templates save information about a SP's box configuration, including:

• Box content information • Box weight and dimensions, and • Prep and labeling instruction

SHIPMENT CREATION

1. Create packing templates or mixed-SKU boxes and choose what to ship.
2. Select carrier and confirm shipment details.
3. Print labels, apply them to boxes and send shipment.
4. Provide information about pallet configuration for LTL shipments. //
5. Create packing templates
6. Choose inventory to send
7. Confirm shipping details
8. Print and apply box labels
9. Confirm carrier and pallet information
10. Print and apply pallet labels

Thank you for contacting Amazon Selling Partner Support. My name is Clarice and I'll be assisting you today. Before we get started, I just want to let you know that this call may be monitored or recorded for training and quality assurance purposes. Please be informed that the fulfillment centers either by Amazon or Merchant could be selected based on the products you are shipping and where you are shipping from. By allowing your products visible across all marketplaces, we would assure you that your customers who purchased those product will be able to receive it faster if it is fulfilled by Amazon. For your guidance, search "Select a Merchant and Marketplace" at Athena or search engine. Thank you for contacting Amazon. Have a wonderful day!

SP can send their inventory as small parcel shipments or pallet shipments.

SPD Shipment is Units packed in separate boxes and individually labeled for delivery LTL Shipment is Units packed in individual boxes on pallets for delivery. Multi-mode shipping is Shipping mode for small parcel and pallet shipments

The steps to follow to complete small parcel delivery are: Select Small parcel delivery as your preferred shipping mode, select your carrier, prep and labelling, and click on Accept and confirm shipping.

Weight is usually less than 75 kg and SPD is shipped in individual boxes are SPD shipment characteristics.

The shipping mode should be Less than truckload (LTL) delivery. LTL is for shipping boxes on pallets that are labelled for delivery.

Box labels Item label Pallet Labels

When there are two or more orders shipping from the same pick-up location to the same Amazon fulfillment center and the required delivery date is the same, The Selling Partner should consolidate orders into one shipment with one Bill of Lading.

Thank you for contacting Amazon Selling Partner Support. My name is Clarice and I'll be assisting you today. Before we get started, I just want to let you know that this call may be monitored or recorded for training and quality assurance purposes. I understand that you're inquiring about the reason of filling out the information from Amazon could be helpful as it is required on the box content information at your Seller Central. Please be informed that the reason for providing the required information on shipment boxes prior sending your shipments to Amazon is to assist effectively and efficiently as well as to make your inventory available for sale. For your guidance, search "How to Get Started to Send Shipments " at Athena or search engine. Thank you for contacting Amazon. Have a wonderful day!

Shipment Creation by Bulk Upload

1. Log in to Seller Central.
2. Go to Inventory, click Shipments and select Send to Amazon from dropdown menu.
3. Choose File Upload as your SKU selection method.
4. The downloaded file will open to the instructions tab of the template.
5. Generate and Download the template to access the file.

To create and upload the file, the Selling Partner will need to follow these steps:

1. Generate and download the template
2. List the SKUs in the spreadsheet
3. Upload the completed file

To update the prep category, prep owner or label owner for multiple SKUs, the Selling Partner will need to follow these steps:

1. Click on the box next to each SKU to edit.
2. Change the prep category for each SKU selected.
3. Change the prep owner, label owner or both.
4. Click on Save. The changes will be applied at the template level.

SOP: FBA Send to Amazon FAQ Blurb: FBA_send_to_amazon_bulk _edit

Common Errors

• Error Message: Item Error - Selling Partner's product is restricted.

Reason: This error message means that the ASIN is currently blocked in the region. If the Selling Partner thinks that this ASIN is incorrectly blocked, then Amazon will need to manually review the information, which may take several days depending on the specifics of the case.

• Error Message: This product is not eligible in the destination marketplace.

Reason: This error could be caused by many issues, it may be temporary or caused by the products eligibility, status, size or hazmat issues. SOP: Research Why a Fulfillment Center Cannot be Found for a Product

• Error Message: Item error -This SKU is already being used for another product.

Reason: This error message means that there is an existing FBA offer with the same merchant SKU for another product.

• Error Message: Item error - Selling Partner has dangerous goods.

Reason: The product is restricted dangerous goods.

• Error Message: Item Error - The SKU for this product is unknown or cannot be found.

Reason: This means the product is a newly created listing. Newly created listings can take up to 15 minutes before all listing details are available. Selling Partners can still inbound these items without issue.

• Error Message: Item Error - The quantity you entered exceeds the accepted limit for units per box.

Reason: The quantity of the box is too large.

• Error Message: Item Error - The prep guidance for this product has been updated. Edit the packing template to confirm this change.

Reason: This indicates the prep category has not been updated on the packing template. Selling Partners can remove this error by acknowledging the prep category change, and saving the packing template.

• Error Message: This product exceeds the allowed volume/quantity for {type} storage.

Reason: The products exceed the storage restrictions.

SOP: FBA Send to Amazon FAQ SOP: Research Why a Fulfillment Center Cannot be Found for a Product

Item Error - Selling Partner's product is restricted.

• This error message means that the ASIN is currently blocked in the region.

Item error - The Selling Partner has dangerous goods.

• The product is restricted dangerous goods.

The SKU for this product is unknown or cannot be found.

• This means the product is a newly created listing.

This product is not eligible in the destination marketplace.

• It may be temporary or caused by the products eligibility, status, size or hazmat issues.

This product exceeds the allowed volume/quantity for {type} storage.

• The products exceed the storage restrictions.

SOP FBA Capacity Limits FAQ Follow this SOP to handle cases in which a Selling Partner is requesting a limit increase.

Handle Capacity Reservation Fee Contacts Follow this SOP when Selling Partners report problems with FBA Capacity limit increase requests and reservation fee questions.

Handle Capacity Limit Issues Follow this SOP to handle cases in which a Selling Partner is reaching out in regards to their capacity limit.

Potential reasons our seller is not yet seeing their units in their inventory. • The units could be still in transit. • Incorrect label placement is delaying the receiving process. • Seller inventory is in transshipment.

Researching Shipment Details

• Amazon Reference ID (PO) 2HDF8TBM • FC the units were shipped to FTW1 • Shipment Contents 2 MSKUs, 800 Units • Shipment Status In Transit • Shipment Problems • Partner / other carrier Small parcel delivery (SPD) • Shipment cost / Amazon Carrier Shipping Cost $75.86

• Amazon Reference ID (PO) 2HDF8TBM • FC the units were shipped to FTW1 • Shipment Contents 2 MSKUs, 800 Units • Shipment Status In Transit • Amazon Carrier Shipping Cost $75.86

• Amazon Reference ID (PO) 6SKJJWWZ • FC the units were shipped to CLT2 • Shipment Contents 3 MSKUs, 375 units • Shipment Status Receiving • Processing Fee $0.00 • Amazon Partnered Carrier Cost $70.25

Track Your Shipment (Shipping Queue) NA https://www.sellercentral.amazon.dev/help/hub/reference/external/G201022330

Hello Amazon, the carrier told me they had made an apt for an LTL delivery, is there something I need to do now? Can you please give me an update?

Shipment is in transit. Seller just needs to wait for the carrier to make the delivery and the status will update in SC.

• Track your shipment (Shipping Queue) help page

The SP can see the details of the unplanned service fees charged to them in SC.

• In the Inbound Performance report, see the fees column. • On the Shipping Queue page, click Track shipment • In the Transaction view section, in the Manage your payments tab • A full summary is available in the Inbound Performance Summary page

DISCUSSION • FEES are measured through the packaging's weight and dimension. • To convert a listing, go through Manage Inventory. • Regardless of whatever the product details, all of it undergo review on HazMat.

Lookup Hazmat Status of an ASIN on the PanDash Tool https://paragon-na.amazon.com/hz/codex/?id=GRD3ZK66G8U834R9&layer=Published/US&locale=en-US>

Pandash Tool https://pandash.amazon.com/

Tools

Amazon Services An external website providing information to sellers and prospective sellers about how to sell with Amazon.

FBA Fees Introduction

Revenue Calculator An interactive tool that allows the seller to compare a product’s merchant-fulfilled fees vs FBA fees.

User can access via the FBA fulfillment fees for Amazon.com orders help page (below).

Help Pages

FBA fulfillment fees for Amazon.com orders Can be accessed from the help pages on Seller Central.

Inbound Performance Unplanned Fees 

Unplanned Services https://sellercentral.amazon.com/help/hub/reference/external/201000230?locale=en-US

• PWF: ASIN Hazmat Status - Update with ASIN Hazmat Status

• OPTIONS to provide the Box Content Information

1. Web Form
2. Through Excel file or File Upload
3. 2D Barcode

NOTE: FBA Manual Processing Fee

Shipment Reconciliation

Shipment Reconciliation Issue is when discrepancies are found between number of units shipped by the seller, and the ones reported as received by the FC.

The resources available to handle these contacts are as follows: • For the Seller: Contents tab in the shipment detail page • For the SPS Associate: Check the Contents tab and educate the seller to submit a request • For both: Help page: Reconcile your shipment

Cause of these Discrepancies • Units were not shipped • Units are missing • Extra units were shipped by mistake • Unexpected units were shipped • HAZMAT units under review

The CONTENT TABS can be used by the seller to: • Get detailed information about shipment • Provide more information about the shipment contents • Request an investigation into missing or unexpected items

SHIPMENT RECONCILIATION

Step 1 - In the Contents tab, the seller will be able to determine if Amazon has taken action on reconciling their shipment before submitting their request.

Message: Received Description: These products are accounted for through the standard receiving process. The Received quantity is displayed on the Shipment contents tab.

Message: Auto-reconciled Description: When possible, we investigate product discrepancies automatically and add the reconciled units to your shipment. You can see additional details for your automatically reconciled units in the Located column on the Reconcile tab.

Message: Reimbursement Description: If Amazon accepts responsibility for lost or damaged products, they are accounted for as Reimbursement. Reimbursement amounts are listed on the Transaction View tab of the Payments report.

Step 2 - In order for the shipment to eligible be for research, the seller will need to provide certain information to facilitate the investigation.

Step 3 - Requesting Amazon for further research:

The seller can supply information to help Amazon complete the research and resolve issues efficiently. Sellers need to select an action in the Status/Action Required column.

Step 4 - Once the Seller is ready to submit the request for further investigation, they can do so from the Contents tab.

CORRECT ORDER

1. Locate the affected shipment and access the Contents tab in Seller Central.
2. Gather all of the required information.
3. Review the located tab to check if Amazon has taken any actions.
4. Select the appropriate status/action required.
5. Submit the request for investigation.

UNITS NOT SHIPPED: You have confirmed that you or your supplier did not ship these units or shipped a different product instead. MISSING - PLEASE RESEARCH: You have confirmed that these units were included in your shipment and you need Amazon to research further. EXTRA UNITS SHIPPED: You have confirmed that you or your supplier included extra units or a different product than was originally recorded on your shipment. UNEXPECTED - PLEASE RESEARCH: You have confirmed that these units were not included in your shipment, and you need Amazon to research further.

ILAC (Inventory Lost Andon Cord)

Some of the scenarios are handled by the FBA team, while other scenarios need to be addressed by a specialized ILAC team. This will depend on the following criteria: • Shipment eligibility • Shipment delivery date • Reimbursement amount

Inbound Issues ILAC

REIMBURSEMENT AMOUNT

ILAC Tool is used to find the information needed to determine which team should handle the case.

The ILAC Tool can be opened in Paragon or directly from a case by clicking on the Shipment ID.

In Paragon, when selecting the correct Atlas card, this will suggest the ILAC Tool as well.

Steps to Follow

1. The shipment ID is entered into the tool and then the delivery date needs to be submitted. Check the tracking information carrier's website to obtain the delivery date. Follow guidance in the SOP.
2. They will confirm if the shipment is eligible for reconciliation and will show information about the shipment dates. Then, look at the total value missing.
3. Updates appeared.

FBA associate will transfer regarding reimbursement process.

SOP: Transfer Guidelines for Inventory Lost Andon Cord (ILAC) Case

To be eligible for reimbursement, the shipment must meet the criteria below: • Eligibility: Shipment delivery eligible for reconciliation • Statute of limitation: Shipment delivered within the last 9 months. • Reimbursement amount: Less than $20.00 and more than $20.00

If the tool shows that it is ineligible for reconciliation: • Open the shipment summary section of the ILAC tool. • Navigate to the Reconcile tab. • If this section states that the shipment is ineligible for reconciliation resolve the case using: Blurb: ILAC_shipment_reconciliation_pending Reason Code: Fulfillment by Amazon (FBA) > FBA - WMS: Seller Created Error

UNFULFILLABLE INVENTORY

Why do you think an item can become unfulfillable on the way to the FC? The shipment could have been damaged by the carrier or the Selling Partner didn't prepare the boxes/units appropriately. The unfulfillable disposition for a unit damaged from the Selling Partner to the Fulfillment Center is Distributor Damaged.

Unfulfillable Inventory

Four Occasions When Unfulfillable Inventory Can Happen:

1. On the way to the Fulfillment Center (Center)
2. At the Fulfillment Center
3. On the way to the buyer
4. On the way from the buyer to the FC (return)

3 TYPES OF UNFULFILLABLE DISPOSITIONS CAN OCCUR • Warehouse Damaged - This means the item was damaged at the Fulfillment Center. In most cases, we will reimburse the SP for these units. • Expired - Items that are topical or consumable, whether for humans or animals, that do not have an expiration date or have an expiry or best-by-date coming soon. Items nearing expiry will be marked as expired, and the Selling Partner can request to have the units returned to them or disposed of via removal or disposal order. Amazon does not reimburse for expired units. • Defective - Unsold units due to product issues. Include units that do not match the product the Selling Partner has listed against are in correct condition or cannot be sold due to product restrictions. Commonly seen as a disposition for items returned by customers, it can also be applied to the Fulfillment Center's inventory as issues are found.

Unfulfillable Inventory on the Way to the Buyer

Why do you think an item can become unfulfillable on the way to the buyer?

The carrier damaged the shipment or box, or the FC didn't prepare the box or units appropriately.

Carrier Damaged: This happens when the item gets damaged by the carrier on the way to the buyer.

What would the buyer do if they open the item and realize it doesn't work the way they expected it?

The buyer will return the product and not be happy with the experience.

DEFECTIVE PRODUCTS • Customer returns a unit that doesn't work; Amazon receives it and classifies it as Defective. • MELTABLE FBA INVENTORY POLICY - prevents the selling of units that are sensitive to high temperature from April 15 - October 15 every year.

Customer Damaged • If the customer opens the product and then decides that they no longer need it, the customer has the option to return it. • The Selling Partner evaluates the product to determine if it can be resold under a new disposition.

When Amazon takes responsibility for the unfulfillable disposition, it means that Amazon will reimburse the SP.

Which dispositions does Amazon take responsibility for?

Distributor Damaged (partner carrier), Warehouse Damaged, Carrier Damaged, and Damaged.

When Amazon doesn't take responsibility for the unfulfillable disposition, it means the SP will have to submit a removal or disposal order unless it is determined to be hazardous, which could mean that it is destroyed upon arrival.

Which dispositions does Amazon not take responsibility for?

Distributor Damaged (non-partner carrier), Expired, Defective, and Customer Damaged.

SUMMARY Warehouse Damaged - The item was damaged at the Fulfillment Center. Carrier Damage - The item is damaged on the way to the buyer. Defective - The customer returns a unit because it doesn't work. Distributor Damaged - The item was damaged on the way to the Fulfillment Center.

Different Dispositions for Unfulfillable Inventory are: • Distributor Damaged • Warehouse Damaged • Carrier Damaged • Customer Damaged • Defective • Expired

SHIPMENT ISSUES

Where can the seller find the Shipping Queue? Manage FBA Shipments from the Inventory drop-down menu in Seller Central.

What are the tabs that the seller will find in the Shipment Summary page?

• Shipment events
• Carrier tracking
• Shipment contents
• Problems
• Reconcile
• Pallets

What is the difference between the ready to ship and shipped statuses? Ready to ship is a shipment that has been completed but not yet picked up by the carrier. Shipped means the shipment has been picked up by the carrier or dropped off at the carrier.

In order to enable the Dock apt tracking, the shipment must be marked as which status? Shipped

INVENTORY MANAGEMENT

Unfulfillable Unit - Items are designated as unfulfillable when they are damaged or otherwise unfit for sale or shipment.

• In the Seller Central, hover over the Inventory tab, select Manage FBA Inventory option

Defective - SP should request for the unit to be sent back and to be disposed of at the fulfillment center.

Introduction to Reserved Inventory Types and Reports

Reserve Inventory Types

Encumbered

Reserve Type: Reason: Encumbered inventory is inventory that has been reserved to fulfill orders. This happens when a customer places an order on Amazon.

Reserve Type: Report: On the SP's side, these units will show as customer orders in the reserved inventory report and reserved inventory breakdown.

Bound in FC

Reserve Type: Reason: Inventory may be bound in FC if there is a pending review on units, additional processing is required for units, or units are being pulled for transshipment or order processing. We may have noticed can be associated with transshipment, and we also have a classification for transshipment inventory. This is because our system requires the units to be bound at their physical location with transshipment generated at destination FCs. These units will only remain in bound status for a short period of time, which may allow for a duplicate quantity of reserved units, SPs need to be aware that when their products are being held from customer purchase, they will show as reserved inventory, with "bound in FC" as the type.

Reserve Type: Report: SPs will see this as FC processing in the reserved inventory report and reserved inventory breakdown.

Transshipment

Reserve Type: Reason: At times, fulfillment centers redistribute products to other fulfillment centers. This is done for various reasons like storage space, handling expertise, storage equipment, etc. This process of moving inventory from one FC to another is called transshipment.

Reserve Type: Report: SPs will see this as FC transfers. While inventory is in Reserved for this or any reason, the units are not counted towards the SP's storage fees.

SUMMARY

Reserve Inventory Types

Encumbered Reason: Order has been virtually placed or is being picked and packed Report: Customer Order

Bound in FC Reason: Items are being picked and packed or are tied to an investigation or FC process Report: FC Processing

Transshipment Reason: Items are being moved to another FC Report: FC Transfers

On the Inventory Amazon Fulfills and Manage Inventory pages, SPs can see and get more information about reserved inventory. When the SP clicks a number in the Reserved column, the SP can view more information. The one unit of inventory may be under review or additional processing is required. FC processing is what the SP sees, and the reserved type is Bound in FC. To locate the Reserve Inventory Report, go to the Reports menu and select Fulfillment. On the left-hand side of the screen under the Inventory header, click Reserved Inventory. This report is available as a download only. The download is a text file that the SP can use to research large numbers or reserved inventory.

CONCLUSION

Encumbered - Customer Order Bound in FC - FC Processing Transshipment - FC Transfer

To access the Reserved Inventory Report:

1. Go to Reports
2. Go to Fulfillment
3. Select Reserved Inventory under the Inventory header
4. Click Download

To access the Reserved Inventory Breakdown

1. Go to Manage Inventory or Inventory Amazon Fulfills
2. Locate the listing with Reserved Inventory
3. Click the number listed under Reserved
4. Review the breakdown of Reserved Inventory Statuses

What reserved inventory quantities may be duplicated in a SP's account? Transshipment and Bound in FC

INTRODUCTION TO STRANDED INVENTORY

The root cause of stranded inventory is an inactive listing.

1. Incomplete – A listing that is still being created or that could not be created properly due to an error with the information provided or the system.

2. Blocked – A listing that has been directly shut down by Amazon.

3. Suppressed – A listing that has been purposely disabled for purchase by Amazon because it is missing critical information or the information provided does not comply with Amazon guidelines.

4. Manually Yanked - This refers to the fact that the Amazon system pulled the listing from the site.

5. Listing Violations – Listings that purposely go against policies, like promoting other sites, hate speech, or violation of copyright—to name a few.

6. Price Alert – Refers to offers that have a price too high or too low to the expected average price for the item. To activate them, the Selling Partner must either adjust the price, or confirm that the price is correct by entering a price range in Seller Central.

7. Prohibited Products – Listings for products like firearms and weapons or products that are not allowed on Amazon at all.

8. Future Launches – Selling Partners are allowed to create listings for products that they don’t plan to sell just yet. When doing this, Selling Partners simply state in the appropriate section (in Edit) the Launch Date of a product. When an offer has a Launch Date that is still in the future, the listing shows as Inactive.

9. Restriction – Some items require special permission to be sold on Amazon such as category, brand or seasonal gating. Selling Partners that list these items without permissions will see the listing as Inactive.

These concepts lead to Stranded Inventory:

1. Expired product - This product is past the printed expiration date, and cannot be sold. As they cannot be sold to the customer, these units and their listings become stranded inventory.

2. Missing SKU - The product ID, such as the UPC or ASIN, changed, or because there is no listing in Manage Inventory for this SKU. The Selling Partner's inventory becomes stranded because the FBA and Manage Inventory SKUs or ASINs for this listing do not match.

3. Under hazmat review - The product is under Hazmat Review. The Selling Partner's inventory becomes stranded because the ASIN does not yet have verified dangerous goods information.

4. Unexpected inventory received - The product was unexpectedly received in a shipment. The FBA Listing is created to show the addition of this unit into the Selling Partner's inventory. The Selling Partner's inventory becomes stranded because there is no corresponding Manage Inventory listing for this product.

Fix Stranded Inventory Page

Fix Stranded Inventory Page To locate this page, navigate to:

Inventory Manage FBA Inventory Inventory Amazon Fulfills Fix stranded inventory

Stranded Inventory Troubleshooting Resources

Three (3) main resources:

1. Fix Stranded Inventory Page • This is a new feature available to Selling Partners to view and troubleshoot their stranded inventory in Seller Central. • It can be used by Selling Partners. • It can be used by SPS Associates. Only to read and provide guidance to Selling Partners

2. Paragon For Seller (P4S): Stranded Inventory

• This is the Selling Partner facing version of the Paragon Workflow built into Seller Central. It that enables them to search for troubleshooting steps by ASIN/FNSKU. If no resolution is available, a case will be automatically created to Selling Partner Support (SPS) for the specified ASIN/FNSKU. • It can be used by Selling Partners. • It cannot be used by SPS Associates. Only provide guidance to access it.

1. Paragon Workflow (PWF): FBA No Listing Error

• This is the automated workflow in Paragon that enables you to troubleshoot stranded inventory contacts. • It can be used by Selling Partners. • It can be used by SPS Associates.

By default, the Fix Stranded Inventory page shows the following basic information about the stranded inventory:

1. SKU and condition
2. Product Name and ASIN
3. FNSKU
4. Your Price
5. Available units
6. Fulfilled By

Stranded Reasons

• B2B Restricted This item can only be sold by approved B2B merchants. Action Selling Partners should create a removal order and delete the listing to remove it from Manage Inventory.

• Blocked Listing This ASIN is restricted and not available to sell due to intellectual property concerns, quality issues, or product safety. For specific details, check email or Performance Notifications. Action Selling Partners need to file an appeal or create removal order and delete the listing to remove it from Manage Inventory.

• Deleted Listing This listing has been deleted. Action Selling Partners need to create a new listing.

• Discontinued Listing This listing is no longer being sold on Amazon by any party. Action Selling Partners need to create a new listing with the same ASIN and SKU as your FBA inventory.

• Expired Product This product is past the printed expiration date, and cannot be sold. Action Selling Partners need to create a removal order.

• Food Safety Investigation This item has been suppressed due to an ongoing safety investigation. Action In order to relist this product, Selling Partners need to contact the manufacturer or brand owner for applicable product safety testing and compliance documents. Note: Submission of documentation does not guarantee reinstatement.

• Future Listing Sell Date The product is not available for sale because the Start selling date or Offer start date is set to a date in the future. Action Selling Partners need to edit listing to change the date.

• Inventory Error The inventory may be under review in a fulfillment center or you may need to refresh your listing. Action Selling Partners need to check Reserved Inventory Report to confirm.

• Inventory Under Review This inventory is under customer service review. Action No action is currently required. There may be additional information in the Case Log. If it is determined that this inventory cannot be relisted, Selling Partners are required to create a removal order.

• Item Discontinued This ASIN violates FBA policy, or has chronic damage or defect problems, and has been discontinued. Action Selling Partners need to create a removal order and delete the listing to remove it from Manage Inventory.

• Item Merged The ASIN or SKU for this listing has been merged with another ASIN. Action Selling Partners need to contact Seller Support for more information.

• Item Restricted This is a restricted item. Action Selling Partners need to create a removal order or contact Seller Support for more details.

• Listing Closed The end date for this listing has passed or the listing has been closed. Action Selling Partners need to click Relist then Save and finish.

• Listing Closed and Inventory Error The end date for this listing has passed, or the listing has been closed and an inventory error has occurred. Action Selling Partners need to click Relist then Save and finish. Note: The listing may show as Inactive (Out of stock) on the Manage Inventory page after relisting. This issue is generally corrected within 3 hours. If the issue persists for more than 24 hours Selling Partners can contact Seller Support.

• Listing Error Action Selling Partners need to contact Seller Support for help troubleshooting this issue or create a removal order.

• Merchant Fulfilled This inventory is not available for sale because the fulfillment channel is set to Merchant. Action Selling Partners need to click Change to FBA.

• Merchant fulfilled (DG info required) This inventory is not available for sale because the fulfillment channel is set to Merchant and the ASIN does not have required dangerous goods information. Action Selling Partners need to provide the required information, and click Change to FBA.

• Miscategorized ASIN This inventory is listed in the incorrect category. Products should be correctly matched to a category/sub-category (for example, mobile phone charger should not be classified as a mobile phone). Sellers may not miscategorize items to bypass Amazon category restriction processes. Action Selling Partners need to change a product’s category to make necessary changes.

• Missing Price There is no price for this listing. Action Selling Partners need to include a price in the Price column, or click Edit to update this listing.

• Missing SKU This inventory is stranded because the FBA and Manage Inventory SKUs or ASINs for this listing do not match. This may be because the product ID, such as the UPC or ASIN, changed, or because there is no listing in Manage Inventory for this SKU. Action Selling Partners need to click Relist then Save and finish or delete the listing and create new listing. Note: When creating a new listing, set a price, they need to select 'I want to ship this item myself to the customer if it sells', set quantity to "0," then click Save and finish. Once finished, click Change to FBA. It might take a few minutes between steps and up to 24 hours for the listing to be fully updated.

• Packaging Issue This listing is not certified for Frustration Free Packaging. Action Selling Partners need to create a removal order and delete the listing to remove it from Manage Inventory.

• Please Review for Quality Issues This listing has been paused. This may be due to a listing quality issue, such as a pricing error. Action Selling Partners need to review your listing and verify that all information is correct. To resume selling, they need to click Edit listing, update the listing, then click Save and finish.

• Potential Logo Misuse Amazon removed this listing due to potential misuse of trademarked images on the product detail page. Action Selling Partners need to click Edit to inspect your images and remove or replace the infringing images. If the ASINs were removed in error, they can contact Seller Support with supporting documentation, such as a letter of authorization or licensing agreement.

• Potential trademark misuse (self reinstate) This listing was removed due to potential misuse of trademarked terms on the product detail page. Action If this ASIN improperly uses a trademarked term, Selling Partners need to click Edit to update the product detail page to ensure that they are not engaging in the unauthorized use of any trademarks. Once their product is updated, click Save and finish, and it will be automatically reinstated within 24 hours. If no modifications are made, these ASINs will not be reinstated. If Selling Partners believe their ASINs were removed in error, they may contact Seller Support with supporting documentation, such as a letter of authorization or licensing agreement.

• Product Recall This item has been flagged as a recalled item. Action In order to relist this product, Selling Partners need to remove all inventory, and request a Letter of Compliance from the brand owner.

• Product Safety Investigation This item has been suppressed due to an ongoing safety investigation. Action In order to relist the product, Selling Partners need to contact the manufacturer or brand owner for applicable product safety testing and compliance documents. Note: The submission of documentation does not guarantee the product will be reinstated.

• Product Update Required
This listing requires a product update. Action Selling Partners need to click Edit and update any field except for Price or Quantity.

These are all actions for the Selling Partner to take as outlined in the Resolve stranded inventory issue Help page.

SPS Associates will only help Selling Partners to understand what actions to take based on the stranded reason

"RESOLVE STRANDED INVENTORY ISSUES"

Qualification required (brand)
Selling Partners must be approved to sell this brand. Action Selling Partners can request approval by clicking Edit and then Request approval (if available). If they receive approval, click Edit then Save and finish to activate the listing. Note: If the Request approval button is not available, or if Selling Partners are not approved to sell this item, they must create a removal order for the item, then go to the Manage Inventory page and delete the listing.

Qualification required (category)
Selling Partners must be approved to sell items in this category. Action Selling Partners can request approval by clicking Edit and then Request approval (if available). If they receive approval, click Edit then Save and finish to activate the listing. Note: If the Request approval button is not available, or if Selling Partners are not approved to sell this item, they must create a removal order for the item, then go to the Manage Inventory page and delete the listing.

Qualification required (item)
You must be approved to sell this item. Action Selling Partners can request approval by clicking Edit and then Request approval (if available). If you receive approval, click Edit then Save and finish to activate the listing. Note: If the Request approval button is not available, or if Selling Partners are not approved to sell this item, they must create a removal order for the item, then go to the Manage Inventory page and delete the listing.

Restricted ASIN
This restricted ASIN is not available for sale. This may be due to intellectual property infringement, product quality issues, or safety concerns. For details about this ASIN, Selling Partners can check their email or your Performance Notifications on Seller Central. Action Selling Partners may file an appeal or create a removal order for this inventory. Note: Selling Partners may file an appeal or create a removal order for this inventory. Once the appeal is approved, they must relist the ASIN to activate your offer. If Selling Partners decide to process a removal order, they will need to delete the listing from the Manage Inventory page.

Restricted Product ASIN
This ASIN has been identified as a restricted product. Action If Selling Partners believe that the product should be permitted for sale on Amazon, they should contact Seller Support and include documentation demonstrating that their account has not violated Amazon's Restricted Products policies.

Restricted program
Item cannot be sold due to a program-level restriction. Action Selling Partners need to create a removal order for this item.

Trademark misuse
This listing was removed because Selling Partners may have used trademarks or patents that they do not have the right to use. Action Selling Partners need to create a removal order or their inventory will be changed to unsellable and disposed of after 30 days. Note: If Selling Partners believe their ASINs were removed in error, they may contact Seller Support with supporting documentation, such as a letter of authorization or licensing agreement.

Under hazmat review
This inventory is under Hazmat Review. Action Selling Partners can click Help, search for “dangerous goods,” and enter the ASIN to look up the status of this listing.

Unexpected inventory received Amazon received unexpected inventory in the Selling Partner's shipment. Action To make it available for sale, Selling Partners need to create a new listing.

Item discontinued: This ASIN violates FBA policy, or has chronic damage or defect problems, and has been discontinued.

Merchant fulfilled (DG info required): Your inventory is not available for sale because the fulfillment channel is set to Merchant and the ASIN does not have required dangerous goods information.

Restricted program: Item cannot be sold due to a program-level restriction.

Food safety investigation: This item has been suppressed due to an ongoing safety investigation.

Discontinued listing: Create a new listing with the same ASIN and SKU as your FBA inventory.

Merchant fulfilled: To activate the listing, click Change to FBA.

Potential logo misuse: Click Edit to inspect images and remove or replace the infringing images.

Product recall: In order to relist this product, remove all inventory, and request a Letter of Compliance from the brand owner.

Selling Partners can use the keywords, 'Stranded Inventory' or 'No Listing Error' to search for the P4S Stranded Inventory workflow.

Guide Selling Partners to locate and use the P4S Stranded Inventory workflow to troubleshoot stranded inventory issues

Seller Central Search Selling Partners can use the keywords, 'Stranded Inventory' or 'No Listing Error' to search for the P4S Stranded Inventory workflow.

Athena The Athena pop-out window displays the P4S: Stranded Inventory workflow as the first search result.

Product Identifier Enter the stranded ASIN or FNSKU, and click on Check for Issues.

Listing Status The P4S workflow checks if the listing associated with the ASIN or FNSKU is active.

Diagnosis The root cause of the stranded inventory is displayed with actions to take.

Identify cases that were created through the P4S Stranded Inventory workflow. All cases created by Selling Partners through P4S workflow will contain the subject line: Stranded inventory or FBA No Listing Error.

Tools that are embedded in paragon workflows while resolving stranded inventory issues: • Use the CSI: Simple Reconciled Product Data View tool to determine if an ASIN is active on Amazon. https://csi.amazon.com/view • Use the Tico tool to view additional information about an inactive listing. https://csi.amazon.com/tico/v3/ • Use CSI: Show Gating Decisions tool to verify is a Selling Partner is approved to sell an ASIN in a given condition. https://csi.amazon.com/view • Use the ASIN Remap tool to remap an ASIN. https://fba-fnsku-commingling-console-na.aka.amazon.com/tool/asin-remap-tool

The Standard Troubleshooting process is: Is the listing active? Is the listing accurate? Is the product restricted or reserved? Is the Start selling date accurate? Is the product a variation of another ASIN? Are the account settings current?

Item discontinued: This ASIN violates FBA policy, or has chronic damage or defect problems, and is no longer being sold.

Item merged: The ASIN or SKU for this listing has been combined with another ASIN. Contact Seller Support for more information.

Blocked listing: This ASIN is restricted and not available to sell due to intellectual property concerns, quality issues, or product safety.

Future listing sell date: This product is not available for sale because the Start selling date or Offer start date is upcoming

Qualification required (item): Selling Partners must be approved to sell this item.

The CSI: Simple Reconciled Data View tool is used to troubleshoot Item discontinued and Item merged stranded reasons

The Tico tool is used to troubleshoot blocked listing and future listing sell date stranded reasons.

The CSI: Show Gating Decisions tool is used to troubleshoot Qualification required for category and brand stranded reasons.

The ASIN Remap tool is used to troubleshoot Item merged stranded reason. The ASIN Remap can be performed if ASINs are in an Active, Discoverable or Tombstoned status.

The CSI: Simple Reconciled Data View and Tico tools are used to check if a listing is active.

Check 1: Seller Central Check if ASINs are the same on Manage Inventory and Inventory Amazon Fulfill pages

Check 2: Merge History Verify if an ASIN merge or unmerge was performed through the CSI: Merge History by Retained ASIN tool

Check 3: Inventory Type Determine if listing is stickered or sticker less

CSI: Simple Reconciled Product Data View This tool is used to check if a listing is displayed on the Offer Listing Page.

CSI: Show Gating Decisions This tool is used to check if an ASIN is gated.

Tico This tool is used to check if an ASIN is active.

ASIN Remap This tool is used to correct a stranded inventory issue when the ASINs on Manage Inventory page and Inventory Amazon Fulfills page do not match.

Use the PWF: FBA No Listing Error to troubleshoot seller issues regarding stranded inventory

Qualification required (Category): Use the CSI: Show Gating Decisions tool to verify the gating type. Under hazmat review: Use PanDash tool or check the status of this review. Product safety documents required: Use the Tico tool to understand what documents are required.

Inventory error: Use the Denali Refresh tool to refresh this listing Inventory under review: Use the Tico tool to understand why this product may have been blacklisted. Item merged: Use the ASIN Remap tool to correct the ASIN on the Manage Inventory page.

Qualification required (Category) • Use the CSI: Show Gating Decisions tool to verify the gating type. • The Selling Partner will need to provide documentation to receive approval to sell this product and resolve their stranded inventory.

Under hazmat review • Use PanDash tool or check the status of this review. • We learned about the PanDash tool and Hazmat inventory in the Inventory Basics Learning Path. • The Selling Partner will need to provide documentation to receive approval to sell this product and resolve their stranded inventory.

Product safety documents required • Use the Tico tool to understand what documents are required. • This listing has been Manually Yanked by the Product Safety team due to either a product recall or other safety investigations. • SPS Associates can also use the CSI: Simple Reconciled Data View tool to view this information. • Selling Partners can appeal and find more information about this through their Performance Notifications for the listing.

Inventory error • Use the Denali Refresh tool to refresh this listing • We have learned about this tool in the Reserved Inventory course of the Inventory Management Learning Path. • The Selling Partner can also refresh the listing by clicking on Edit and then, Save and Finish.

Inventory under review • Use the Tico tool to understand why this product may have been blacklisted. • As specified in Tico, usually an item is blacklisted for a review such as: ○ Infringement Issues ○ Incorrect items in the Fulfillment Centers ○ Request for review by brand owner of the listing ○ Product recalls ○ Seller Performance • Inform the Selling Partner of this investigation.

The Selling Partner will need to provide documentation to receive approval to sell this product and resolve their stranded inventory. Review the Categories and products requiring approval Help page.

SPS Associates can use the PanDash tool to learn more about the progress of the hazmat review process to inform the Selling Partner. Review the Seller Central section on Manage dangerous goods classification.

The Selling Partner can refresh the listing by clicking on Edit and then, Save and Finish. SPS Associates can also use the Alaska Refresh tool to refresh the listing internally.

SPS Associates can use the CSI: Show Gating Decisions tool to learn more about the nature and progress of the review to inform the Selling Partner. Review the Categories and products requiring approval Help page.

DISCUSSION

IPI - Inventory Performance Index • Maintain a balanced inventory level between sold and on-hand inventory and avoid excess and aged inventory. • Avoid long-term storage fees. • Fix listing problems. • Keep your most popular products in stock at the right levels, when possible, to meet customer demand and maximize customer satisfaction

A SELLER'S INVENTORY COULD BE HELD IN A RESERVED STATUS FOR DIFFERENT REASONS:

Customer Orders - Every time there is an FBA order the unit is placed in reserved status.

Reviews - If we need to investigate the product at the FC or if the item is sidelined for a Cubiscan the unit will be in reserved status. • We cannot expedite the process of the review. Kindly wait for it.

In Transit to another FC - If the unit is transshipped to another FC the unit will be in reserved status. • Transfers may take up to 22 to 25 days to complete. In some cases, transfers may take longer and investigation may be required like delays due to COVID-19 restrictions or weather restrictions.

Ticket creation - whenever there is an error prompted, transfer the contact to Captive.

They are currently don't have an access though it's system generated. (Whenever they want to cancel those fulfill orders or in reserved inventory since it is managed by Amazon)

Expired Products Inventory

FBA > FBA Inventory > Expired Products Inventory

Once the PWD launched, the first step is to select if the seller ID is 99 or not. For this case, we will select NO... continue.

Do not use the term "bin-check". REPHRASE: "I have engaged this case with the relevant team or FC team."

FOS Filtered Inventory - are those fulfill orders that might be oversized weight and will be moved to this status aside from "Reserved Inventory".

Calculating Product Size Tier and Fees

Weights and Dimensions are calculated for fees.

3 Help Pages to calculate and to understand regarding FEES

1. FBA Fulfillment Fees https://sellercentral.amazon.com/help/hub/reference/external/GPDC3KPYAGDTVDJP?locale=en-US
2. Product size tier https://sellercentral.amazon.com/help/hub/reference/external/GG5KW835AHDJCH8W?locale=en-US

Product size tier is referred from below aided with Help page. • Package Dimension Longest side x Median size x Shortest size •Unit weight

1. Shipping Weight https://sellercentral.amazon.com/help/hub/reference/external/GEVWP48HPBLEFJEY?locale=en-US

DISCUSSION

KINDS OF FEES

Unplanned Service Fees Monthly Service Fees Long Term Service Fees Fulfillment Fees Removal Fees Return Processing Fees (plus Shipping Fees)

Dimensional weight is calculated using your item package’s dimensions. To calculate dimensional weight, multiply the package’s overall length, width, and height, then divide by 139.

The dimensional weight is equal to the unit volume (length x width x height) divided by 139.

Dimensional Weight = (LU x WU x HU)/139

Girth = (MU-LU)2

Length + Girth

PWF - FBA Weight & Dimension •Replicate the seller's issue •Troubleshoot weight and dimension issue

FBA Weight & Dimension ○Change Item Weight and or Dimension - incorrect ○Reimburse LTSF ○Reimburse OF ○Reimburse STSF

FBA Buyer Orders

SP - SPS Associate - Amazon (FC, CS)

FBA Order Issues Handled

Order Placed - Prep Order - Ship Order - Customer Service - Order Complete

Order Preparation • Order is damaged due to order is incomplete • Incorrect products sent from the FC

In these situations, Amazon will handle any replacements, refunds, or reimbursements.

Order Shipment • Lost orders • Late deliveries • Orders damaged in transit

In these cases, Amazon will verify that the reported issue is confirmed by the shipping company and proceed according to the FBA customer return policy and FBA lost and damaged inventory reimbursement policy.

Customer Service

SPs will often receive contacts from FBA buyers and reach out to SPS for guidance. We should remind the SP that they should always direct buyers to CS to handle any FBA order issues.

Inventory Management - Pre-Order

• Orders that arrive damaged due to insufficient packaging. • Orders that arrive with missing parts or the incorrect items (due to incorrect listings)

Inventory Management - Post-Order

• Orders that have been refunded to the buyer but have not been returned • Orders that appear to have fraudulent refund requests

SPS Associates assist in handling FBA order issues

Order Place • Cancel an order via PWF but only when it has not yet entered the fulfillment process • Educate the SP

Order Preparation • Research or escalate a pending order • Educate the SP

Order Shipment • Research or escalate order shipping issues • Educate the SP

Customer Service • Associate can only educate the SP • All buyer-facing interactions for an FBA order • Replacement, refunds, and returns for FBA orders

Post Order • Research or escalate Order-related issues • Educate the SP

DISCUSSION

FBA Fulfilment Fee The FBA fulfillment fee is a per-unit fee charged to fulfill items to customers for purchases in the Amazon store. The fee varies depending on an item’s category, size and weight. It’s sometimes referred to as the “pick and pack” fee.

Tools

Revenue Calculator Manage Your Inventory – Estimated Fees per Unit Sold Fee Preview report

Scenario: What is 'Stranded Inventory' and how do I make my inventory live?

Selling Partners may find that they have stranded inventory in a Fulfillment Centers because those units do not have an associated active offer and are not available for sale on Amazon.

When inventory is stranded, it requires either reactivating the listing or removing inventory.

Stranded Inventory was previously identified by the error message and known as 'No Listing Error (NLE)'.

You may still see this phrase used for resources and tools created earlier such a Fix a "No Listing Error" Help page or FBA No Listing Error Paragon Workflow.

However, remember that it is old terminology and all resources will eventually be updated to reflect as Stranded Inventory when referring to these types of listings for FBA Selling Partners.

PHONE SKILLS

Positive words to use during a difficult interaction. -Certainly. -Completely. -Exactly. -Great. -Interesting.

Positive phrases to use during a difficult interaction. -I understand that you’re frustrated because [insert specific situation], and I'm going to do everything I can to help. -Let me help find a solution. -That is exactly right. -I have great news for you. -I will quickly run through this with you.

Applying Positive Positioning When delivering a negative message to the Selling Partner, consider using the words indicated above. Your goal is to provide an expectation of good service, which can be achieved by acknowledging the issue the Selling Partner is facing, and identifying the root cause of why they contacted you. Keep the following best practices in mind, when handling a contact, where you need to apply positive positioning: -Deliver information in a pleasant, confident manner, without judgement. -Eliminate all negative tones, language, and innuendo from the interactions. -Maximize positive language, while reducing the use of negative language. -Provide the Selling Partner with options, when possible. -Ensure that the Selling Partner feels well-informed, validated, and satisfied with the next steps at the end of the conversation.

Ex:

Hello from Amazon Selling Partner Support,

Thank you for reaching out to us about your concern related to the initiated verification process. My name is Sandra, and I will be happy to help you.

I understand that you already completed a verification process, and would like to know why you need to be verified again. After investigating your case I found that this verification process was initiated after a change in the contact person in the business information. This automatically happens to protect your business, and to prevent unauthorized access to your account.

In order to remove the message from your account, I recommend that you upload the required documents that prove the person entered as the new contact person is correct, to complete the verification process. Once the documents have been validated by our specifically dedicated verification team, the message will be removed. Your listings will remain available during this verification process.

More useful information about the verification process can be found on the following help page: Required Information to sell on Amazon: https://sellercentral.amazon.de/help/hub/reference/external/G201200780

POSITIVE POSITIONING

I don't understand what you are saying. -Just to clarify, you would like to...

I understand, but we cannot do that. -I understand your request. What we can do for you is...

DISCUSSION

STRANDED INVENTORY

Action needed to bring inventory out of stranded status. The possible actions are:

Relist: For products that have been listed previously but do not have an active offer, click Add a Product in the Inventory drop-down menu to create an offer. If a message states that the product is already listed but needs to be edited, Selling Partners can click the provided link to update the listing.

Create a new listing: If FBA inventory of a product that has never been listed, Selling Partners can create a listing for their SKU by clicking Add a Product in the Inventory drop-down menu.

Change to Fulfilled by Amazon: If Selling Partners have an offer, but it is for a product that they fulfill themselves, none of the FBA inventory for that product will be available for sale. On the Manage Inventory page, they can select the product and click Change to Fulfilled by Amazon in the Action drop-down menu to enable FBA to pick, pack, and ship those products.

Create removal order: For products Selling Partners no longer want to sell, they can go to the Manage FBA Inventory page, select the product, and choose Create Removal Order from the drop-down menu on top. Removal within 30 days. After 30 days, Amazon will dispose the listing.

Stranded Inventory Removals

Removal Orders It can remove their inventory from a fulfillment center by submitting a removal order.

Why remove Stranded Inventory?

Amazon will notify Selling Partners when they have stranded inventory as seen above in the date-stranded column.

If Selling Partners do not or cannot create a listing for their stranded inventory, or order its removal within 30 days of this notice, it will be designated unsellable.

Selling Partners are required to remove unsellable units, as described in the Required removals policy.

The following stranded reasons are not subject to required removals at this time:

a. Future listing sell date b. Under hazmat review

Delaying automatic removal

If Selling Partners require more time to fix stranded inventory for select listings, they may select 'Delay removal 30 days' on Fix stranded inventory for each listing to provide an additional 30 days before automatic removal.

The Bulk Fix Stranded Inventory report allows Selling Partners to generate a stranded inventory file, update listing information and then relist their products in bulk using the Add Products via Upload tool.

1. Selling Partners can Request and download Bulk Fix Stranded Inventory report on this page.
2. They need to open the report in a spreadsheet program and update the price and condition of their products.
3. Selling Partners will then Upload their updated inventory file in the Add Products via Upload page.

Classify the stranded inventory reasons into common or FBA-specific issue types.

Manually Yanked and Suppressed listing are common listing issues while Expired products and those that are unexpectedly received are FBA-specific reasons that cause stranded inventory.

The Bulk Stranded Inventory Report allows Selling Partners to generate a stranded inventory file, update listing information and then relist their products in bulk. The Stranded Inventory Report shows a breakdown of units in the inventory that are in stranded status. The Fix Stranded Inventory Page shows all the stranded inventory in Seller Central with reasons.

A ‘no listing’ error means that the Selling Partner's listing cannot be viewed on Amazon. ’No listing’ errors are often the result of incorrect feeds.

However if the feed is correct and the inventory is stranded, the standard troubleshooting questions to consider when Selling Partners receive a ‘no listing’ error are listed below with standard troubleshooting steps:

The listing may be inactive or the Selling Partner may need to create a new listing.

1. On the Manage Inventory page, type the product MSKU in the Search box, and click Search.
2. If the status is Inactive, review the note in parentheses to determine next steps. For example: 2.1 For Inactive (Blocked) items, review any communication Selling Partners may have received for next steps. 2.2 For Inactive (Out of Stock) items, recommend that Selling Partner replenish their inventory. 2.3 For Inactive (Closed) items, click Relist.
3. If Selling Partners can't find the listing, they can click the Add a product button at the top right corner of the page and create a new listing. 3.1 If the Selling Partner has a Professional selling plan, and prefer to work with their product listings offline, they will use the Add Products via Upload feature.
4. If the status is Active, continue to the section entitled 2. Is your listing accurate.

If the listing is not accurate, it may not be associated with the product that Selling Partners have sent to the fulfillment center.

1. Are the Merchant SKU and ASIN/ISBN the same as the product causing the error? 1.1 If the Merchant SKU, ASIN, or ISBN don't match, click the Add a product button and create a new listing with the same merchant SKU as the product causing the error.
2. Is a price listed for the product (Price + Shipping)? 2.1 If the price is missing, click Edit in the far right column of the inventory listing that you want to modify. In the Your Price field, type the price, and then click Save and finish.
3. Is the condition the same as the product causing the error? 3.1 If the condition is different, click Add another condition in the far right column of the inventory listing that you want to modify. Edit the condition, and then click Save and finish.
4. Is the Fulfilled by column set to Amazon for that product? 4.1 If it is set to Merchant, select the listing for that product and, on the Action on selected menu, click Change to Fulfilled by Amazon.

Amazon regularly reviews and occasionally removes product listings as a result of product restrictions, selling restrictions, or finding duplicate detail pages, and then sends an email regarding these changes.

1. Request Selling Partners to check their email and notifications to see if they have received any communications from Amazon regarding this product. 1.1 If they have received communication regarding this product, they will need to follow the instructions received.
2. If they have not received any communication, continue to the section entitled 4. Is the Start selling date accurate.

If Selling Partners set a Start selling date that is in the future, Amazon will not make those products available for sale until that date.

1. On the Manage Inventory page, click Edit in the far right column of the inventory listing that you want to modify. Locate the Start selling date field. 1.1 If the Start selling date field is in the future, delete the date and click Save and finish.
2. If the Start selling date field is blank or if the date occurs in the past, continue to the section entitled 5. Is your product a variation of another ASIN.

You can create variations on a parent ASIN.

For example: A T-shirt may be available in different sizes and colors. The T-shirt is the parent ASIN, and the listings for different sizes and colors are the product variations, also called child ASINs. • If the parent-child ASIN relationship is incorrect, it may cause a "no listing" error.

1. In All Inventory view, click the ASIN/ISBN for the product.
2. If there are color and/or size options, your listing is a variation of another ASIN. Select the color and/or size of the product that you are offering. Scroll down the page and select and copy (Ctrl+C) the ASIN for this listing.
3. In All Inventory view, paste the ASIN that you copied into the Search box and click Search.
4. On the left side of the page, click All Inventory. In the Status column, look for Variation Parent.
5. If Variation Parent does not appear in the Status column, click the Add a product button, paste the ASIN that you copied into the Find it on Amazon search box and click Search. Click Sell yours to create a new listing with the correct parent-child relationship. • If there are no color and/or size options, and if Variation Parent appears in the Status column, continue to the section entitled 6. Are your account settings current.

If every item in the Selling Partner's inventory is displaying a "no listing" error, there may be an issue with their account. • Check the Selling Partner's account settings and make sure that:

1. Valid tax information is updated.
2. Selling privileges have not been suspended or removed.

By conducting the standard troubleshooting in this order, we can ensure that all the common listing issues are progressively identified and resolved accordingly. IS THE LISTING ACTIVE? IS THE LISTING ACCURATE? IS THE PRODUCT RESTRICTED OR RESERVED? IS THE START SELLING DATE ACCURATE? IS THE PRODUCT A VARIATION OF ANOTHER ASIN? ARE THE ACCOUNT SETTINGS CURRENT?

When every item in a Selling Partner's inventory is stranded, their selling privileges may be suspended or removed.

Interpret stranded inventory resources to research stranded inventory contacts. Use to Fix Stranded Inventory Page to view all the stranded inventory, reasons and action to take for an account on Seller Central. Navigate to: Inventory > Manage FBA Inventory > Inventory Amazon Fulfills > Fix stranded inventory

The Stranded Inventory Report shows a breakdown of units in the inventory that are in stranded status. Navigate to: Reports > Fulfillment/Fulfillment By Amazon > Inventory section > Fix Stranded Inventory report

The Bulk Stranded Inventory Report allows Selling Partners to generate a stranded inventory file, update listing information and then relist their products in bulk.

Navigate to: Reports > Fulfillment/Fulfillment By Amazon > Inventory section > Bulk Fix Stranded Inventory report

Utilize standard troubleshooting to resolve stranded inventory.

1. Is the listing active? For Inactive (Blocked) items, review any communication Selling Partners may have received for next steps. For Inactive (Out of Stock) items, recommend that Selling Partner replenish their inventory. For Inactive (Closed) items, click Relist.

2. Is the listing accurate? Merchant SKU and ASIN/ISBN are the same for the product. Price is updated. Correct condition is updated. Fulfilled By Amazon.

3. Is the product restricted or reserved? If Selling Partners have received communication regarding this product, they will need to follow the instructions received.

4. Is the Start selling date accurate? If the Start selling date field is in the future, delete the date and click Save and finish.

5. Is the product a variation of another ASIN? Take steps to verify and correct the parent-child ASIN relationship.

6. Are the account settings current? If every item in the Selling Partner's inventory is displaying a "no listing" error, there may be an issue with their account. Valid tax information is updated. Selling privileges have not been suspended or removed.

SELLER CENTRAL

INVENTORY -Seller Central -Inventory -FBA Inventory -Select at Inventory column -Input FnSku at Search Engine -Whenever you clicked the hyperlinked reason like Stranded, you'll be able to know the reason or details regarding it. -Beside its Reason is the Action that would require to be done.

REPORT -Seller Central -Report -Amazon Fulfillment Reports -At this page, locate at Inventory Column. NOTE: Do not click Tabs, however instruct the SP to follow the steps or to route him/her with the end.

PWF for Stranded Inventory

Launch this PWF:

FBA & MCF Manage FBA Listings No Listing Error

Use these Tools: Tico, CSI, Denali.

Inform the seller on whatever the resolution provided by the PWF however checked at the SC to confirm if there is still an error and provide resolution and assistance. Click the hyperlinked Reason of the Issue to see the ways on resolving it. State whatever showing in your end. Input the help pages related to the issue. Send the email (Instruction and Resolution).

REPORT to check at Seller Central

1. Stranded Inventory
2. Fix Stranded Inventory Page
3. Bulk Fix Stranded Inventory Report

Stranded Reason: Qualification required (pesticides and pesticide device) -Request approval to sell in this category

Primary and Secondary Statuses of a Listing -Stranded Inventory Report

Unfulfillable Item is defined as damaged, defective, unfit for sale, and unfit for shipment.

Units when they are unfulfillable.

1. Units cannot be sold
2. Units will be disposed if not removed within 14 days however it will be 30 days in SP's knowledge

2 steps should a SP take to check if the listing is accurate when conducting standard troubleshooting for stranded inventory -Check if the listing is Fulfilled By Amazon -Check if the SKU, ASIN, and ISBN match the product

Stranded Inventory Resources contain the primary and secondary statuses of a listing -Stranded Inventory Report

Units in FC Transfer status are available for customer to buy.

Pending Order - Normal process will take 20 days to complete the submission of the requirements however if it exceeds Amazon will automatically close it. We can process ORDER PAYMENT but PAYMENT FEES will be transfer to FBA Payments Team / FFT.

ATLAS CARD: FBA Return and Refund Pre/Post Customer Order Attach Reimbursement ID SC > Reports > Payments NOTE: Deduction on the Amazon Fees such as FBA Pick and Pack Fee and Referral Fee on Item Price

The seller wants to know how to handle a contact from the buyer using BUYER CONTACTING SELLER.

Unable to cancel FBA order because Amazon aims to provide an excellent buying experience for all of its customers. That experience has some key differences between products fulfilled by Amazon and merchant-fulfilled products.

Reason Category is always FULFILLMENT BY AMAZON. Reason Code is based on Seller Task of PWF.

Whenever in call, ensure to send an email. Ensure to utilize SOPs. Disconnected - Resolved SP's said has an issue with account. - PMA

Multichannel Fulfillment Orders MCF

The Selling Partner must maintain the relationship with the customer, managing all refund authorizations, exchanges, and customer service for MCF returns. This means that the kinds of contacts we receive and our responses reflect those differences. Let’s discover this by clicking on each of the tabs below.

ORDER MANAGEMENT

Selling Partners can use the tools in their seller account to • Create MCF shipments to Amazon. • Submit orders for Amazon to fill. • Offer customers one- and two-day delivery options.

FULFILLMENT

With MCF, Amazon stores a Selling Partner’s inventory in our fulfillment centers.

When items sell on the Selling Partner's own site, or on another e-commerce site, Amazon picks, packs, and ships them to customers.

Like with FBA orders, Selling Partners are eligible for reimbursement on MCF orders if the order is determined to have been lost or damaged.

CUSTOMER SERVICE

The Selling Partner is responsible for providing customer service for Multi-Channel Fulfillment (MCF) orders.

This includes handling order-status inquiries, customer returns, and reimbursements.

CUSTOMER RETURNS/REFUNDS

Selling Partners can choose to have returns sent back to them or back to Amazon fulfillment centers and returned to their inventory.

PWF: Multichannel Orders

MCF SC > Multi-Channel Fulfillment order details > Shipping event details > Click all the tools > Follow the workflow

How to check the returned item at Seller Account? -Report Central -Customer Returns

"As a SP, we cannot provide the selection of buyer return reason. It is not our control with this regards."

INVENTORY REMOVALS AND REIMBURSEMENTS

PWF FBA FBA Inventory Removal/Disposal Orders -ASI

Removal Order fees are based on product size tier and are charged per item removed.

Removal orders may take 90 days or more to process and leave the fulfillment center. Allow an additional two weeks for the carrier to deliver, after the shipment has left the fulfillment center. If there are problems with delivery, the carrier will attempt to contact you to resolve the problem. This process cannot be expedited.

FBA REMOVAL AND DISPOSAL ORDER FEE CHANGES (Help page)

1. Received Incorrect Item Received incorrect item: the seller received a different item than what is in the RO. In this example, the seller received what was on the left, they were expecting what is on the right.

2. Component is Missing from RO Component is missing from RO: a part of the unit is missing. In this example, the seller received what was on the left, should have looked like what is on the right.

3. Missing Item Missing Item: the seller’s RO had 4 shirts returned, they only received 3.

4. Damaged Item Damaged Item: the seller’s item is damaged. In this example, on the left, the screen shows damage; on the right, the red box is around a tear in the packaging.

2 TYPES OF REMOVAL ORDER ID

RETURN Send back to the house of the buyer.

DISPOSAL Send back to the fulfillment center.

Seller Central > Removal order ID Seller Central > Report

Per Amazon's Reimbursement Policy, all claims for lost or damaged inventory must be submitted within 18 months of the date of loss or damage.

Received incorrect item - completely different unit received than is in RO Missing item - the number of units returned is incorrect Damaged - the returned items have been impaired Missing component - part of the unit is gone and makes the unit unsellable

Removal Order fees are based on Product size tiers.

Inbound and Reserved statuses cannot be attached to a removal order.

There are 4 ways to create removal order; In the Manage Inventory page, from a Recommended Removal Report, by setting up automatic removals and via bulk upload.

SP can set up Automatic Removals in the Settings menu.

In order to escalate an issue related to the Subscribe & Save program, you will need to search and run the appropriate FBA Paragon Workflow for the Subscribe & Save program.

For issues in which SPs are charged excess fees for ASINs that are part of Small and Light Program, you will have to respond with the fba_small_and_light_overpriced_fees.

The Small and Light program is a fulfillment solution for small and light-weighted FBA inventory products priced under a certain threshold and that per-unit fulfillment fees are generally lower than comparable standard FBA fulfillment fees.

Negative feedback, inventory levels insufficient to meet demand and non-compliant products with Amazon's general pricing rule are related to performance issues related to the Subscribe & Save program.

• Make sure to identify the primary usage of the product. • Look for similar products under the section “Customers who viewed this item also viewed” in the bottom half of the product detail page and look for where, when, and how is the product used. • Pull an Andon Cord (if the option is available through the PWF) or reach out to your supervisor for guidance on identifying the correct keywords and fee category.

Paragon Workflow for Incorrect Referral Fees

SOP Resources Find Keywords on the Product Detail Page BadCat Fee Category Override Tool FAQ Product Keywords Image Reference Guide

Consumer Electronics versus Electronic Accessories:

Standalone devices that are not dependent on other devices for operation are base devices, and have to be mapped under the Consumer Electronics fee category. Devices that aid the functioning of other devices are categorized under the Electronic Accessories fee category.

For example, if an ASIN is a computer or tablet, it is considered a base device since it can function without external aid. But if an ASIN is a bag or sleeve to carry a tablet or laptop, it should be considered an accessory and not a base device because this product is accompanied by an electronic base device and cannot be used by itself.

Fig. 4 specifies a cell phone that is a standalone product that works on its own, so it is considered as a base device and mapped to the Consumer Electronics fee category. Keywords: unlocked cell phones

Fig. 5 specifies an accessory to a device and mapped to the Electronics Accessories fee category. Keywords: tablet sleeve bag or tablet case

Fig. 6 is a smart watch since it is compatible with iOS and Android phones. Select the Electronics Accessories fee category. Keywords: smart watch

Fig. 7 is a normal watch without any smart features and is not compatible with mobile phones. Select the Watches fee category. Keyword: Watch

Fig. 8 is a digital, but non-smart watch because it cannot be synced to any phone. Select the Watches fee category.

Fig. 9 Remember that if you can't find the keywords or your findings are ambiguous, you can do any of the following:

Understand the usage of the product; where is it used; what is the item about; what's the product audience (adult, children, teenagers), etc. Look for similar products right under the "Customers who viewed this item also viewed" section on the bottom half of the detail page. We can determine that this is a led light with smart features based on our research, therefore we will select the smart light fixtures on the Tools and Home Improvement fee category. We understand this product is compatible with many other devices, however keep in mind that its usage does not rely or depend on any of those other products.

Fig. 10 The product is intended to help pet owners track their pets location through a GPS mechanism. It is meant to be used directly on pets.

Keywords here are: pet location, activity trackers. And we can use similar words to find our fee category in the "Fee Category Definitions" file.

Based on this, we can conclude that this product is part of the Pet Products fee category.

Fig. 11 Electronics items with different purposes and bundles

The correct fee category for the example should be Electronic Accessories. [Keyword: camera and camcorder lens bundles]

Fig. 12 The product shown on the left is a mobile charger, most specifically a mobile charger for iPhone.

Whenever we find ourselves doubting the category of a product, we must identify if the electronic item is able to work on its own or if it depends of another electronic item to work as expected?

A mobile charger will not do anything on its own, it will first need to be plugged to an outlet and then connected to an iPhone in order to work.

So ask yourself the following: Does this product rely on other products to function as intended? Or can it function on its own?

Therefore, this product should be marked as "Electronic Accessory" fee category.

Buy Box/Featured Offer

If the Buy Box option is not appearing at PDP • Not eligible to featured offer atm • Still has Buy Option

Report an Out of SLA ChargeNow Error You can replicate the issue on the Seller Central, if the Selling Partner did not provide a screenshot of the error message. Simply try adding a product to the inventory, and this error message should appear.

PWF: Update Account Banking/Credit Card Information

Information to validate the information: 1. The Selling Partner has a valid credit card on file and does not use a prepaid card 2. The credit card has sufficient balance to pay any applicable fees or payment verification charges. 3. The Selling Partner waited for more than 24 hours after updating the credit card. 4. The Selling Partner does not have any negative balance on any Store linked to their account.

Once you confirmed the steps above, you can submit a ticket requesting further investigation from a ticket resolver team.

Reason Code Account Access, Policies & Settings > Account Settings

In any case you receive a contact wherein the seller is no longer using his old phone number and wants to user a new one to receive the OTP, you can refer to the process steps below: Inform the Seller that they can update their telephone number in Advanced Security Settings by going to Settings > Login Settings and clicking Edit for Advanced Security Settings. From the Advanced Security Settings page, they can then remove the old phone number and add the new one.