March 3, 2023

STANDARD CASE HANDLING PROCESS

1. Accept Case in Paragon.

2. Determine Case Type. a. New Case- contains 1 or 2 messages from the seller and has not been handled by Seller Support. b. Reopened Case- contains previous correspondence
   from Seller Support and will have the "Reopened Status" c. Aged Case- contains several exchanges between the seller and Seller Support.

3. Identify Selling Partner's Intent.

• review case communication to identify the gap between selling partner's expectation and what is actually happening.

1. Provide Standard Annotation.

• ANNOTATION means of documenting internal information about a case either by subject matter or by need, and are not visible to the Selling Partner.

1. Are You Trained to Handle This Skill?
2. Select Atlas Card Based on Selling Partner's Intent.

• check the categories selected in the atlas card.
• if no AC is auto suggested 3 PARTS OF ATLAS: a. domain b. topic c. task

1. Follow Paragon Workflow Instructions.

• Paragon Workflows are step-by-step instructions on how to address an issue, and if a Paragon Workflow is launched you must use it.

1. Follow Trouble Ticket Process.
2. Wrap Up Communication.
3. Resolve Case. Case Statuses: a. resolved b. PAA- Pending Amazon Action c. PMA- Pending Merchant Action d. WIP- Work in Progress

Atlas Reason Codes:

• exact topic that the Selling Partner contacted us about.
• it was provided in Standard Operating Schedule (SOP) or in a Paragon Workflow (PWF).

911 CASE HANDLING

• case with higher urgency
• selling partners can mark their issue as urgent when they feel that the fast contact resolution is critical to their business.

911 CASE IN PARAGON CAN RECOGNIZED BY THE FF FEATURES:

a. 911 Urgent appears in red under the case subject on the top left corner.

b. The case was created in a 911 queue (if the queue is not 911, the case was incorrectly transferred to a non-911 queue).

c. The case severity is 2.

911 TICKETS

• tickets should always reflect the urgency of the issue

DO THE FF ADJUSTMENT IF 911 FORMATTED CAN'T ACCESS

a. subject line should begin with 911 b. update the priority on the ticket to highest c. update the severity on the ticket to 3

DO THE FF TO CORRECTLY HANDLE 911 CASES:

a. 911 Case Handling FAQ b. Handle a 911 Email Case c. Handle a 911 Phone Case d. Handle a 911 Chat Case e. Update a Non-911 Ticket to a 911 Ticket

ANNOTATION

• note that you can add to a case.
• consistent way of documenting information on a case either by subject matter or by need.

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:

Annotations are comprised of 4 sections applicable to case handling depending on the information and circumstances, and follow this template:

a. Critical information: b. Transfer/PAA Reason: c. Seller Dissatisfaction: d. Andon Reason:

STANDARD ANNOTATION:

1. Andon reason
2. Seller Dissatisfaction
3. Transfer/ PAA reason
4. Critical Information

STANDARD TRAINING ANNOTATION TEMPLATE:

1. Case status
2. Skill
3. Seller intent
4. Question to TME/ advisor

ANNOTATE BUTTON

• add annotation to a case