SPIEL

SPIELS INTRO: Thank you for contacting Amazon selling partner support, This is Scarlet and I'm glad to support you today. May I know your name?

NUDGE If SP is away or idle (3 attempts every 2-3 minutes)

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

Hello, are we still connected?

CONFIRM if not clear: Before I could investigate further, I'd like to confirm whether your question is regarding?

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

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

ON HOLD - Need more time I am currently looking into your issue and will have an update for you as soon as possible. Thank you for your patience.

I've looked into your _. Upon review,

Is there anything else I can assist you with?

DONE:

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

If the chat is not closed after 3 minutes, let the Selling Partner know with the following message. Since I haven’t received a response from you, I will disconnect this chat. Thank you for contacting Amazon, and have a great day.

Email after chat

Hello from Amazon Selling Partner Support.

My name is Scarlet. I am sending this email to follow up regarding Case [XXX]. Our last conversation was disconnected where we were helping you with .

I understand that you are waiting for Amazon to . Can you please provide ____?

Please find attached reference about what we discussed during our contact.

I have gone ahead and done to ensure your case is resolved. or Once is provided, I will take _ steps to resolve your case.

Thank you for your patience, please reach out if you have any further questions.

Issue Supported by Chat Channel:

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

Use Blurb:

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

Issue not Supported by Chat Channel:

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

Use Blurb:

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

OR

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