Case Mechanics

CREATING VIEW SELLER ACCOUNT (PEEK NOW)

1. Click on the "View seller account"
2. Select the "Create your amazon account"
3. Enter your Name, Amazon email address and set a password.
4. Click on "Create your Amazon account" after entering above details.
5. Enter OTP, which you will receive in your Outlook Inbox.

ADDITIONAL INFORMATION

a. Case types that allow viewing: - Work in progress (WIP) - Pending Merchant Action (PMA) - Pending Amazon Action (PAA) - Reopened b. Before selecting Atlas Card click View Seller Account. c. The order of actions when accepting case is: - Click "Accept Case", new case opens. - Click "View Seller Account", then sign in your details.

ACCESSING SELLING PARTNER'S ACCOUNT IN PARAGON THROUGH: (EITHER OF TWO)

1. View Seller Account.
2. Through a Help Page Link within a paragon SOP.

-- after clicking either the 2 you will be viewing the: https://sellercentral.amazon.dev. Inclusive to Amazon users. -- if you want to share the link to the selling partner via email, it needed to update the dev website link.

STANDARD ANNOTATIONS VIRTUAL- LED SESSION

ANNOTATION

• note that can to the case.
• way of documenting information on a case either by subject matter or by need.
• contain internal information and not visible to the selling partner.
• it can let others know what you know and done about the case.

Click ANNOTE to add annotation.

STANDARD TRAING ANNOTATION TEMPLATE:

NOTE: Annotate any unused section with "n/a"

1. Seller Issue
2. 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:
3. Question to Advisor:
4. Case Status:

EXAMPLE OF 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: US M@
4. Research done: Followed PWF Listings↳ Manage Listings↳ 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 Tools 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

THINGS THAT DO NOT NEED TO INCLUDE IN A CASE:

a. Selling Partner's Phone Number. b. Selling Partner's Email c. SIM Status d. Account Type e. Atlas Reason Code

WHAT IS SELLING ASSISTANT?

• automated widget that appears below the Selling Partner's incoming message in paragon

WHERE IS SELLING ASSISTANT?

• below inbound message from Selling Partner

WHAT DOES SELLING ASSISTANT DO?

1. Identify the seller's problem
2. Run a diagnostic check that identifies the root cause of the problem.
3. Recommend an email blurb to use.
4. Display the "Call Action" buttons.

INTRODUCTION TO BLURBS

BLURB

• standard response to certain problems or questions

BLURB TENETS

1. Selling Partners are our customers. Associates use blurbs as a tool to answer our customers' questions.
2. Blurbs are the voice of Amazon, and they reflect our customer obsession and empathy to their issues.
3. Blurbs deliver a concise, clear, precise, and accurate answer to Selling Partners’ questions.
4. We build blurbs that associates can trust; major edits to blurbs reflect upstream defects.
5. We build content consistent for Selling Partners and 5. Associates in Paragon and Seller Central.

BLURB STRUCTURE

• The official greeting, “Hello from Amazon Selling Partner Support”, and sign-offs are automatically included in the correspondence sent to the selling partner. Associates should not add additional greetings or sign offs when using a blurb because doing so will result in duplication on the selling partner’s end.

• Blurbs always provide the selling partner with the most important information first. Working backwards from the Selling Partner's perspective, a blurb is built to include the following components, in this order:

1. Problem Acknowledgement

• acknowledgment of the selling partner's problem.

1. Direct Answer/ Outcome

• direct answers to the selling partner's question
• outcome/ solution to the problem

a. If the result of the selling partner’s problem is outcome based, a decision and/or reason and next steps is included in the blurb. b. If a selling partner asked a question on how to perform a task, the blurb will provide an answer or solution to the problem. Additionally, the blurb will summarize what we did to fix it, or what the selling partner can do to fix it. c. If we can’t solve the selling partner's problem, the blurb will provide an alternate solution. 3. Educational Information

• if the problem can prevented by the selling partner, we provide simple educational information.

In some cases, you might come across blurbs that do not need to be edited, or don't need additional information. In such cases, Paragon will grey-out the reply area where the blurb appears. This prevents you from editing the reply to the Selling Partner unless there is one of the following valid reasons:

1. Empathy statement or acknowledgement of a selling partner's specific situation is not included in the blurb. Only add this if it will enhance the selling partner's experience.
2. Missing information.
3. Inaccurate information.
4. Selling partner's question is not covered by a Workflow.
5. Multiple ASINs or Order IDs.
6. Required to translate.

GREY OUT FEATURE was created to provide the best seller experience.

BENEFITS OF USING BLURBS;

• resolve contacts without speculating
• PURPOSE: