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Spiels

• Critical Information: ↪ SP's issue: ↪ Detailed Resolution to SP:

• Baozipu Y/N: - If Y, Baozipu title: N/A

• PAA/Transfer/PMA Detailed Reason: N/A • Seller Dissatisfaction: N/A • Andon Reason: N/A

GREETINGS

Hello from Amazon Selling Partner Support, my name is Sevi. May I know your name so that I can address you properly?

Hi, how may I help you?

Give me a moment to read your message and I’ll do my best to help.

Hello from Amazon Selling Partner Support, my name is Sevi and I'm glad to support you today.

ACKNOWLEDGED

Hello, ___. I understand that/ you have a question about / you are requesting to / you are inquiring about /

I understand that you are requesting an assistance with

I understand that you are having issues regarding your ASIN

Thank you for waiting, ____. Upon investigation,

CONFIRM

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

Let me make sure I understand you right. You’d like to [rephrase the customer’s question]. Is that correct?

If my understanding is correct, you’re looking for a way to [do this]?

In order to better help you, before conducting the investigation, I need to confirm the issue with you one more time, [insert your understanding to the selling partner’s concern]?

May I ask on which specific page you saw this prompt message?

May I ask when you say the ASIN can't be found, are you referring to the product being unavailable for sale, not showing up in frontend searches, or lacking sales ranking?

I understand. Thank you for your clarification.

ON HOLD

Let me check this for you. Please stay connected.

Allow me a few moment as I process your request. Please stay connected.

Thank you for your patience. Please bear with me while I'm trying to further investigate this.

Thank you for patience, My research is taking more time than expected, but wanted to let you know I’m still looking into this.

Hello, I just want to let you know that I am still here. Please bear with me for few moments.

This is your case ID: 17411132321 for reference in case our chat gets disconnected.

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

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

Let me check this for you. It will take a minute or two. Please hold on.

Please give me a moment to review our notes on previous conversation. I want to ensure I have all the necessary details.

Thank you for your patience.

Just a heads up that this process might take a while. Are willing to wait on this chat? or should I email you the result?

MORE INFO

Please provide __ in order for me to check further.

Before I can investigate further, would you provide the [insert the required info]?

I require more information to proceed with this investigation. Would you provide the [insert the required info]?

Could you please provide a bit more detail about [specific aspect]? This will help me thoroughly address your inquiry.

I understand why you’re upset. Can you please tell me a little bit more about the problem?

The selling partner or the brand owner does not have access to the required information: You will receive a copy of this chat transcript in your Seller Central Case log containing the information required to troubleshoot your issue. I can keep your case open for 48 hours so you can gather the required information.

IDLE

Hello just wanted to confirm if we are still connected? Our chat has been idle for two minutes. The chat will close automatically after another minute. If this is not a convenient time, feel free to contact us again later.

Just to let you know that I'm still here. Do you need more time? Please reply if you are still online, the chat will close automatically after another minute.

As our chat session has now been idle for 3 minutes, I am required to close this session. If you require any further assistance, feel free to contact us again.

Hello, are we still connected?

We haven't heard from you in a while, so we wanted to see if you need any additional support.

Looks like you've been inactive for a while. Do you still need help with anything today?

ALT SOLUTION

Let me share an alternative solution with you.eifjcbrgujchnjhhjkeuv

TRANSFER

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

Thanks for waiting, I will be connecting you to our Specialists Team via chat for further checking. Please stay connected as it may take a while for you to be successfully connected with them.

Please be advised that I will need to forward your contact to the correct department for proper assistance. Please stay connected.

EMAIL This current concern would be out of my expertise. For this, I need to transfer your case to our partner team for further assistance. Please wait for their response through email within 24 - 48 hours.

As I have no response from you I will now close this chat. Thank you again for contacting Amazon Selling Partner Support.

If there's nothing else, I will now close this session. If you require any further assistance, feel free to contact us again. Thank you for contacting Amazon Selling Partner Support.

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.

Thank you for patiently waiting. As per checking, this case is already locked and I'm unable to investigate further due to limited resources. You can either respond through this case via email to reopen the case or you can create new case via chat.

What I mean is, the case itself is already resolved by the system and I'm no longer have access to your details because this case is already locked. Since you have further issue and concern we advise you to open new case or reopen this via email.

we also advise not opening new cases as this might cause delays on performing actions on the ongoing investigation case.

DONE

Aside from this would there be anything else that I can assist you with?

You're welcome. Aside from this would there be anything else that I can assist you with?

Is there anything else I can help?

If there's nothing else, Thank you for contacting Amazon Selling Partner Support. Please click the End Chat link to close this window.

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

It seems you are unable to close this chat. I will now be closing this on your behalf.

If there's nothing else, I will now close this session. If you require any further assistance, feel free to contact us again. Thank you for contacting Amazon Selling Partner Support.

Since I haven’t received a response from you, I will disconnect this chat. Thank you for contacting Amazon, and have a great day. With all due respect, I regret to inform you that I’m unable to continue with the chat any longer since I have already answered your questions and concerns and there are no further actions I can take at this time. I also have other sellers waiting to be attended. I will therefore proceed to disconnect this chat as of now. Thank you for your understanding and have an excellent day.

TROUBLESHOOT

Thank you for explaining the issue! We’re here to help you troubleshoot. Can you please provide a screenshot of the error you’re experiencing?

Can you please provide more detail about the issue you’re experiencing?

PAA:

I have forwarded your concern to our internal team. Expect a reply from them via email.

YES FEEDBACK SPIEL

Also, we want to give our Selling Partners the best experience and, we would like to hear from you on what do you think about our service by answering the short survey that will be sent once we end this chat.

Thank you for your trust in Amazon Selling Partner Support. We would be grateful if you could spare 5 mins or less to answer a short survey and let us know how your experience with us.

We want to give our Selling Partners the best experience and, in this regard, we would like to hear from you on what do you think about our service by answering the short survey that will be sent once we end this chat. Thank you.

We constantly strive to improve the quality of our service and to give an awesome experience to our Selling Partners. We would appreciate if you can spare 5 mins or less and answer the short survey that will be sent once we end this chat. Thank you.

ATTACH SCREENSHOT: To attach a screenshot/attachments on your seller central account click "Help" look for "Manage support cases" and then look for the case ID: 7327998052 click View and then there is a reply option select the Email option and then click Add attachment

ANNOTATION

jhimylene.pagay@concentrix.com JPAssociate@12300 JPAssociate@123 Welcome@2025!

BREAK!

Thank you for patiently waiting. / Hello from Amazon Selling Partner Support.

I am sending this email to follow up regarding Case __. I understand that

Hello from Amazon Selling Partner Support, my name is Sevi and I'm glad to support you today.

You're welcome. If there's nothing else, Thank you for contacting Amazon Selling Partner Support. Please click the End Chat link to close this window.

It seems you are unable to close this chat. I will now be closing this on your behalf.

I have forwarded your concern to our internal team. Expect a reply from them via email.

Please allow me a few moment to review the previous correspondence.

Give me a moment to read your message and I’ll do my best to help.

Let me check this for you. Please stay connected.

It is just the system checking on the idle. Please acknowledged once I sent you an updated chat, Thank you!

Chat got disconnected due to idle

Hello just wanted to confirm if we are still connected? Our chat has been idle for two minutes. The chat will close automatically after another minute. If this is not a convenient time, feel free to contact us again later.

Hello, are we still connected?

As our chat session has now been idle for 3 minutes, I am required to close this session. If you require any further assistance, feel free to contact us again.

If you’re unable to reply right now, you can come back to this chat anytime within the next 24 hours, and we’ll continue from exactly where we left off.

Can you please share the workflow ID of the shipment you are creating? or just the URL link of the page you are accessing when you got the error and the screenshot of the error message/issue.

You can contact us again and provide this information needed.

To help resolve this issue, please provide the following information:

  1. Send to Amazon (STA) Workflow ID (starts with "wf", located at bottom left of STA page)
  2. Complete URL where you encountered the error
  3. The specific STA Workflow step where the error occurred
  4. Timestamp of when the issue occurred (starts with 'STA')
  5. Screenshots of the error message

It seems that we need to raise this issue to relevant team to resolve the technical issue you are experiencing.

We have requested for another re-evaluation for reimbursement 17807842151. Please expect a response via email.

Zimbra.concentrix.com estart.concentrix.com https://teams.microsoft.com/dl/launcher/launcher.html?url=%2F_%23%2Fl%2Fmeetup-join%2F19%3Ameeting_ZWQ0ZTNiM2MtNGYyZi00ZWIyLTg0ZjYtM2NmNTc5NDM4NzJh%40thread.v2%2F0%3Fcontext%3D%257b%2522Tid%2522%253a%2522599e51d6-2f8c-4347-8e59-1f795a51a98c%2522%252c%2522Oid%2522%253a%25229e60a0ab-2157-4d0f-81f3-b1ef81e5bfcd%2522%257d%26anon%3Dtrue&type=meetup-join&deeplinkId=0225acff-e850-4774-bb8d-037143890430&directDl=true&msLaunch=true&enableMobilePage=true&suppressPrompt=true

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Metrics

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OT

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Transfer Tracker

https://cnxmail-my.sharepoint.com/:x:/g/personal/shaeina_ingrato_concentrix_com/EfIiQmV4bL9LpNceQxy-RcgBjfeAPSYYYlr7feV1Iv4HIQ

Team, if you encounter a contact where previous associates may have a potential coaching opportunity, please track these cases for review. Once documented, we can escalate them to Amazon as needed.

Kindly ensure the following details are captured: