KC 27

Ameyo Tagging: The customer received the order and wants to cancel. What tagging will you use for your response?

• Post purchase>order received

• Post purchase>care instruction

• Refund

• Replacement

Tags

Tagging

Scavenger Hunt!

Which Column in the Migration tracker will you see if ALL ASINs are owned for an Incoming Brand?

• K

• M

• L

• J

Tags

Migration

Scenario: You saw a negative comment via Ameyo chat on our Instagram account. What should you do?

• Since I can't remove or hide the comment in Ameyo, I will resolve the ticket

• Since I can't remove or hide the comment in Ameyo, I will hide the comment via Falcon instead and leave notes in Ameyo about my action

• raise it to the brand channel

• We don't use Ameyo in chat

• Since I can't remove or hide the comment in Ameyo, I will leave it open

Tags

Ameyo

Chat

In Ameyo Chat: How do we know which brand the customer is chatting about?

• Brand information is located at the upper right corner of the chatbox.

• It will be whispered by Ameyo once the chat comes in.

• The brand info will be located besides the customer's name.

• We don't. That's why we need to ask using # chat at the beginning of every interaction through chat.

Tags

Ameyo

Why is it important to NOT create a copy of updates for your personal use?

• Keeping your own copies will keep you updated on what's new especially on critical SOPs constantly being updated by Erin and COA.

• We may receive multiple updates on a single brand in a week or month and the one published with the most updated date will always supersede the old one.

• Keeping your own copies will not keep you updated on what's new especially on critical SOPs constantly being updated by Erin and COA.

• You can only create copies if you're using your mobile phone memory.

Tags

Updates

Ameyo: When do we tag a ticket as "CLOSED"?

• Automation email

• out of office replies

• marketing email

• ALL tickets are tagged as closed

• We should never use CLOSED

Tags

Ameyo

In Ameyo, what kind of tickets can we find under the "Notification" Campaign?

• High Alerts

• Product Review

• Buyer Messages

Tags

Ameyo

SCAVENGER HUNT! All about new brands: How many brands are we going to acquire in May? (Clue: Seller Responsible until?)

• 7

• 4

• 5

• 6

Tags

Migration

Brands

Scenario: A customer said that our product damaged her $1500 carpet with picture attachments. What are the next steps? Choose ALL that applies

• Inform the customer that the concern has been escalated internally for the next steps

• Ask Erin directly

• ask the customer for the receipt of the carpet

• immediately escalate to the brand channel, tagging Erin, COA, and the brand manager

• Track it on the AO Injury & Property Damage Tracker

Tags

Scenario

PropertyDamage

Scenario: A customer has a concern that you need to escalate to the BM for resolution. What are the applicable steps that you should do? Select ALL that applies.

• track it - Follow up Tracker

• resolve the ticket

• mark it as Pend24

• mark it as Pend48

• use #raisedtobm

Tags

Scenario