KC 56 POD 1

When should we add the BMs as followers in a Zendesk Ticket?

• In a standard escalation, the BMs need to be added all the time.

• There is no need to add them in a standard escalation that a COA can handle.

• We never add BMs as followers in a Zendesk escalation.

• We only add them to all standard escalations, for FYI.

2. How do we handle FBM cancellations correctly?

• We should cancel it by clicking "Accept Cancellation"

• We raise the concern directly to the brand channels.

• Inform the COA and BA right away.

• We don't need to do anything, we just have to note on the ticket the customer wishes to cancel his FBM order.

3. When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply

• Concern, Purchase, ASIN/SKU

• Full Product Name, Date of Purchase, Order ID

• Issue, Key Ask

• Ticket number, Customer's name, and address

4. When a customer reaches us about duplicate items in their order, which tracker do we need to use until we have the tracking automated in Zendesk?

• Duplicate Items - All Brand Tracker

• Mixology & Craft- Duplicate Tracker

• Review Management Tracker

• All Brands Replacement Tracker

5. How do we communicate NCX issues moving forward?

• For all NCX escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.

• We still do the same process, post the contents of the NCX issue in Seller Central and raise it to the brand channel.

• No escalations are required. The BM and COA should already be on top of this.

• All NCX escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.

For which brand is this update applicable for?

"As we all know, we've changed suppliers and there are new stocks (different frequency) coming in. CORs might come across requests to fulfill replacements for the newer version. We are in the process of moving some of the old inventory out of Amazon into a 3PL. Newer ones are basically in Antiope and Drive Auto but this might change in the coming weeks so watch out for any further announcements."

• Guardline

• Drive Auto

• Dark Iron Fitness

• ALL 3PL Brands

For Galleria Brands: Select all correct steps when washing ties.

• Wool. Only dry clean your wool ties when it is absolutely necessary.

• Cotton. Hand wash gently in cold or warm water

• Linen. Linen ties need to be hand washed gently in cold or warm water.

• Silk. When you wash your silk neckties, make sure to dry clean only.

Galleria Brands:

True or False:

It is best to wash your fun socks in cooler water, turned inside out, then hang or lay flat to dry or tumble dry low. This helps preserve their color. All socks should be turned inside out and bleaching or ironing should be avoided.

• True

• False

• Maybe

For AMZStuff:

TRUE or FALSE: 60 Day Moneyback Guarantee AMZ Pets, Ozziko, and Nature’s Blossom

• TRUE

• FALSE

AMZStuff: Select all that apply:

Which is the correct snippet to use in this scenario:

"Your product is fake! the seeds did not germinate at all!"

• #asnbnotgrowreplacewtips

• #asnbnotgrowdetails

• #asnbnotgrowreplacewtip

• #asnbnotgrowdetail

Answer explanation

need more information since customer did not provide amazon order ID