Account Change

What troubleshooting can be done to avoid the advanced security process?

• remove lock outs

• Guide customer to unblock text messages from Amazon.

• Make sure we are talking to account holder

• Tell customer to open a new account

How does the customer unblock text messages on an iPhone?

• Messages app ->

  More options -> Spam & blocked ->

  Select the contact from the list ->

  Tap Unblock.

• Settings -> Messages -> Blocked contacts -> Select contact -> Edit -> Unblock

• Chat app -> Blocked contacts -> Select contact -> Unblock

Why do we use probing questions?

• To understand the costumer's issue.

• To verify an account.

• To make a good power closing.

• To avoid negative words.

When customers try to log in, set up a new password, or get

access to Login and security the system might request an extra

step of security approval that can be deliver by Email, Text

Messages or App Notifications

• True

• False

Which are the phone numbers from Amazon.com that are used to send text messages to customers?

• 25392

  262966

• 78000

  56454

• 78000

  25392

• 25392

  269286

What is one of the reasons for a lockout to appear on an account?

• Costumer is using a VPN.

• Costumer is on a cell phone.

• Transaction Declined.

• Amazon blocked the account.

A customer calls and states they signed in on their phone but now all their orders are gone. What would be the best probing question?

• Have received a 'Recent changes to your Amazon account' email?

• Can I have your email and phone number?

• Are you on Amazon.com?

• Does any one else have access to your Amazon account?

When a potentially unauthorized sign-in attempt is detected by Amazon, a verification request is sent to the account holder’s communication channel (email, text message or push notification message via the Amazon Shopping app). This is called a....

• PCL

• OTP

• TIV

• DCQ

A customer calls and says they're on a different State visiting family. When they tried to access their amazon account, the website asked them to verify their ZIP code. That is called...

• TIV

• DCQ

• PLC

• Lock Out