M2M_Huddle_ACW

The seller contacted about an INR claim, said that they have shipped the item to the buyer's check out address and provided tracking with delivery confirmation. TM confirmed the tracking status and advised the MM that if the case gets escalated, it will be closed in the MM's favor.

During ACW, the TM deleted some of her SR notes prior to closing the SR. Total ACW used was 9 seconds. Did the TM follow the ACW process?

• No

• Yes

The seller contacted about an INR claim, said that they have shipped the item to the buyer's check out address and provided tracking with delivery confirmation. TM confirmed the tracking status and advised the MM that if the case gets escalated, it will be closed in the MM's favor.

During ACW, the TM deleted some of her SR notes prior to closing the SR. Total ACW used was 9 seconds. What is the Non-adherence reason?

• Classification during ACW

• Extensive time used - customer related actions during ACW

• Fraud – Inactivity

The buyer contacted about a vehicle part that they have purchased and claiming that it did not fit their vehicle. MM contacted the seller and asked if they can do an exchange but was advised that they don’t do returns/exchanges. MM became unresponsive and the TM had to end the contact.

During ACW, TM was idle/no screen activity for over a minute prior to closing the SR. What is the Non-adherence reason?

• Classification during ACW

• Fraud – Inactivity

• Extensive time used - customer related actions during ACW

The seller is refusing to ship the 2 items they just sold since eBay has their account on hold and also holding their funds. MM said that they will not allow their cards be charged for these orders. TM confirmed that the MM’s account is restricted and advised that they will be transferred to the correct department for further assistance. MM disconnected before the TM could transfer.

During ACW, the TM was just hovering her cursor around for the 1st 17 seconds of ACW then went on idle for 12 seconds and continue hovering for another 10 seconds prior to filling out the complaints form. What is the Non-adherence reason?

• Fraud – Inactivity

• Extensive time used - customer related actions during ACW

• Classification during ACW

The buyer contacted about a claim that got expired and said that he forgot to have it escalated but still wants the item returned and get his money back. TM advised the MM to contact the seller

TM answered 'Yes' on the ACW pop-up then classified the SR from “Cancel Order” to “Returns”. What is the non-adherence reason?

• Classification during ACW 

• Fraud - Inactivity

• Fraud - non-work related

• Disconnect - no redial

The buyer contacted about a SNAD return that was processed through eIS, was asking for DHL confirmation number. TM advised that she will send an offline request to eBay International and advised 24-48 hrs response time via email.

During ACW, TM checked the transfer guide and copy-pasted the SR number to Slack prior to reassigning the SR to eIS.

With "My SR Notes", there is no need for Note Pad or other tools to document outside of communicator anymore  which are therefore no longer acceptable to be used.

• True

• False

Used for work-related actions during ACW but not related to the SR/customer i.e., checking schedule, calibrating with coach/TL/TMs via chat regarding work topics i.e., tech issues, CSKB guides etc.

• •No documentation needed

• •Classification during ACW

• •Non-SR/customer related actions during ACW

• •Fraud – Inactivity

Select the Secondary Category: Problems with the eBay Money Back Guarantee (eMBG) process, including:

• Return requests

• Item Not Received (INR) cases

• eMBG refunds

• Denied appeals

• Buyer responsibilities during eMBG cases

• 
  eMBG, returns, and INR cases (buying)

• 
  Bidding/buying process

• 
  Loyalty programs

Select the right Primary category:  Problems updating personal account information including:

• Addresses

• Username

• Contact information

• Any other personal account information

• Buying

• eBay Account

• Selling