WB0911 FSP Huddle

Below are valid reasons for ACW EXCEPT:

• Sending an SR to offline/reassignment

• Documenting Complaint

• Filing template to reassign

• SR Subclosure

Answer explanation

The TM went on ACW to complete the complaints form however it is captured on the screen cap that the teammate’s mouse is not moving for almost a minute before finishing the complaints form. Is TM compliant to ACW?

The TM went on ACW to complete the complaints form however it is captured on the screen cap that the teammate’s mouse is not moving for almost a minute before finishing the complaints form. What's the non-adherence reason?

• •Fraud – Inactivity

• •Fraud – Non-work related

• •Non-SR/customer related actions during ACW

• •Extensive time used - customer related actions during ACW

The seller contacted us about the vehicle they sold since the buyer claimed that it did not fit on their end. MM want to know what steps they need to take in case buyer insists on returning the item. MM became unresponsive and the interaction hot DC.

The TM was on ACW for 15 seconds to check on the member’s previous SRs before tagging the contact as resolved.

• Compliant

• Non-Compliant

The seller contacted us about the vehicle they sold since the buyer claimed that it did not fit on their end. MM want to know what steps they need to take in case buyer insists on returning the item.MM became unresponsive and the interaction hot DC.

The TM was on ACW for 15 seconds to check on the member’s previous SRs before tagging the contact as resolved.

What's the non-compliant reason?

• •Classification during ACW

• •Extensive time used - customer related actions during ACW

• •Documentation during ACW

• •Non-SR/customer related actions during ACW

The TM went on ACW to complete the complaints form. TM also quickly changed the SR classification and documented on the customer’s account .

• Compliant

• Non-compliant

The seller contacted us about the shipping label that was not used when they shipped the item and wants their money back. TM walk the member through in voiding shipping label
TM answered 'Yes' on the ACW pop-up then classified the SR from “Listing queries” to “Shipping” within 5 seconds.

• Compliant

• Non-Compliant

The seller contacted us about the shipping label that was not used when they shipped the item and wants their money back. TM walk the member through in voiding shipping label
TM answered 'Yes' on the ACW pop-up then classified the SR from “Listing queries” to “Shipping”.

What's the non-compliant reason?

• •Fraud – Non-work related

• •Extensive time used - customer related actions during ACW

• •No documentation needed

• •Classification during ACW

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 hours response time via email.

During ACW, TM checked the transfer guide and copy-pasted the template on the notes and took 2 minutes before sending the SR offline.

• Complaint

• Non-Compliant

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 hours response time via email.

During ACW, TM checked the transfer guide and copy-pasted the template on the notes and took 2 minutes before sending the SR offline.

What's the non-adherence reason?

• •Documentation during ACW

• •Extensive time used - customer related actions during ACW

• •Classification during ACW

• •Classification during ACW