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WorksheetsOrders
Total questions: 10
Worksheet time: 7mins
What use cases are addressed in the Order Issues PWF?Select 3 that apply.
How long are orders kept in pending status?
What should I do if I accidentally cancel an order?
How do I cancel a refund?
How do you cancel an order that has been processed and shipped?
How can I search for my orders?
A seller contacts you about an incorrect fee on a recent order, and states that the ASIN is categorized correctly. Select the relevant SOP.
Handle a Refund Request for Incorrect Referral Fees Charged
Submit a Reimbursement Request for Incorrect Referral Fees Charged
Investigate an Incorrect Referral Fee Refund Request for an ASIN with a Sub-Category
Can we process referral fees refund if the ASIN falls under a sub-category using the same rate.
Yes
No
Don't know
Can the seller choose to authorize a refund without a return?
Yes
No
Don't know
What are some examples of out-of-policy requests?
Select all that apply
Requests after the return window has expired
Requests for non-returnable items
Issues with items related to a manufacturer’s warranty
Issue with delivery time
What is the term used for re-charging a buyer for an Order?
Chargeback
A - z Claim
Safe T claim
Retrocharge
How long does the buyer have to cancel an order?
24 hours
1 hour
30 minutes
30 seconds
When can a buyer file an A-to-z Claim?
Select all that apply
3 calendar days after the maximum estimated delivery date
30 days after the delivery date
7 business days after the maximum estimated delivery date
30 days after the order date
"A buyer recently filed a claim against me and stated that they received their product too late and wanted a refund. I told them that I can give them a refund but will charge a restocking fee. I guess they didn’t like that so now they filed a claim. It has been two days since it was filed, and I need help navigating what to do next.”
File Safe T claim
Dispute the claim
Give full refund
In which situations can sellers contact buyers using the Buyer Seller Messages?
Select all that apply
Respond to a customer service question
Ask buyer to provide feedback
Contact a buyer about a return containing an FBA item designated as a gift
Marketing or promotional purposes
