Easyship

Concessions and Concessions Abuse Investigation: MFN IN Easy Ship DNR
Concessions Abuse

After completing this course, you will
be able to:
• Define MFN Easy Ship
• Identify source of investigation
and investigation steps
• List the appropriate enforcement
actions

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Overview Source of Investigation Enforcement Guidelines Write-backs & Inquiries

Overview
The purpose of this SOP is to understand Easy Ship (ES) Delivered Not Received (DNR) Concessions Abuse, and to know
what triggers an investigation. This SOP also explains the investigation steps that should be followed, and the enforcement
actions which need to be taken on an abusive customer account.
What is Easy Ship (ES)?

Easy Ship
You can identify an order shipped by Easyship from the Screenshot below

MFN & FBA
MFN Easy Ship
MFN ES orders are packed & sent from the seller’s
location itself.
FBA
Packing, shipping and customer support are taken
care by Amazon. FBA seller gets an allocated place
in FC for storing their products

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Overview Source of Investigation Enforcement Guidelines Write-backs & Inquiries

Source of Investigation
Concessions abuse prevention (CAP) team referrals
CAP agents are specialized customer service (CS)
agents who engage with customers to better
understand their DNR requests. If customers are
found to be suspicious, CAP agents add friction
measures such as requesting Know Your Customer
(KYC) details to be added to the customer account. In
addition, the CAP team refer suspicious customer
accounts to ARI to determine if ARI recommends
issuing a DNR concession to the customer.
Check for internal accounts
Check account tenure
Check for seller account or seller
account in relation
Check for AFN abuse
(NSR, DNR, and MDR)
Review MFN concessions details
Review MFN refund details
Review LM (Last Mile)
annotations
Check payment method
Review KYC (know your
customer) details
Provide investigation
outcometo CAP team
11
Review related accounts

1. Check for internal accounts
Check for internal accounts
• Internal accounts are mostly used for testing. Verify if the account routed for investigation is an internal employee
account by looking at the email, shipping address and IP domain.
• Often test accounts will also be clearly indicated in the email prefix. Validate the email address using internal Amazon
tools. Escalate to your reporting manager if you suspect claims abuse on an internal account.

2. Check account tenure
Check account tenure
• Check the customer tenure under the First Completed Order column. You can use this date to determine if an account
was opened before or after enforcement in related accounts.
• Determine if the account is a veteran customer (VC) account. Any account that has been with Amazon for more than 3
months after the first completed order is considered a VC account. VC accounts with good completed order history are
considered genuine.
• Brand new accounts are considered risky.

3. Check for seller account or seller account in relation
Check for seller account or seller account in relation
• Seller accounts are represented with a star icon. Review the customer summary and relations table to determine if
buyer has an active seller account.
• Some sellers create buyer accounts to perform collusion or competitive abuse. Such accounts are considered to be
high risk.

4. Check for AFN abuse (NSR, DNR, and MDR)
Check for AFN abuse (NSR, DNR, and MDR)
• Check if the buyer's primary or related account is already involved in AFN abuse for NSR, DNR, or MDR.
• Accounts already enforced for DNR or MDR are considered to be high risk.
• While investigating you’ve found that account has AFN abuse and no MFN abuse, enforce the account for AFN

5. Review MFN concessions details
Review MFN concessions details
Review the following details under the MFN section in the Concessions Details widget in Nautilus:
1. Total orders placed and order amount (found under the ORDERS column).
2. Total MFN concessions units and concessions amount (found under the REFUNDS column).
3. Total and current year MFN SI (found under the SI column).

6. Review MFN refund details
Under the MFN Refunds Returns Widget in Nautilus:
• Check for orders with MerchantNotReceived or any DNR refund reason codes including General adjustment (found under
REFUND REASON in the REFUND DETAILS column.)
• Also check for the item category (found under PRODUCT GROUP in the ASIN INFO column.) This will help us to identify if
the customer is targeting any specific item category or ASIN.

• Click the CSC link next to any orders refunded for MerchandiseNotReceived. This will take you to the respective order
detail page, where you can verify if they are ES orders. ES orders can be verified by the following logo.
o Validate the tracking details available on the order detail page.
o Verify if the item is delivered on time or Missed EDD/GDD by looking at the Three stars next to the shipment
o Verify the reason for customer contact and date of contact from Order Related Contacts

7. Review LM (Last Mile) annotations
Review LM (Last Mile) annotations
• Check for the LM investigation outcome in the account level annotations to identify if the customer is abusive. This
information is found under the Recent Annotations Widget.
• The LM team performs ground level investigations on each DNR case. They add the following annotations:
Annotation
LM investigation feedback : Customer
found the shipment
LM investigation feedback : Potential DA
abuse
LM investigation feedback : Could not find
abuser
LM investigation feedback : Potential
customer abuse:
Used when
The customer has found the package in the neighborhood or
with security
The delivery agent (DA) has stolen the product
The LM team is unsure if customer is an abuser
The customer is abusing DNR

8. Check payment method
Check payment method
• To avoid detection, abusers tend to use payment methods such as gift cards (GC) or net banking (NB). Customers who place
orders using these payment methods and claim DNR concessions are considered high risk.
• Abusers mostly create multiple accounts, place orders using cash on delivery (COD), and divert the item missing concessions
amount to a single bank account. Check if brand new accounts with COD orders have a recently added bank account.
• To check the bank account addition date, open the account ID under investigation in Triton (the BRI tool) and scroll down to
the Customer Credit Cards section.
• Multiple brand new accounts with the same bank token number are considered high risk.

9. Review KYC (know your customer) details
Review KYC (know your customer) details
• The CAP team requests KYC details when the customer claims that they did not receive the package or that an item was
missing from the package. Review the KYC document present in the customer account to provide ARI Investigation
outcomes to CAP.
• To review, click KYC Documents under the Customer Information Widget in Nautilus.

9. Review KYC (know your customer) details
• After visiting the KYC Documents page, check for the following:
1. Exact match: When the name on the account matches exactly with the name on the uploaded document. The
authenticity of the account can be validated based on this. For example:
Name on KYC document
Suresh Kumar
Name on account
Suresh Kumar
2. Partial match: When the name on the account matches partially, meaning there is a surname or initials match with the
name on the uploaded document. This can indicate that the customer has provided genuine details and is using the
account of someone they know. For example:
Name on KYC document
Suresh Kumar
Name on account
S. Kumar, or Suresh K
3. No match/junk document: When there is absolutely no match between the name on the account and the name on the
document uploaded.
4. Blank: When the customer did not upload the requested document at all, or uploaded a different or junk document.

10. Provide investigation outcome to CAP team
Based on the investigation outcome, make a recommendation to CAP per the following table.
KYC document
Available
Not Available
KYC validation Outcome
Investigation outcome
(per DNR, MDR and
claims abuse SOPs)
Recommendation
to CAP Team
Name- exact match Abusive Add friction
Name - partial match Abusive Add friction
Name – no match Abusive Add friction
Junk document Abusive Add friction
Name - exact match Non-abusive Wait for LM feedback
Name - partial match Non-abusive Wait for LM feedback
Name – no match Non-abusive
Invalid document – ask
customer to upload
Junk document
Non-abusive
Invalid document – ask
customer to upload
Blank Abusive Add friction
Blank
Non-abusive
No document – ask
customers to upload

10. Provide investigation outcome to CAP team
In order for the CAP team to know to our recommendation, ARI should add annotations to CSC.
To add annotations in CSC:
• Before passing the account or taking any action, check the Add CS Annotation box as shown in the screenshot below. This
will add your annotations in Customer Issue Manager (CIM) in CSC.
• Also add annotations to the order for which the CAP team
has held the refund.
• To add order level annotations:
• Open the Order ID in CSC.
• Click the Annotations tab and then Add Annotation.
• Enter your annotations in the pop-up dialog box.
• Click Submit.

11. Review related accounts
• Combinations of personal attributes (name, billing address, shipping
address, phone, etc.,) and system attributes (IP, FP, UBID, FUBID, device,
etc.,) tend to make a strong relation. Combinations of system-only
attributes require further investigation to determine if they are
generated from a public computer network.
• Open strongly related accounts by clicking the Customer ID from either
the Cluster Widget or Related Customers Table. Check for any trend of
claims abuse. Refer to the Relations Guide for more information on
identifying strongly related accounts.
• If a similar trend of abuse is found on related accounts, take
enforcement action on the related accounts as necessary.
• If one or more related accounts are already closed for abuse, follow
these steps:
o Close the account under investigation if it was opened after the
related accounts were closed.
o Close the account under investigation if it is a pre-existing account
but has the same abusive pattern. (A pre-existing account is an
account created before the closure of its related accounts.)
o Do not close the account under investigation if it is a pre-existing
account with no abusive pattern.

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Overview Source of Investigation Enforcement Guidelines Write-backs & Inquiries

Enforcement Guidelines
Actions and blurbs.
Recommended Action Criteria Messaging
1. No prior solicit or warning sent (including
Solicit when...
on related accounts)
mfn_dnr_order_lost_refund_solicit
2. MFN “MerchandiseNotReceived” mfn_dnr_item_missing_refund_solicit
UnitCount >= 3
1. A prior solicit was sent (including on
Warn when…
related accounts) and the abusive trend
has continued after the solicit message
mfn_dnr_abuse_lost_warning
mfn_dnr_abuse_refund_item_missing_war
2. MFN “MerchandiseNotReceived” Unit ning
Count >= 1
1. A prior warning was sent (including on
related accounts) and the abusive trend
Close for abuse when…
has continued after the warning message mfn_dnr_acct_close_refund_abuse
Close for abuse relations when…
2. MFN “MerchandiseNotReceived” Unit
Count >= 1
1. Account under investigation was opened
after the related account was closed.
2. Account under investigation is preexisting
but has abusive trend.
mfn_dnr_acct_close_related

Enforcement Guidelines
Important reminders .
DO
Review account for AFN (Amazon fulfillment network) abuse along with MFN abuse. Check for AFN non-sellable returns (NSR) abuse, AFN
delivered not received (DNR) abuse, and AFN materially different returns (MDR) abuse.
DO
Contact MRI to block the seller account when closing a buyer account with an active seller profile. You must create a ticket to MRI to
cancel the seller’s listings by using the Quicklink for IN.
DO
Close the account under investigation if it is a pre-existing account with an abusive pattern. An account created before closure of related
accounts is considered a pre-existing account.
DO
Close all related accounts that are shell, suppressed and dormant. Do not send a closure blurb when enforcing these accounts. Use the
Relations Guide to determine the strength of the relation between accounts.
DO NOT
Use terms such as fraud, abuse, or equivalent in your annotations. Instead use .ab for abuse and .f for fraud.
DO NOT
Take action on internal accounts (those with an @amazon.com email address). Escalate to leadership if you suspect internal abuse.

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Overview Source of Investigation Enforcement Guidelines Write-backs & Inquiries

Write-backs & Inquiries
Important reminders.
Enforcement Action Blurb to use
Correct action
mfn_solicit_writeback
Solicit
Lastword
mfn_solicit_last_writeback
Accepting appeal
mfn_clear_abuse_appeal_accept
Incorrect action
mfn_clear_abuse_incorrect_action
Correct action
mfn_warning_writeback
Warn
Lastword
mfn_warning_last_writeback
Accepting appeal
mfn_clear_abuse_appeal_accept
Incorrect action
mfn_clear_abuse_incorrect_action
Correct action
mfn_acct_close_writeback
Lastword
mfn_acct_close_last_writeback
Close
Accepting appeal
mfn_acct_reinstate_appeal_accept
Incorrect action
mfn_acct_reinstate_incorrect_actio
n

Write-backs & Inquiries
Important reminders for Writebacks
DO
DO
DO
DO
DO
DO
DO
DO
FULLY RE-INVESTIGATE THE CUSTOMER ACCOUNT TO VALIDATE PREVIOUS ENFORCEMENTS.
Escalate the contact to a shift manager or QA auditor if the customer is explaining why their activity should not be
considered abusive and is threatening legal action.
Only use approved blurbs. If you must modify, consult a manager for review.
Annotate the account and contact appropriately.
Select the correct 'from' address (buyer-claims@amazon.in) before sending an email to the customer.
Acknowledge feedback given by the customer.
Address all concerns mentioned by the customer. Evaluate the customer contacts holistically, not just the email task
under investigation.
Refer to the Digital Content Access Guide to see what content customers can access after their account is closed.
DO NOT
Use terms such as fraud, abuse, or equivalent in your annotations. Instead use .ab for abuse, and .f for fraud.

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Overview Source of Investigation Enforcement Guidelines Write-backs & Inquiries

Knowledge Check
Easy ship is a program introduced for AFN Sellers to improve their sales.
o True
o False

Knowledge Check
Seller opening multiple buyer accounts to place orders from his selling account is considered as Collusion or Competitive
abuse.
o True
o False

Knowledge Check
If there's a Junk KYC document and customer is abusive, what do we recommend to CAP team?

Summary
You have reached the end of this module. You should now be able to:
● Define MFN Easy Ship
● Identify source of investigation and investigation steps
● List the appropriate enforcement actions

Congratulations!
You have completed this course.