Easyship

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.