OUTBOUND CALLS - The purpose of conducting our OUTBOUND CALL REMINDERS is to ensure that we can confirm with our customers that their return request has been approved and we provided return labels and instructions for our returns policy. However due to their email privacy filters our messages were blocked and or sent to their junk/spam folders. The majority of the claims we receive are because customers are not receiving our messages and critical time sensitive updates particularly with returns.


Our primary communication is via Amazon Messenger which will serve as a proxy email and all communications are converted from Amazon Messenger to the email account tied to the customer's Amazon Account. All inbound and outbound communications are conducted through Amazon Messenger where the customer can retrieve their messages through Amazon directly and or via their Amazon default email. 


Reminder - All Agents should be diligent and if replying to an order via FreshDesk or through Seller Central, Agents should always verify that the message were sent. Otherwise Amazon will quickly flag accounts that have filters that blocked/bounced our messages which is visible when verifying messages through Amazon Messenger.



BOUNCED MESSAGES/ OUTBOUND RETURN REMINDER CALL

Mike and Joy will be added to the report/sheet, Mike & Joy will make outbound calls for courtesy reminder around mid-day.

All Return Agents must verify in SELLER CENTRAL MESSENGER to check for bounced messages and mark report ORD# in YELLOW. Return Team will highlight YELLOW indicating blocked messages.

STRIKE THROUGH ONCE COMPLETED


DUPLICATES WILL BE HIGHLIGHTED IN RED -  check filters- ISSUE OTHER will also need contact


Customers will be reminded login and check their email or Amazon Account to read our sent communications.
OUTBOUND REMINDER CALL -  we’ll only send out 1 reminder, so mark the notes for others to see to avoid duplicating efforts.

TEL - you can locate the tel# via Seller Central or CRM - if no telephone, please leave note in CRM

NOTE CRM - Called Cx for Return Reminder
NOTE CRM - No Tel# on file, emailed final reminder

ORDER VISIBILITY REMINDER TO VERIFY ORDER INFORMATION TABS- Amazon Order Page, Amazon Returns Page, Amazon Messenger Page, CRM, FreshDesk Ticket


OUTBOUND REMINDER CALL SCRIPT

Hello NAME

  • This is a courtesy call from Autoplicity that your return was approved for ORDER# 111-2222222-3333333
  • We communicate with our customers through Amazon Messenger which will transmit messages to your default email tied to your account however your email server blocked our recent messages.
  • Please log into your Amazon account and or email to check our message (please check spam/junk folder).
  • If you've shipped this with a different label please provide us the tracking number to update your return.
  • All approved Returns must be completed within 30 days of your return approval date. 
  • We will close the return if this is not completed within our Return policy period of 30 days. 
  • Please feel free to reply back to our messages or call us toll-free at 800-299-1028 for further assistance Mon-Sat 9am - 5pm.



OUTBOUND REMINDER - NO TEL#, email the customer directly via Amazon messenger once last time


Hello < Name >,


This is a courtesy follow-up to an Open Return which was recently approved and remind you that all returned orders should be sent back within 30-days as per Amazon Returns guidelines. We approved your return request and uploaded a return label for your convenience, however we do not show that the return label has been activated for shipment and is still showing as pending since the label was created. 

PLEASE LOG INTO YOUR AMAZON ACCOUNT TO RETRIEVE YOUR MESSAGES - Please log into your Amazon account and or email to check our message (please check spam/junk folder). We communicate with our customers through Amazon Messenger which will transmit messages to your default email tied to your account however your email server blocked our recent messages.


If you returned this with another return label other than the label we uploaded in Amazon Returns, please reply back and let us know so we can verify and complete your return. If we do not receive this and the return policy period of 30 days has expired, we will presume that you wish to keep the item and will close the return request due to incomplete return shipment.

I have included the Return Label that was originally provided to you in addition to a link to our return tracking below:

< INSERT RETURN TRACKING LINK from Carrier Website>

Thank you,
< Name >