Manage Consumer Mailboxes

This guide is essential for effectively managing consumer mailboxes across various platforms like Amazon, Walmart, and eBay. It provides a step-by-step process for handling messages, feedback, chargebacks, returns, and refunds, ensuring that users can maintain a positive relationship with customers. By following this guide, users can streamline their operations, improve customer service, and address any issues promptly, ultimately enhancing their overall business performance.

Jennifer Cummings
70 steps
5 minutes

Click "Inbox" associated with the consumer account you are managing. (AZ, Wal-mart, Ebay, etc.)

Click "Continue"

Click "Password"

Retrieve Two-Step Verification and enter then Click "Sign in"

Click "United States" (Amazon)

Click "Select account"

Click "Messages" Review any new messages for action.

Click "Navigation menu" Review various areas of our relationship with site.

Tip! The next steps are to review feedback, chargebacks, returns, etc.

Click Feedback Manager

Review stats for any significant change or required action.

Alert! If feedback rating is 1 - 3, contact customer via Amazon Marketplace and respond with the AMZ Feedback Response Message.

AMZ Feedback Response Message

Click "Navigation menu"

Click "A-to-z Guarantee Claims"

Tip! See Separate Article on Actioning AZ Chargeback Steps.

If there is a A-to-Z Claim, contact customer via Amazon Marketplace and respond using the Amazon Message "shipped order including - note carrier and tracking number".

Shipped Order Message

Action open claims

Tip! See Separate Article on Actioning AZ Chargeback Steps.

Click "Navigation menu"

Click "Chargeback Claims"

If there is a Chargeback Claim, Enter the Ship Date, Shipping Method, Shipping Speed & Tracking ID in the fields provided.

Contact Customer via Amazon Marketplace and respond using the Amazon Message "shipped order including - note carrier and tracking number".

Click "Navigation menu"

Tip! Review Returns DAILY!

Click "Manage Returns"

Alert! Action RMA, return labels/documents in PS and in the Consumer Webpage as needed.

Click "More information". Review return reason and buyer comments.

Submit billing worksheet or create RMA, whichever is necessary. Add notes to Order, RMA. Include return reason, buyer comments, AZ#, item info, bw details, etc. and Return tracking #.

Click "Edit Authorization" Add RMA # (after creating in PS) and message customer. See below steps.

Add notes to order & RMA; Collections Workbench

Tip! After creating return/replacement; return and add/complete process in Amazon Marketplace.

Return to Amazon Page - add RMA number here

Click in Message Box and ensure correct message is added/updated. USE the appropriate Amazon Response.

Click "Save"

If there is a "replacement requested" flag on return, Amazon will setup the replacement order at no cost. RMA should be setup as RETURN no credit due. Send customer "return instructions" **without** the "a refund will be issued through [amazon.com](http://amazon.com) once product has been returned and inspected".

Processing Return/Credit/Label screen.

If label is required, create a UPS label for return. Send Prepaid return instructions.

Next Page View after saving

Return to PeopleSoft & Click "Query Viewer"

Tip! Access Query: 2K_Consumer_RMAS

Click "Choose a date Beginning Date" Run from day before to today. On Mondays, include Friday-Monday.

Click "View Results"

Click Downloads to open results "2K_CONSUMER_RMAS\_########.xlsx"

Click "Collections Workbench"

Click "Collections Workbench" Enter Customer #.

Click "Collections Workbench" Search

Click "Collections Workbench" Items tab.

Select invoice ID from spreadsheet.

Click "Collections Workbench" Filter Items

Change Open to ALL

copy/paste associated invoice number (FROM spreadsheet)

Add notes to collections Workbench for that invoice.

Return to Amazon Marketplace to complete refund.

Click "Search" copy/paste AZ order reference.

Click "Search"

Click "Refund Order"

Click to select reason for refund.

Select appropriate response.

Select Units to be Refunded (Quantity and Amount).

Click "Submit" to issue refund.

Return to spreadsheet with query results.

Alert! Review each order and RMA in PS, including notes provided on each to determine if the refund to be issued is valid. If no refund is due or if a refund has already been made, delete from excel spreadsheet. If a Refund is due, add the reason and the department generating error to the excel spreadsheet. *refer to billing worksheet options*.

Tip! TARGET refunds - send target refund email to Connie Ellis, April Otto, Sydney Parker. Add notes in Order, RMA, Collections workbench. Delete from Excel Spreadsheet. Subject line: Target Refund - current date (month/day/year); body of email contains Target order number, Kaplan order number, refund amount, customer name, item number, item description, qty, return reason.

Tip! Walmart, Macy's, eBay - submit billing worksheet for refund and add notes to order, RMA and collections workbench. Save that portion of the spreadsheet to the refund folder on the CSC folder.

*Copy AZ returns to separate spreadsheet to save under AZ refunds.*

*Save Spreadsheet* - Click "File Tab"

Click "Save As"

Click "Browse"

Navigate to "kap3020b/CSC/Consumer-MyKaplan" folder.

Select Consumer-MyKaplan

Select Consumer Folder

Select Refunds

Select Month

Select Year

Select AMZ Refund

Rename as AMZ Refund and date

Click "Save"

Manage Consumer Mailboxes

Jennifer Cummings
70 steps
5 minutes

Click "Inbox" associated with the consumer account you are managing. (AZ, Wal-mart, Ebay, etc.)

Click "Continue"

Click "Password"

Retrieve Two-Step Verification and enter then Click "Sign in"

Click "United States" (Amazon)

Click "Select account"

Click "Messages" Review any new messages for action.

Click "Navigation menu" Review various areas of our relationship with site.

Tip! The next steps are to review feedback, chargebacks, returns, etc.

Click Feedback Manager

Review stats for any significant change or required action.

Alert! If feedback rating is 1 - 3, contact customer via Amazon Marketplace and respond with the AMZ Feedback Response Message.

AMZ Feedback Response Message

Click "Navigation menu"

Click "A-to-z Guarantee Claims"

Tip! See Separate Article on Actioning AZ Chargeback Steps.

If there is a A-to-Z Claim, contact customer via Amazon Marketplace and respond using the Amazon Message "shipped order including - note carrier and tracking number".

Shipped Order Message

Action open claims

Tip! See Separate Article on Actioning AZ Chargeback Steps.

Click "Navigation menu"

Click "Chargeback Claims"

If there is a Chargeback Claim, Enter the Ship Date, Shipping Method, Shipping Speed & Tracking ID in the fields provided.

Contact Customer via Amazon Marketplace and respond using the Amazon Message "shipped order including - note carrier and tracking number".

Click "Navigation menu"

Tip! Review Returns DAILY!

Click "Manage Returns"

Alert! Action RMA, return labels/documents in PS and in the Consumer Webpage as needed.

Click "More information". Review return reason and buyer comments.

Submit billing worksheet or create RMA, whichever is necessary. Add notes to Order, RMA. Include return reason, buyer comments, AZ#, item info, bw details, etc. and Return tracking #.

Click "Edit Authorization" Add RMA # (after creating in PS) and message customer. See below steps.

Add notes to order & RMA; Collections Workbench

Tip! After creating return/replacement; return and add/complete process in Amazon Marketplace.

Return to Amazon Page - add RMA number here

Click in Message Box and ensure correct message is added/updated. USE the appropriate Amazon Response.

Click "Save"

Processing Return/Credit/Label screen.

If label is required, create a UPS label for return. Send Prepaid return instructions.

Next Page View after saving

Return to PeopleSoft & Click "Query Viewer"

Tip! Access Query: 2K_Consumer_RMAS

Click "Choose a date Beginning Date" Run from day before to today. On Mondays, include Friday-Monday.

Click "View Results"

Click Downloads to open results "2K_CONSUMER_RMAS\_########.xlsx"

Click "Collections Workbench"

Click "Collections Workbench" Enter Customer #.

Click "Collections Workbench" Search

Click "Collections Workbench" Items tab.

Select invoice ID from spreadsheet.

Click "Collections Workbench" Filter Items

Change Open to ALL

copy/paste associated invoice number (FROM spreadsheet)

Add notes to collections Workbench for that invoice.

Return to Amazon Marketplace to complete refund.

Click "Search" copy/paste AZ order reference.

Click "Search"

Click "Refund Order"

Click to select reason for refund.

Select appropriate response.

Select Units to be Refunded (Quantity and Amount).

Click "Submit" to issue refund.

Return to spreadsheet with query results.

Tip! Walmart, Macy's, eBay - submit billing worksheet for refund and add notes to order, RMA and collections workbench. Save that portion of the spreadsheet to the refund folder on the CSC folder.

*Copy AZ returns to separate spreadsheet to save under AZ refunds.*

*Save Spreadsheet* - Click "File Tab"

Click "Save As"

Click "Browse"

Navigate to "kap3020b/CSC/Consumer-MyKaplan" folder.

Select Consumer-MyKaplan

Select Consumer Folder

Select Refunds

Select Month

Select Year

Select AMZ Refund

Rename as AMZ Refund and date

Click "Save"