1. What is WMS?
WMS = Where's My Stuff
WMS is related to:
• Order Tracking
• Delivery Status
• Delayed Orders
• Shipment Updates
• Delivered but Not Received Cases
Example Customer Questions
• Where is my order?
• When will my order arrive?
• Why is my order delayed?
• Tracking is not updating.
• Tracking shows delivered but I did not receive it.
2. Delivery Models
FBA (Fulfilled By Amazon)
Meaning
Amazon stores, packs, and delivers the product.
Responsibility
Work Who Does It?
Store Product Amazon
Pack Product Amazon
Deliver Product Amazon
Easy Line
Amazon does everything.
EZCS (Easy Ship)
Meaning
Seller stores and packs the product. Amazon only delivers the product.
Responsibility
Work Who Does It?
Store Product Seller
Pack Product Seller
Deliver Product Amazon
Easy Line
Seller packs, Amazon delivers.
MFN (Merchant Fulfilled Network)
Meaning
Seller stores, packs, and delivers the product.
Responsibility
Work Who Does It?
Store Product Seller
Pack Product Seller
Deliver Product Seller
Easy Line
Seller does everything.
3. Important Delivery Terms
EDT (Estimated Delivery Date)
Meaning
Expected delivery date.
Example
Delivery by 30 July.
4. FRD (First Revised Date)
Meaning
New delivery date after delay. The customer becomes eligible for a refund after the FRD is
crossed.
Example
Original Date:
30 July
Revised Date:
2 August
FRD Gold
Meaning
High-priority delayed delivery case.
Easy Line
Special attention is given to the delayed order.
5. Common Delivery Issues
TSDBNR
Full Form
Tracking Shows Delivered But Not Received
Meaning
Tracking shows delivered.
Customer says they did not receive the order.
Example
Customer:
My order tracking page shows that the item has been delivered, but I have not received the
package.
Solution
• Verify the order details.
• Ask the customer to check with family members, neighbours, or security.
• Follow the investigation process and provide a refund or replacement if eligible.
Short Script
Customer:
My order shows delivered, but I did not receive it.
Agent:
I understand your concern. Let me check the details for you.
(Checking)
Agent:
Thank you for your patience. I can see that the order is marked as delivered.
Agent:
Have you checked with your family members, neighbours, or security guard?
Customer:
Yes, I have checked.
Agent:
Thank you for confirming.
Agent:
In this case, I will create an investigation request for you.
Agent:
Once the investigation is completed, we will provide the appropriate resolution as per the
process.
Customer:
Okay.
Agent:
Is there anything else I can help you with today?
Customer:
No.
Agent:
Thank you for contacting Amazon Customer Support. Have a great day ahead.
Easy Memory Formula
Verify → Check → Investigate → Refund/Replacement (if eligible)
6. DART
Full Form
Delivery Attempt Related Trouble
Meaning
A delivery attempt was made, but the order was not delivered.
Example
Customer:
Why was my order not delivered?
Script
Agent:
Hello, thank you for contacting Amazon Customer Support. My name is Vivek. How may I help
you today?
Customer:
Why was my order not delivered?
Agent:
I understand your concern. May I have your order ID, please?
Customer:
Yes, my order ID is 123456.
Agent:
Thank you. Please allow me a moment while I check the details.
(Checking)
Agent:
Thank you for your patience.
Agent:
I can see that a delivery attempt was made, but the order could not be delivered.
Agent:
I apologize for the inconvenience.
Agent:
The delivery team will try to deliver your order again.
Agent:
Please wait for the next delivery attempt.
Customer:
Okay.
Agent:
Is there anything else I can help you with today?
Customer:
No.
Agent:
Thank you for contacting Amazon Customer Support. Have a great day ahead.
CALL FLOW:-
Greeting → Order ID → Check → Apology → Resolution → Closing
7. KPI
KPI = Key Performance Indicator
Meaning
Used to measure employee performance.
Examples
• CSAT
• AHT
• PRR
• RAP
• Attendance
• FCR
Easy Line
KPI measures how well you are performing.
8. PRR
PRR = Positive Response Rate
Formula
(Total Yes Responses - Total No Responses) ÷ Total Yes or No Responses × 100
Meaning
Measures positive customer responses.
Easy Line
Higher PRR means more satisfied customers.
9. RAP
RAP = Repeated Adjusted Positive Response Rate
Formula
(Total Yes Responses - Repeated Positive Responses) ÷ Total Yes or No Responses × 100
Meaning
Measures positive responses while considering repeat contacts.
Easy Line
The issue should not make the customer contact again and again.
10. CSAT
CSAT = Customer Satisfaction
Formula
Positive Responses ÷ Total Responses × 100
Meaning
Measures customer satisfaction.
Easy Line
Higher CSAT means happier customers.
11. AHT
AHT = Average Handle Time
Formula
Total Handling Time ÷ Total Calls
Meaning
Average time spent on each call.
Easy Line
Resolve customer issues efficiently.
12. FCR
FCR = First Contact Resolution
Formula
Issues Resolved in First Contact ÷ Total Issues × 100
Meaning
Issue solved in the first interaction.
Easy Line
Customer should not need to call again.
13. WMS Call Script (Order Tracking)
Customer
Where is my order?
Agent
I understand your concern.
May I have your order ID, please?
(Customer gives Order ID)
Agent
Thank you.
Please allow me a moment while I check the details.
(Check order)
Agent
Thank you for your patience.
I have checked your order details.
Your order is currently in transit.
The estimated delivery date is 30 July.
I request you to wait until the delivery date.
14. Delayed Order Script
Customer
My order is delayed.
Agent
I apologize for the delay.
I have checked the details.
The delivery date has been revised.
The new delivery date is 2 August.
Thank you for your patience.
15. Final Revision
Delivery Models
• FBA → Amazon does everything
• EZCS → Seller packs, Amazon delivers
• MFN → Seller does everything
Delivery Terms
• WMS → Where's My Stuff
• EDT → Expected delivery date
• FRD → Revised delivery date
• FRD Gold → Priority delay case
• TSDBNR → Delivered but not received
• DART → Delivery attempt failed
Metrics
• KPI → Performance measurement
• PRR → Positive Response Rate
• RAP → Repeat Adjusted Positive Response Rate
• CSAT → Customer Satisfaction
• AHT → Average Handle Time
• FCR → First Contact Resolution
