If you receive feedback regarding a specific order, and need to follow up, you will need to start with reviewing the call that was taken. Generally, the stores should be providing some details to the order in question such as customer phone number and order number.

 

To locate a call when you have the customer phone number:

  1. Navigate to the contact search portion of Amazon Connect (https://ariadevccnv.my.connect.aws/contact-search)
  2. Click the 'Time range' field and click the day the issue was reported (click twice to select just that single day), then click apply.
  3. Click 'Add filter' button and select 'Customer phone number'.
  4. Make sure Country code and phone number is selected, and type +1 under country code, then enter the customer's phone number (without spaces) and press enter.


To locate a call without the customer's phone number:

  1. Determine the store's DID number using the store provisioning tool and copy the DID number. 
  2. Navigate to the contact search portion of Amazon Connect (https://ariadevccnv.my.connect.aws/contact-search)
  3. Click the 'Time range' field and click the day the issue was reported (click twice to select just that single day), then click apply.
  4. Click 'Add filter' button and select 'System phone number'.
  5. Type + then paste the DID number, then select the checkbox next to the number, then click apply.
  6. You can try adding the 'Words or phrases' filter as well and enter the order number, but at this time, that is not a reliable search term. You should view the time the ticket was created and start looking backwards at that day for the order number in the last few entries of the transcript.