AOL Certified Merchant Program

Transcription

1 AOL Certified Merchant Program

2 Overview Started in 1996, and currenty incuding approximatey 300 Merchant Partners, the AOL Certified Merchant Program strives to set the highest standards for customer service, reiabiity and trust. It enabes our Merchant Partners, who are a part of the Shopping Channe within the AOL service, to be eaders in the onine retaiing industry and aows our members to shop onine with confidence.

3 Process Contractua obigation A commerce-enabed partners must abide by the Shop@ Certified Merchant Program. Communication of requirements Participation criteria and requirements articuated ceary to partners prior to aunch, during the aunch process, as we as via reguar communication.

4 Process, cont. Launch Signoff The aunch process requires every Merchant Partner to be meet a requirements and be approved by the Merchant Integrity Manager. Internet Services Signoff A merchants must aso receive approva from the Internet Services Team prior to aunch - this entais a ten day technica testing period, which ensures the security, privacy and transactiona capacity of the Merchant Partner site.

5 Process, cont. Compiance Monitoring. Continua monitoring via Mystery Shopping, customer feedback, and reguar third party audits Penaties for Noncompiance. Merchant Partners ose their Certified Merchant standing, incrementa promotion, pacement on Store Directory, etc. Marketing. AOL Guarantee, Certified Merchant Sea and robust Customer Service area reinforces the importance of this program and our commitment to the best onine shopping experience.

6 Requirements Merchant Partners must meet estabished requirements and provide fu information to consumers regarding: Security Privacy Pricing and Avaiabiity Product Warranties Payment Procedures Shipping Rates and Poicies Return Poicy Contact Information Consumer Management of Account Gift Services

7 Member Services Support There are 3 ways to contact the Shop@AOL Member Services team - via phone, emai or ive chat. 24 hours a day, 365 days a year.

8 Member inquiries The number of inquiries that members ask of the Member Services team fuctuates depending on the season/hoiday. On average about 3500 tota inquiries come in weeky via phone, emai and ive chat.

9 Member inquiries, cont. The top two inquiries that come in are regarding order status and returns. A inquiries are responded to within 24 hours, and Shop@ requires a merchants to respond to the members inquiries within one business day.

10 Resoution Process, cont.

11 Resoution Process - Case 1.Member contacts the Shop@ Member Services (MS) team regarding a ost order. 2.MS team forwards issue to merchant in question, prefacing the issue with a synopsis of the member s probem, whie requesting a timey resoution.

12 Resoution Process, cont. 3.The merchant wi then work with member to find the ost order, whie continuing to keep MS team abreast of the issue. 4.If resoution satisfactory to member is not reached, the MS team wi then escaate issue to the Certified Merchant manager, fie it in the escaation fie, whie constanty checking on status of member issue.

13 Resoution Process, cont. 5.Certified Merchant manager wi work with merchant, reviewing situation, and decide upon an acceptabe soution. 6.Soution is made on a case by case basis, and merchant responds to member with newy made resoution.

14 Resoution Process, cont. Approximatey 95% of a member issues have been resoved in the member s favor.

15 Certified Merchants and the Support System Merchant Standards *Certified Merchant Program *TOS, Privacy Poicy *Fraud and Security Management *Reguatory Standards *Pubic Poicy and Perceptions *Business Reationships Feedback to Merchants *Semi-annua Mystery Shop reports *Share Member Feedback *Forma notification *Fraud and Risk Management Certified Merchant Guarantee *Back Merchant Poicies *Guarantee against fraud *Ensure a Merchants offer the highest eve of security Commerce Business Practices Compiance Monitoring *Monitor Member Feedback *Reguar audits by Merchant Integrity team *Mystery Shopping resuts by Erick & Lavidge Member Services and support *Emai assistance *Live onine hep *To-Free teephone support