Dash Replenishment Management and Reorders
Requirements for CX Review
Please include customer flows and mockups that show everyday usage of Dash Replenishment. This will encompass aspects such as:
- What is the customers experience when supply is low and order is placed (notifications, supply status indicators, sounds, etc.)
- What is the customers experience when supply is replenished (notifications, supply status indicators, sounds, etc.)
- How customers access DRS settings from your device/app
- If you have an inventory management system, show how product status/level is shown
Things to consider
- Will you integrate DRS settings (replenishable product, inventory, etc) into your device settings or will you direct customers to the DRS webview?
- Do you have a way to display to customers if DRS is enabled or not? Is there a way to surface this information without opening Amazon DRS Settings web page?
- What kind of notifications do you have in place around device status, ordering, low supply, etc.?
- Where will customers look for help setting up DRS for their device? Is there a user manual or FAQ section that includes DRS help topics? Will your customer service representatives know to how to help customers with DRS questions?
- What happens for customers when your device is discontinued? (i.e., Printers replaced with a new model, we need to ensure this experience still works and the ink is available for replenishment.)
- Is it clear to customers can pause the service temporarily instead of deregistering?
Best Practices
Device Deregistration
There are two ways a customers can deregister their device from DRS, the first being by navigating to My Content and Devices on Amazon.com. The second is by customers contacting your customer service, in which deregistration can happen remotely. While there's no specific CX elements to review, it's important to ensure this component has be thought through for customers. Find out more the SNS notification that Amazon sends when a customer deregisters in our docs.
Always send just enough
If you also manufacture the consumables associated with your device, you should make a single increment of refill available for order through DRS. This removes the customer’s need to stock-pile items in their home. In the event that a single increment of a refill is not practical, you should offer a refill pack that lasts up to a month.
Customer Service
Amazon will provide customer service support for any DRS order-related inquiries (e.g., tracking shipments, payment questions, etc.). You are responsible for any other customer service inquiries, including topics such as device setup, Wi-Fi connectivity, connectivity to your services outside the scope of DRS, product hardware defects, etc.
In the event that a customer contacts you with a DRS order-related inquiry, you must take the following actions to connect a customer with Amazon:
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Email: Send the customer an email with the following link to Amazon’s self-service Contact Us page.
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Phone: The device maker’s customer service agent will transfer the call to an Amazon customer service agent. Amazon will provide the device maker with details on how to transfer calls to an Amazon customer service agent prior to a device maker making automatic replenishment commercially available for their device.
Amazon should send DRS event emails
For DRS related customer communication, Amazon uses its existing email infrastructure for a consistent customer experience. Customers receive emails when an order has been placed, when it has shipped, or when important changes are made to their DRS subscription settings (e.g., subscribing to the service). To avoid duplication, you should not communicate DRS order/status events to customers.
Example Customer Flows
Low Supply Customer Flow
Replenished Supply Customer Flow
Last updated: Feb 14, 2019