Appeals Portal
The existing account status Appeals pages lacked transparency to key details, provided no notification title differentiation, and due to their subject matter, a pain point for users.
With Appeal Portal 2.0, sellers on the Amazon platform are presented with improved tools, additional attributes, notification action history, and a pre-formatted question/answer sheet to make seller account status appeals less stressful while improving transparency. The appeal workflow provides better information to Amazon so that processing time for an appeal can be shortened and the number of round trip clarifications from sellers, in order for Amazon associates to make decision, can be reduced.
Process Flow
User workflow illustrating multiple types of appeals, their related statuses, notification touch points, and sub-processes connections.
Wireframes
List page improvements include account status, notification status, read/unread, and filters. Appealable notifications improvements include inline appeal, inline help, type ahead for categorization, resizable input regions, character counts and limits, attachments, inline errors, SLA expectations, and communication history.
