Contents Change Simulation

Multiple Choice

Based on the order status shown in Shopify, are we able to approve the customer’s request to change the size right away?

• Yes, because the order is still unfulfilled.

• No, we need to verify if a warehouse is assigned first.

• Yes, cancellation is possible regardless of status.

• No, we need to confirm with OceanX before canceling.

Multiple Choice

Now, since we need to check if there’s a warehouse assigned to this order, which platform should we check to find the warehouse preparing it?

• Logiwa

• Ocean X Dashboard

• Global E

• Pipe 17

• Jazz

Multiple Choice

Now, based on the order status in Pipe17, can we proceed with the order modification?

• Yes – It’s still pending in Pipe17 with no tracking number yet, so we can immediately cancel it in Shopify and create a new order.

• No – Inform the customer that it’s too late to modify the order and advise them to return it upon delivery.

• Not yet – Submit a cancellation request to the Ocean X Help .

• Not yet – Submit a cancellation request to Radial.

Hotspot

Click on your screen, where can we identify which warehouse is assigned to this order?

Multiple Choice

You logged in to the Logiwa Portal and discovered that the order is in this status. Should we still proceed with the cancellation request?

• Yes- The only time we do not submit a request to Radial is when the status is Ready to Ship or Shipped.

• Yes- Regardless of the status, we still need to submit the request to Radial.

• No – The order is already in a status where changes cannot be made. For efficiency, we’ll just send the template stating that the order was not caught during its cancellable stage.

• No – The order is already assigned in Jazz, so the cancellation request should be submitted via the Jira Service Management tool.

Multiple Choice

How do we send a cancellation request to Logiwa?

• Via email using personal email

• Via email using TBC email

• Via Jira Service Management System

• Via 3PL Channel

• We can process the cancellation directly through the Jazz Platform.

Open Ended

Now let's send an email to Radial. Send it to [e-mail]. Write your request here!

Note: Order number is #4155175

Multiple Choice

What should be your next step after submitting a cancellation request to Radial to prevent the initial order from being fulfilled?

• Add "for-cancellation" tag in Shopify

• Add "cancel" tag in Shopify

• In your request to Radial, note the customer’s order modification request and ask them to confirm cancellation and provide the new order number with the changes.

• To save time, let’s go ahead and create the new order with the requested change while we wait for Radial’s confirmation.

Hotspot

Where do we put the for cancellation tag?

Multiple Choice

While waiting for Radial's response. Which of the following template should be used?

• Original Order Can Be Cancelled

• Original Order Cannot Be Cancelled - Domestic

• Initial Response While Waiting for Cancellation Request Update from the Warehouse

• Order Cannot be Cancelled via Radial/OCX - Not Shipped

Open Ended

Let's write a response to our customer! Write your response below.

Multiple Choice

Let’s test your skills in choosing the right contact reason! While we wait for Radial’s confirmation, which contact reason should you select when sending your initial response to the customer?

• Orders > Change of Contents > Order Did Not Ship > Not Canceled > Neutral Customer

• Orders > Change of Contents > Order Did Not Ship > Not Canceled > Upset Customer

• Orders > Change of Contents > Order Did Not Ship > Canceled > Neutral Customer

• Orders > Change of Contents > Order Shipped > RTS Unsuccessful

Multiple Choice

Now, how do we close the ticket in Zendesk

• Submit as Solved

• Submit as Pending

• Submit as Open

• Submit as For Review- LPL

Multiple Choice

You’ve promptly checked your email and confirmed that Radial has voided the order. What should you do next?

• Thank Radial for approving the cancellation. Then, update the customer that the changes will be emailed within 48 hours.

• Respond to Radial with the order details so they can process the replacement order.

• Refund the initial order and inform the customer that they can place a new order on the website.

• If the entire order is unfulfilled, cancel the order.

  If partially fulfilled, archive the order. (Applies to multiple items in one order)

Hotspot

Let's cancel the order! Where to start?

Hotspot

After clicking More Actions, what to click next?

Hotspot

Since we're processing a content change. Do we refund now or later?

Open Ended

Why did we select refund later on this scenario?

Multiple Choice

What's the most appropriate reason for cancellation on this scenario?

• Customer changed or canceled order

• Items Unavailable

• Staff Error

• Others

• Fraudulent Order

Multiple Choice

What to put here?

• Add any additional context or reason for canceling the order.

• Leave this blank—use the Shopify timeline instead to document notes.

• Include the confirmation or response received from Radial or OceanX.

• Note that the refund was approved by your lead or supervisor.

Multiple Choice

What's the guideline here?

• Leave them as is—those options are automatically selected when the overlay appears.

• Untick both; that’s the general rule.

• Tick both. Since the order is being cancelled, the inventory should be restocked, and the customer must always be notified.

• Always untick "Restock inventory" and only tick "Send notification to customer" if the customer needs to be informed about the cancellation.

Multiple Choice

We've cancelled the initial order and chosen to refund later, we're getting ready to process the replacement order. What are the 2 essential steps we must take before finally duplicating the Shopify tab?

• No additional steps needed; since the initial order is canceled, proceed directly with creating the replacement order.

• First, remove the “for-cancellation” tag, then check the availability of the requested item in Pipe17.

• Track the initial order using the Customer Care Internal Tracker and submit an inventory inquiry in the 3PL Slack channel.

• Get approval from your lead for the modification request and email the customer to offer shoe care accessories.

Multiple Choice

As a best practice. Why do we need to duplicate the Shopify tab?

• Because it’s the standard policy and the common practice that everyone follows.

• To ensure quick access to the original order, allowing us to copy, verify, and use its information when needed later.

Hotspot

Let’s begin creating the replacement order step by step. On your screen, which option should you click to duplicate the order?

Hotspot

After selecting More Actions, what is the next option you should click?

Multiple Choice

A new draft order is in the making. Let's begin with the Product section. What to do here?

• Search for the replacement item by SKU, then remove the duplicated original item.

• Click “Add custom item” without removing the original item.

• Click the item’s blue-highlighted price to apply a discount for the replacement.

• Click browse to find the item the customer wants for their replacement.

Multiple Select

Now in the Payment section: which of the following fields need to be edited in this scenario? Select all that apply.

• Add discount

• Add Shipping or delivery

• Estimated Tax

• Due Later Payment Option.

Hotspot

When we selected the Add Discount. There would be a new overlay. Select the option that we need to work on on this scenario.

Please note that this is a domestic order.

Multiple Choice

How much discount should be applied to the replacement pair in this scenario?

• $0 discount — the customer is responsible for paying the full amount of the replacement order.

• 100% discount on the item, with a $20 invoice added for the restocking fee.

• 100% discount — the replacement item is the same price as the original, with no additional charges.

• 100% discount on the item, with a $49 invoice added to cover the price difference of the new item.

Multiple Choice

What do we need to put on the reason for discount?

• Detailed explanation as to why we're adding a discount for this order.

• Shopify discount code plus the order number of the initial order.

  CX-EXCHANGE #4155175.

• Shopify discount code plus the order number of the initial order.

  CX-ORDERCHANGE

  #4155175.

• Shopify discount code plus the order number of the initial order.

  CX-Courtesy Discount

Hotspot

After the discount. Let's work on the shipping and delivery option. Which of these is the correct one to choose?

Multiple Choice

What's the shipping code and amount that we need to put here based on the scenario?

• 2-Day Shipping (Business days, if ordered by 2pm ET)

  $25 for the price

• We leave this blank

• Standard Courier

  $0 for the price

• Standard Shipping (3-5 business days)

  $0 for the price

Multiple Choice

What should we do with the "Payment due later" option in this step?

• Check the box

• Leave it unchecked at all times

Multiple Choice

What should we do with the Note section in the upper right corner?

• Document the action we took in Shopify

• This section is only used for automated notes

• Enter the original order number for reference

Multiple Choice

In the Customer Information section, do we need to make any changes for this scenario?

• Yes – Update the shipping address

• Yes – Update the customer name

• Yes – Update the email address

• This is an order modification only; no other changes were requested beyond the order details.

Hotspot

One last step to finalize and close the replacement order. What do we need to select here?

Multiple Choice

Let's get back to the customer with the good news. What template do we need to use here?

• Original Order Can Be Cancelled

• Initial Response While Waiting for Cancellation Request Update from the Warehouse

• Original Order Cannot Be Cancelled - Domestic

• Order Cannot be Cancelled via Radial/OCX - Not Shipped

Open Ended

Let's write up the email.

Multiple Choice

Based on the outcome of your request. Do we need to update the contact reason? If yes, what would it be?

• Orders > Change of Contents > Order Did Not Ship > Not Canceled > Neutral Customer

• Orders > Change of Contents > Order Did Not Ship > Not Canceled > Upset Customer

• Orders > Change of Contents > Order Did Not Ship > Canceled > Neutral Customer

• Orders > Change of Contents > Order Shipped > RTS Unsuccessful

• There's no need to update the contact reason.

Multiple Choice

Finally, how do we close the ticket in Zendesk

• Submit as Solved

• Submit as Pending

• Submit as Open

• Submit as For Review- LPL