Wave 26 Quiz 2

Who are you escalating to if the customer wants to cancel their delayed delivery the order status is shipped?

• PSC

• 3PL

• SME

What is the resolution for a customer's order that is within SLA and the customer is asking to have the delivery be expedited?

• Advise the customer that we will be coordinating with our courier to have the delivery be done ASAP.

• Inform the customer that they will need to contact the courier for them to request to have the delivery be done ASAP.

• Educate the customer that the delivery date is within the promised date and they just need to wait for the delivery. If in case that the item is not delivered by that date, then they can contact us back again.

Our seller has breached the lead time in fulfilling the order. Since there’s no guarantee that the item will be fulfilled by the seller, we have initiated a cancellation.

• Out of Stock

• Sourcing Delay

• Fraud

Ninja Van tagged the item delivered but the customer called in and is saying he didn't received the item. What will be the resolution you will be providing?

• Inform the customer that we will be escalating to the courier and will be requesting for the Proof of Delivery.

• Advise the customer that we will be coordinating with our courier to check with them why they tagged it delivered by the customer didn't received.

• Inform the customer that we will be getting an approval to process the whole refund for the missing delivery.

How long does the customer have to collect the item if they selected Ninja Van as a collection point.

• 5 days

• 3 days

• 1 days

What will be the resolution if a customer is wanting to change from self collection to home delivery?

• We apologize that we are unable to support the switch to other delivery options at the moment.

• Inform the customer that we will be contacting the courier and will keep them posted within 24 to 48 hours.

• We apologize that we are able to support the switch to other delivery options as of now.

What happens to a parcel if Ninja Van is full?

• Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 2 days, parcel will be returned to sender and a refund will be triggered.

• Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 3 days, parcel will be returned to sender and a refund will be triggered.

• Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 5 days, parcel will be returned to sender and a refund will be triggered.

What happens to a parcel if the Pop Station is full?

• SPP will attempt the for three days location the next day and if the popstation is still full, Speedpost will redirect to the nearest POPStation and inform customer via SMS.

• Speedpost will redirect to the nearest POPStation and inform customer via SMS.

• SPP will attempt the same location the next day and if the popstation is still full, Speedpost will redirect to the nearest POPStation and inform customer via SMS.

CS Team may coordinate with _______________ for a TaoBao item that has breached its delivery promise date.

• PSC_Outbound

• PSC_XB

• 3PL

The customer's order got cancelled and the reason is "Out of Stock". The refund had been processed back for the amount that the customer paid for with her credit card. How long will the refund be processed?

• Up to 10 banking days

• 3 to 5 banking days

• ASAP