Saks Final Exam - Returns

How much is the return label and who is the carrier?

• $9.95 Fedex

• $9.90 Fedex and USP

• $9.50 DHL and Fedex

• $9.00 USPS

How long does the customer have to return furs, jewelry, and watches from the date of purchase?

• 30 days

• 25 days

• 60 days

• 35 days

A customer initiated a return 10 days ago and would like to follow up on the status and refund. What should you do?

• Send an email to DC asking them to start an investigation with the carrier to find out what happened to the package.

• Create RNR and inform the customer that it will be resolved within 10-14 business days.

• Inform the customer that we have to wait within 14 business days to complete the return process and it is still within the time frame.

• Create a concession case and request for a full refund for the customer.

What information do you need to be able to track a return from Narvar?

• Customer's first and last Name

• Customer's email address

• Customer's order number and billing zip code

• Customer's Name and phone number

In OMS, what option do you have to choose to refund the shipping charge?

• Apply Holds

• Refund Amount Options

• Do Not Charge Shipping

• Why Am I Charged

What would you do if a customer is checking the status of a cancelled order with status code RM (RM)

• Tell the customer it was cancelled due to fraud

• Tell the customer to contact their bank and dispute the charges

• Tell the customer that their card has insufficient balance.

• Create a case under H2 Hard Decline and advise the customer that they will contacted by the Security Team.

Which tab in Borderfree do we go to create an RMA?

• Financial

• Support

• Emails

• Return

How do I flag an order to waive off the return fee?

• OMS/ Apply Holds

• Blue Martini/ Pencil

• CSMART/ Transaction History

• Borderfree/ Order Details

Your customer is upset because she received a blouse with a makeup stain on it. What is your next step?

• Issue a call tag, create a csmart ticket, and offer to replace another order.

• Issue a call tag, create an open case and offer to replace the order.

• Create a csmart ticket and offer to replace another order.

• Issue a call tag, offer to replace the order. Flag the order through OMS and make notations on the order.

Customers can return saks.com items to a Saks Off5th store.

• True

• False

• Maybe

• Not sure