WISMO Final Assessment

Miss Thompson called S5A because she's trying to place an order using her GC 6019000295473892 as MOP but it's not getting accepted. When you checked SmartClixx, the status is Closed, Zero Out on 07/31/2020. What should you do?

• Advise the customer that the GC has expired with $0.00 balance. Offer to assist in placing the order with a different MOP.

• Inform the customer that it was last used on 07/31/2020 and now has $0.00 balance. Ask for a different MOP to place the order.

• Reach out to a supervisor, Tier 2, or Credit Services to reactivate the GC and assist the customer in placing the order.

• Inform the customer that she can no longer use the GC since it's already expired. Ask for a different MOP to place the order.

Mr. Davis called Saks the second time because he is unable to process a return for item 0457052345922 . What specific features of the item would be the best information you can share to the customer?

• This item is considered final sale and may not be returned.

• This item is ineligible for return in-store.

• This item is ineligible for return via mail to the Distribution Center.

• All of the above.

How many days does a credit usually reflect on the account if the note on the order is "Added to spreadsheet for credit"?

• 3-5 business days after the note was added

• 7-10 business days after the note was added

• 10-14 business days after the note was added

• 7-14 business days after the note was added

The customer wants to verify why his order was cancelled. Cancellation status shows “(RM) RM - Decline - No reprocess”. What should be the next step?

• Create a concession case and inform the customer that someone from the Support Team will contact him within 24 hours.

• Submit a Risk Management form, inform the customer that someone from the Security department will contact him within 24-48 hours, re-process the order, honor the same price, and provide next day shipping.

• Submit a Risk Management form, and inform the customer that someone from the Security department will contact him within 24-48 hours before he can reprocess the order.

• Create a H2 Hard Decline case and inform the customer that someone from the Security department will contact him within 24-48 hours before he can reprocess the order.

We are currently experiencing delays in returns processing. Once a return is processed by our returns team, the customer will receive an email confirmation. After receiving the email, how many days would it take to reflect back on the original mode of payment?

• Up to 3 calendar days

• It would reflect immediately

• Up to 10-14 business days

• Up to 3 business days depending on the bank institution

13) Mrs. Smith wants to return the damaged item she received and doesn't want to pay for the prepaid shipping label fee. What should you do?

• Email TNDC

• Process the refund through SPA calculator

• Flag the item and uncheck charge prepaid shipping label in OMS

• Create a case under concession

When issuing a call tag, you can request a specific time for Fedex to pickup the merchandise?

• True

• False

Do we consider orders under Hold-Risk status as fraud orders?

• Yes

• No

Customer called in saying that Security Department left a voicemail and accidentally deleted the number. What should you do?

• Provide the Security Department number

• Submit a Hold-Risk Form

• Transfer the call to the Security Department

• Email the Security Department

Customer is claiming that a strange person stole his package.

• Ask for a proof,

• Transfer the call to the Security Department.

• Advice the customer to file a police report.

• Create a MNR Case.