LazMall PH Chat Quiz #5

Customer reported that she made a payment to the seller but she did not receive the item. When you asked for the order number, she mentioned that the order was not placed through the Lazada platform. It was an offline transaction with the seller but she said the seller is now unresponsive. How will you assist the customer?

• Advise that we will have this escalated to Alipay

• Advise that we will submit a fraud report and we will get back to the customer within 24-48 hours.

• Advise that she needs to report this to her local police station

What does a customer need to present to LBC for him/her to claim the refund to be withdrawn from Lazada wallet?

• A valid ID and remittance number

• A valid ID and mobile number

• A valid ID and order number

Customer was unable to provide all requirements in deactivating the account. What will you advise the customer?

• As long as you have provided 3 out of the 6 requirements, we can already deactivate the account.

• We will be needing you to submit all requirements for us to be able to deactivate your account.

• You have already provided enough requirements for us to deactivate your account.

Who will assist us in deactivating the customer's account?

• Digital Team

• Alipay

• Supervisor

What is the expiration date of the LBC remittance code?

• 48 hours

• 10 days

• 15 days

Customer would like to request to have his name be modified so that it will match his name on the valid ID as she gets her LBC remittance. After getting the details from the customer, to which group should we forward the request?

• Forward the request to TL via DingTalk

• Forward the request to TP-FCT via DingTalk

• Forward the request to Digital Team via child case

After customer provided the details for the name modification for the LBC remittance, what must the customer do next?

• Advise the customer to change her name on her Lazada account.

• Advise the customer to contact LBC to request for her name to be modified.

• Advise to wait for the supervisor's call for the name modification request

If customer wants to change the email address on his Lazada account, which part of the Lazada website can he change his account details?

• Address Book

• Manage My Account

• Help Center

From which Lazada email address will the customer receive the LBC remittance code?

• [e-mail]

• [e-mail]

• [e-mail]

What is the case submission as we submit the FRAUD REPORT form for the customer?

• On Hold

• Pending

• Resolve