Pod 1

Agent should refund the customer for the full amount of the item cost when the customer denies our partial refund offer?

• True

• False

If a merchant offers a 2% refund, should we forward this offer to the customer?

• No, send the CR: MM > Partial or Prepaid option (HVI)

• Yes, forward it to customer and process refund

Agents should only offer Partial refunds to items that cost $50 - $99.

• True

• False

What is the promo value agent is allowed to give upon creating a promo discount for a customer?

• 75% (max $20 value)

• 25% (max $10 value)

• 30% (max $100 value)

• 50% (max $100 value)

What issue type to use if a user used prepaid return label, and the prepaid return label tracking shows it was returned to the customer.

• Return Process > Unable to Download Return Label

• Return Process > Return is Returned to Customer

• Return Process > Hasn't Received Refund

• Return Process > Merchant refuses to refund

Customer mentions that the solar powered light is not working even though they made sure that it would get enough solar light.

What would be the correct Issue Type for their concern?

• Item does not work as described

• Item is poor quality

• Item does not match listings information

• Item is damaged

Customer ordered a $20 hair clipper with 2 extra combs from a regular merchant. However, they only received the hair clipper.

What should the agent do next?

• Message the merchant and ask for the missing items/part

• Process refund RR: Item is missing item or parts

• Process refund RR: Product listing is missing information

• Message the merchant and ask for a prepaid return label

EU users have the right to withdraw from purchase for a full refund at any time starting from the order’s purchase date, up to 14 business days of receiving the item (Carrier Delivered Date).

• True

• False

What’s the best course of action if a product has Deleted SKU, and is Sold Out: No?

• Ask for one photo of the entire item without the packaging and provide a 30% promo code on top of a full refund.

• Report the product, ask for valid photos and clear descriptions, and process a full refund.

• Escalate it under Technical Issue > Merchant Behavior with Escalation Note: Deleted SKU, Not Sold Out on Wish.com

What are the 2 exceptions where agents will not need to escalate SHVI:

• Merchant has agreed to a refund and leave a refund comment “merchant agreed to refund”

• Merchant is on vacation or disabled and leave a refund comment “merchant is on vacation/or disabled; no contact available”

• Merchant did not respond in 48hrs

• Item is damaged with valid photos