CS Chat Wave 2 Final Assessment

Jane's returned item has been picked up by Ninjavan yesterday. She wants to know if the seller has received the said item already. What will you advise Jane?

• Please allow 7 business days for the return parcel to be returned back to the seller for quality evaluation. If you do have additional concerns on the return parcel journey, you may contact the courier partner, Ninjavan.

• Yes. The item has been received by our seller. Please allow 3 business days for our seller to perform the quality evaluation.

• Please allow 15 business days for the return parcel to be returned back to the seller for quality evaluation. If you do have additional concerns on the return parcel journey, you may contact the courier partner, Ninjavan.

Hannah is complaining because she was expecting to receive a mobile phone. But when she opened her package, she received a medium sized stone. How will you assist her?

• Transfer parent case ownership to CSC_SWAT_PH or L2.

• Transfer parent case ownership to CSC_Fraud_SWAT.

• Advise the customer to submit ORF.

Return Type: DRTM

Customer wants to dispute on the "Return_Rejected" decision on her return request. What will you do to assist the customer?

• Escalate to Warehouse

• Escalate to SWAT_PH

• Advise customer to raise a dispute by clicking on DISPUTE button

Leah wants to know the status of her Dispute case. How long will it take for a Dispute team to work on customer's Dispute case?

• 5 working days

• 7 working days

• 3 working days

The customer has encountered this error message during checkout. What will be the first step that you will take as you assist the customer?

• Ask for screenshot of the error message and transfer case ownership to L2.

• Transfer the parent case ownership to BizRisk.

• Check GRS tool if customer is blacklisted based on the reply template.

The customer has encountered this error upon checkout. If customer is identified as blacklisted based on the GRS tool, what should be the contact reason of our case?

• CSC>>Website & Mobile application>>Problem during placing an order>>Bizrisk GRS Flag

• CSC>>Website & Mobile application>>Problem during placing an order>>Not able to checkout order

• CSC>>Website & Mobile application>>Problem during placing an order>>Issue on choosing payment method

Jeff wants to deactivate his Lazada account because he is migrating to another country soon. He is currently using an Android phone. What should be our handling?

• After providing important information about deactivation, if he is decided to deactivate the account, we will transfer the case ownership to SWAT_SG.

• After providing important information about deactivation, if he is decided to deactivate the account, we will advise the steps on how he can deactivate it via his mobile app.

• After providing important information about deactivation, if he is decided to deactivate the account, we will transfer the case ownership to L2 team.

Lana wants to cancel her order because she found a cheaper product somewhere else. What will be the contact reason for this case?

• WIMO >> Beyond delivery promise date >> Wants to Cancel - Parcel with Logistics

• WIMO >> Beyond delivery promise date >> Wants to Cancel - Parcel with Seller

• WIMO >> Within delivery promise date >> Wants to Cancel - Parcel with logistics

Customer's order was tagged as DELIVERED but he claims that he did not receive the order. No one received it on his behalf and he does not recognize the POD on the courier's website. What should be the contact reason for this scenario?

• Shipping & Delivery Related > Shipping & Delivery Related Problem > Delivered, but no physical item received

• Shipping & Delivery Related > Shipping & Delivery Related Problem > Deny receiving after providing POD

• Shipping & Delivery Related > Shipping & Delivery Related Problem > Status mismatch between Lazada and LEL/3PL

"I ordered the Samsung mobile but when I checked the box, the charger is not included." When you checked the PDP, the charger is included in the box along with the main item (mobile). Choose the correct contact reason for this inquiry.

• PWIR > Missing Product > Missing Freebies

• PWIR > Missing Product > Missing Accessories

• PWIR > Missing Product > Missing item/quantity mismatch