Wave 31 Quiz #4

What should we advise the customer for the below scenario?Customer wants to cancel the order even if order is still within the Promised Delivery Date.

Status: Ready to Ship

Delivery Type: Home Delivery

• Advise customer to reject the delivery at the doorstep

• Advise the customer to cancel the order on their Lazada app/website

• Advise the customer that we will cancel the order on their behalf

What is the correct contact reason for the below scenario?

Customer wants to cancel the order even if order is still within the Promised Delivery Date.

Status: Ready to Ship

• WIMO - (Within) Want to cancel - parcel with Seller

• WIMO - (Within) Want to cancel - parcel with Logistics

• WIMO - (Beyond) Want to cancel - Parcel with Seller

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

What does it mean if customer's order status is HANDLED by SELLER?

• The item is already packed by the seller/warehouse.

• The item is available in the seller's/warehouse's inventory list.

• The item will be handed over by the seller to 3PL

The clock that I ordered from Lazada is not working at all."What is the correct contact reason for this inquiry?

• PWIR > Damaged and Defective > Damaged Product

• PWIR > Damaged and Defective > Damaged Packaging

• PWIR > Damaged and Defective > Defective Product

"I order for XXL t-shirt but I received medium!"Choose the correct contact reason for this inquiry.

• PWIR > Wrong Item/ Not as Advertised > Wrong product

• PWIR > Wrong Item/ Not as Advertised > Wrong size

• PWIR > Wrong Item/ Not as Advertised > Not as advertised (Product Description/image)

"On your website, it says that if I get 2 bottles of shampoo, I will get one free bottle of conditioner. But I did not receive the conditioner!"Choose the correct contact reason for this inquiry.

• PWIR > Missing product > Missing item/Quantity mismatch

• PWIR > Missing product > Missing accessories

• PWIR > Missing product > Missing freebies

If customer did not receive their whole order, but the order was tagged as Delivered, what should our first question be?

• May I confirm if this is your correct address _____?

• Have you asked your neighbors/family members if they have received it on your behalf?

• Have you asked your building's receptionist?

If the customer did not receive the item, but the status is tagged as Delivered. The delivery type is Home Delivery/Standard, what detail does the customer need to check from 3PL's website?

• Proof of Delivery

• Tracking Number

• Order Number

If the customer did not receive the item and as you checked the 3PL's website , the status of the order is "Package Cancelled", to whom should you transfer the case?

• 3PL

• SWAT_PH

• Warehouse