KC 44

What brands are not included in Falcon? Select all that apply

• EEZ-Y
• POWER PRACTICAL
• AMZ STUFF
• DND

TRUE OR FALSE. Falcon is a tool where we remove request to remove a negative feedback.

• TRUE

• FALSE

• MAYBE

In line with our drive to promote and highlight our excellent customer service, we will start to track all Positive Feedback/accolades about customer service in which form/tracker?

• General Follow-Up Tracker
• All Brands - Positive Customer Feedback Form
• All Brands Replacement / Refund Tracker
• We don’t track Positive Feedback/accolades
• Happiest Customer Tracker

The customer has been using the product for more than 2 months already and it broke. The representative processed the replacement. What is the replacement tagging for this type of scenario?

• Defective

• Damaged

• Warranty Claims

• Quality Issue

• Wrong Product Received

OOS: Once we log information to the OOS Waiting List, we don't need to do anything else. The Brand AM will take care of the rest.

• YES
• NO
• MAYBE

You received a BM that requires a replacement but you only have the city, state and the zip code. What are the steps that you need to do before asking for the complete shipping address?

• Download the Fulfillment Report in Seller Central.
• Go to customer Data Folder and search for the address using the Order ID
• Perform Sherlock Holmes
• Check the email/conversation and see if the address has been discussed previously.

Using the Customer Data Shared Drive, locate the address associated with Order ID 113-1864731-0314617. Brand: Fedmax. Purchase date: Mon, Mar 15, 2021 .

• 6246 E RIVERSIDE BLVD LOVES PARK IL 61111-4418

• 3148 PENLAND DR UNIT B MARIETTA GA 30066-4041

• 347 ST EDWARD DR DANDRIDGE TN 37725-6352

• 2800 BISCAYNE BLVD PH FLOOR MIAMI FL 33137-4528

True or False: We still report this type of offer in our PRISM trackers.

• TRUE

• FALSE

• MAYBE

In which scenarios do we submit an Order Claim in Deliverr?

• Tracking number indicates that the order is delivered, but the customer haven't received the order.
• Customer complains about non receipt of the product he ordered yesterday.
• Customer complains about the quality of the product he received.
• The order is stuck in Transit for 2 weeks now.

Which of the following tags should be properly filled up once we have processed a refund for a customer who did not receive their order at all?

• Possible Refund/Replacement
• Missed Estimated Delivery - Lost in Transit
• Post Purchase
• Refund