PH Chat Wave 32 Quiz #5

Customer reported that she made a bill payment to PLDT 2 hours ago but the payment is not yet reflected, what will we advise the customer?

• We will escalate to TL for further assistance

• Advise customer to wait for 24 hours for payment to reflect

• Advise customer to wait for 48 hours for payment to reflect

The customer is asking for his crossborder sales invoice. The customer provided all needed details for the request. What will be your FIRST STEP as you assist the customer?

• Advise customer to submit ORF for the sales invoice.

• Advise customer that we can’t provide a copy of the sales invoice for items shipped from abroad.

• Check Retail Sales Invoice folder and search invoice via delivery date and order number

The customer is asking for his retail sales invoice. The customer provided all needed details for the request. What will be your FIRST STEP as you assist the customer?

• Check the Retail Sales Invoice Folder and select the delivered date and find the sales invoice via order number

• Escalate to TL so that they can request from Inhouse the sales invoice of the customer

• Create a case and transfer to CSC_Retail_SI to ask on the sales invoice of the customer

A customer can request for a marketplace sales invoice if the request is still within ___ days.

• 30

• 15

• 20

A customer can request for a retail sales invoice if the request is still within ___ days.

• 30

• 15

• 20

Customer made a payment through debit card. When will they receive the refund after this was issued by Lazada?

• It will take within 5 to 45 banking days.

• It will take within 5 to 15 banking days.

• It will take within 5 to 10 banking days.

Customer made a payment through credit card. When will they receive their refund after this was issued by Lazada?

• It will take within 5-15 banking days.

• It will take within 5-45 banking days.

• It will take within 5-10 banking days.

What is the case submission of a parent case if we are to transfer the child case to another department?

• Resolve

• On Hold

• Pending

• Resolve

Customer wants to get the service center details for a local marketplace item that he bought. The item is defective and is already beyond the return policy. What should be our first step in assisting the customer?

• Ask the customer if he had already contacted the seller via IM for the service center details.

• Create a child case and send email to the seller

• Process the refund for the customer

If the seller is unresponsive to the customer who is asking for the sales invoice for a marketplace item, what should be our next step in helping the customer?

• Proceed in processing the refund.

• Create a child case and send email to the seller (SLA: 72 hours)

• Create a child case and send email to the seller (SLA: 24 hours)