David processed a return online and selected "Return by mail" but now he changed mind and wants to return the item in store. What can you do?

• Cancel RMA/VR and re process the refund with the correct option.

• Educate David to return the item by mail.

• Issue a refund as not expected back.

• Offer to schedule a pick up.

Daniel is calling WMCOM because his iPhone arrived with a minor damage on the back that doesn't affect the functionality. He doesn't want to return the product because he cannot be uncommunicated anymore. What would you offer?

• Refund and a return label.

• Replacement

• Partial adjustment if he's willing to keep the item.

• Nothing. It is what it is and sorry for him.

My mom's gift shows as delivered, but she never received it. (Select the correct way to answer)

• I am sorry to read that. Please give me your order number.

• I do apologize for this, but let me check your order.

• Thank you for choosing Walmart.com to purchase this special item. I do understand how important can be this product and I do apologize that your mom never received it, but I am here and I will find a resolution right now.

• The order is lost, I can process a refund.

Tags

CCSS.RL.2.6

CCSS.RL.8.3

What will happen with the money if an order placed with credit card is cancelled?

• Authorization hold will be removed within 5 business days.

• Authorization hold will be removed within 7 to 10 business days.

• A refund will be processed within 5 business days.

• Authorization hold will be removed within 7 to 10 days.

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

Adore ordered 8 scissors, box shows as delivered and signed for, but she only received 5.

• I offer a replacement just for the missing scissors.

• I offer a refund for the missing products.

• I offer a discount for the missing scissors.

Tags

CCSS.RI.8.1

CCSS.RI.8.8

CCSS.RL.11-12.1

CCSS.RL.8.1

CCSS.RL.9-10.1

What does lost in transit mean?

• Package got damaged in transit and returned to the warehouse.

• Package arrived with missing parts.

• Package shows as delivered and customer never received it.

• Tracking doesn't show any movement in the past 48 hrs and EDD passed already.

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

The package shows as delivered, but the customer never received it. What you should do? Select all the applicable.

• Confirm delivery address

• Check the tracking number to see if there is a signature.

• Confirm billing address

• Offer a replacement/refund if there's NO signature.

What is customer insult?

• Order was cancelled due to suspected unauthorized charges.

• Customer was rude

• Customer used profanity

• Order was cancelled because the payment method failed.

Tags

CCSS.RI. 9-10.2

CCSS.RI.11-12.2

CCSS.RI.8.2

CCSS.RL.11-12.2

CCSS.RL.9-10.2

Marketplace order arrived damaged and the refund and replacement option is not available.

• I provide Marketplace's phone number and suggest customer to contact them.

• I offer a promo code instead.

• I process a "contact seller process" and suggest customer to allow 24 hours for a response.

• I start a "contact seller process" and suggest customer to allow 48 hours for a response.

My package was delivered, but I am missing two products and I need them. (Select the best answer)

• I am sorry to hear that, let me help you.

• I am so sorry for this, we do apologize for the error, but I will transfer to another team that can help you.

• Thanks for bringing this to our attention Charly, we do apologize for this error, but I am here for you and I will immediately help you by getting this issue resolved.

• That's great to hear! You can go to the store and purchase something else.

Tags

CCSS.RL.2.6

CCSS.RL.8.3