Payment Experts Evaluation

1. The following scenarios are valid for Alipay Escalation, except:

• Customer not receiving OTP

• Unauthorized Transaction

• Invalid Order – Payment Captured

• Duplicate Charges

2. When the customer tried to bind his BDO account to Lazada, he was asked to enter the OTP. According to the customer, he tried 3x but he still did not receive the OTP. What will you advise the customer?

• Escalate to Alipay

• Ask customer to provide Statement of Account

• Advise customer to contact BDO support

• Advise customer to uninstall then install the Lazada App

Answer explanation

OTP is being controlled by the bank, so we will always advise the customer to contact their bank.

3. We should advise the following to avoid unauthorized transactions, except:

• Always protect your bank details and Lazada app

• Only provide the OTP to the customer support of your bank

• Do not provide the CVV to anyone

• Change your account password every now and then

Answer explanation

CVV is 3-digit code at the back of your card.

4. What is the function of the Withdraw button in our Lazada Wallet?

• Withdraw all available cash balance in the Lazada Wallet

• Withdraw all top up amount in the Deposit section

• Withdraw the amount on the Refunds section of the wallet

• Withdraw only the refund from COD payments in the Deposit and Refunds section

5. The following are source of the amount in the Deposit section of the wallet, except:

• Top up from linked GCash Wallet

• Direct Link top up

• Debit Card Cash in

• Credit Card straight payment

6. All of the following are a reason for chargeback, except:

• The customer claimed that the item wasn’t delivered, but it actually was.

• Potential Fraud

• Inaccurate / Incomplete Transaction

• Customer filed a dispute for an unauthorized purchase

Answer explanation

Chargeback is a refund from a dispute.

7. Customer tried to purchase a mobile top up for the 5^th time but was failed, what could be the problem?

• Customer might have inputted an invalid number

• Customer already reached the maximum top up limit

• There could be a possible mobile network issue

• Customer missed one step in purchasing a top up

8. What could be the reason why the customer is receiving a risk scanning error?

• Buyer’s Lazada App is outdated

• SKU of the item has Reseller Protection Rule

• Payment Issues

• System detected Suspicious Fraud Activity

9. Customer received a damaged item and was refunded. However, customer still contacted live chat to know where his refund was reversed. What will you inform the customer given the details below:

Item: Ring Light

Amount: 12, 000php

Payment Method: GCash

• Inform the customer that refund was reversed back to customer’s Lazada Wallet

• Inform the customer that refund was reversed back to customer’s GCash Wallet

• Inform the customer that we will process his refund manually via LBC Remittance

• Inform the customer that we will process his refund manually via Bank Transfer

10. Customer’s order was cancelled due to OOS. What will you inform the customer about his refund?

Item: iPhone 12

Amount: 20, 000php

Payment Method: MIXEDCARD

• We apologize that your order was cancelled due to Out of stock. Your refund has been processed and will be reversed back to your bank account. Kindly anticipate the reversal within 5-15 banking days.

• We apologize that your order was cancelled due to Out of stock. Your refund has been processed and will be reversed back to your Lazada Wallet. Kindly anticipate the reversal within 24 hours.

• We apologize that your order was cancelled due to Out of stock. Your refund has been processed and will be reversed back to your bank account. Kindly anticipate the reversal within 24 hours.

• We apologize that your order was cancelled due to Out of stock. Your refund will be processed via LBC Remittance. Kindly anticipate the remittance number within 24 hours.