O5 Returns Day 3

The customer’s order was in transit back to the warehouse due to the package being undeliverable. The customer wanted a refund. What will you do?

• Create an ORC under RNR since the customer did not receive the package.

• Create an ORC under MNR since the customer did not receive the package.

• Advice the customer that once the DC will receive the order, refund will be posted.

• You will send an email to DC and ask them to refund the customer.

The customer stopped using her credit card and had it closed but still paying the existing balance. However, she returned an order and now a refund will be posted. She’s wondering if she can provide another credit card and put the refund on it.

• Yes, the customer can provide a new credit card and send an email to DC

• We will create an ORC under RNR to refund the customer to her new card

• No, the credit will be put on the original method of payment

• No, we will send an EMC instead.

The customer received an EMC as a form of a refund since he used Paypal as his method of payment. But he wanted the refund back to his Paypal account. What will you need from the customer?

• Paypal Transaction ID and email used on the purchase

• Paypal Account number

• Username and Password of the customer Paypal account

• Credit Card number associated in the customer’s Paypal account

The customer returned an order a month ago. The status of the order is return received, however, no refund was posted yet. What will be our next step?

• Send an email to DC to follow up for the refund

• Check Csmart to see if credit was posted if not create ORC under RNR

• Create an ORC under Lost in transit

• Send customer’s information to Tier 2 to expedite the refund.

Which statement is correct?

• The customer can return his order within 30 days from the date of purchase.

• The customer can return his order within 30 business days from the date of receipt.

• The customer can return his order within 30 days from the date it was delivered.

• The customer can return his order within 30 days from the date he used the item.

The customer received her order but didn't like the color, so she called in and wanted to exchange it for a different color. How will we advise our customer?

• We can send a new item to the customer for free and ask the customer to return her order.

• Ask the customer to return her order and we can place a new order with the desired color and she will be charged.

• Create an ORC under RNR and send a new item with the desired color and she will be charged.

• Process zero bill with the desired color and the customer can keep the item.

The customer used a Credit Card as the method of payment in his order. For some reason, he received an EMC after he returned the order. What should we do?

• Contact Tier 2 to return the refund back to the credit card.

• Create an ORC under RNR so that the refund will be credited back to the credit card.

• Create an ORC under EGC to Account so that the refund will be credited back to the credit card.

• Advise the customer that once the refund is posted, we can no longer revert the refund to the credit card.

The customer returned the order to a store nearby. However, the refund was not posted yet even though it’s showing in Csmart already. How will we assist the customer?

• Advise the customer to reach out to the store where she returned the order.

• Create an ORC under RNR

• Send an email to DC to follow up for the refund

• Contact a Tier 2 so that the refund will be expedited.