O5A Level 3 day 1

When will an order go on hold?

• When the customer is a fraudster

• An order will go on hold when risk management needs to identify certain factors that the security department must review

• I don't know

Under which tab on UAD are you able to identify the hold type on an order?

• Order Lines tab

• Loyalty tab

• Hold tab

• Notes

Why are orders put on hold?

• To protect the company from being hacked

• So our customers and our company are protected from credit card fraud

• When an order has multiple items

• When an order requires a signature from the customer

How long does an order stay on hold ?

• 2 to 4 hours

• 24 to 72 hours

• 72 hours

• 73 hours

What happens if an order is on hold for more than 5 days?

• System will automatically cancel the order

• Customer will be contacted

• Nothing

Once an order is approved by the security department, all order will proceed through the normal status flow.

• True

• False

How long does it takes for authorization hold to be released back to the customer's account if a customer used a Third party credit card

• 7 to 10 hours

• 7 to 10 business days

• Immediately

• 1 month

How long does it takes for authorization hold to be released back to the customer's Pay Pal account

• 7 to 10 business days

• 24 to 48 days

• 24 to 48 hours

• 3 to 5 business days

What to do when a customer has been sent the wrong merchandise?

• Apologize and ask the customer to return the item in-store

• Ask the customer to go look for the correct item instore

• Apologize and issue customer free return label/call tag and replace the order for the correct item and waive shipping fees

• Apologize, ask a picture of what they received. Issue customer free return label/call tag and replace the order with the correct item, waive shipping fees.

What to do when the customer has received an order that does not belong to them?

• Apologize to the customer request a call tag for the package to be picked up from the incorrect customer and sent back to the DC

• Tell the customer to keep the order

• Ask the customer to send the package to the correct customer

• Apologize, ask a picture of the Packing Slip of the order they received. Provide free return label/call tag. Flag Order with complete Notes. Create ORC under Wrong Item received. Offer to place new order.