O5A Level 2 Day 2

Customer called because she ordered a Gucci handbag. She received the bag, but the duster wasn't included, and she wanted it. You will _________.

• Email DC to see if they can send the duster bag

• Wrap up the case to the Backoffice team

• Call a Team Leader

• Advise customer that we can no longer provide the dust bag. Use empowerment guide if customer escalates.

The customer calls to check the status of her order. It shows it was delivered; however, the customer states they do not have the package. What will you do?

• Create an ORC under Lost in Transit, and offer to replace another order (upgrade and waive the shipping fee).

• Tell customer to call FedEx to start an investigation.

• Send an email to the DC.

• Create an ORC under Order Not Received if the customer still does not see their order

How long will it take the Risk Support team to investigate a LIT ORC?

• 10 business days

• 14 business days

• 5 - 7 business days

• 3 - 7 business days

How many days will it take for a refund to show up on a customer's credit card after an MNR ORC is approved?

• 14 business days

• 3-5 days

• 3-5 business days

• 8 - 17 business days

The customer ordered 3 items; they were shipped together. However, when she opened the box, it only showed 2 items. You will ______.

• Create a case under Merchandise Not Received

• Create a case under Lost in Transit

• Create a case under Missing Items

• Send an email to the DC asking for the missing item

Customer called to check the status of the order. On the carrier's website, there is no movement, and it has been 5 days after the Promised delivery date.

• Create an ORC under Lost in Transit

• Create an ORC under MNR

• Create an ORC under Missing Items

• Send an email to DC

Risk Support team approves an ORC for MNR for a customer, the customer calls us back 2 days later stating she located the package. What would you do?

• Tell a Team Leader

• Email the DC

• Create an ORC under "Charge Customer"

• Create another ORC under Order Not Received

You will guarantee to customers that all Missing Items ORCS will be approved.

• True

• False

What is the correct TAT for Missing Item ORCs.

• 3 to 10 to investigate. If approved will see a refund in 3 business days.

• 3 to 7 days to investigate. If approved will see a refund in 3 to 5 days.

• 3 business days to investigate. If approved will see a refund in 5 business days.

• 3 to 7 business days to investigate. If approved will see a refund in 3 to 5 business days.

If the Expected delivery date (PDD)/timeframe has passed _____ business days from the delivery date and there is no movement of the package. You will consider it Lost in Transit-Shipping

• 3

• 5

• 7

• 10