CAP QUIZ 4- Returns

1. For refund requests outside of the return window,CAP CSAs are instructed to deny the concession. However, they can still process a special case refund and escalate to CASE if exceptional circumstance applies:

• a. Special Occasions

  Extenuating Circumstances

  Essential Items

  Customer Frustration

• b. Unsafe for Return

  Disproportionate Effort Required For Return

  Order is not physically present with the customer

  Unwanted non-returnables

• c.Not Able to Wait for Standard Return Process

  Repair Goodwill

  Reordering Undeliverable Items

• D. All of the above

A customer called today and requested a refund for the defective laptop that she promised to return next week. CSA Ana processed an advanced (instant) refund. Was the resolution correct?

• A. Yes

• B. No

• C. Yes, provided there is LEAD's approval

• D. No, CSA Ana should process a returnless refund

Customer follows up refund for an item they returned yesterday. It's an air-conditioner amounting to $99.99. Customer used an AnyCarrier RML and our FC has not confirmed any returns yet. RSPR recommends Low Risk Return. What should we do?

• A. Process refund

• B. Deny concession

• C. Advise to wait 14 days

• D. Ask for proof of return

Customer is requesting to return an unpackaged mattress. Can we create a return label for this?

• A. Yes, if it's within return window

• B. No, for safety reasons, we cannot accept mattress returns at our fulfillment centers

• C. No, transfer to HBS for further assistance

• D. Yes, provided there is LEAD's approval

Customer called in stating that he only received a partial refund for the item he returned. What policy should we follow when we encounter this issue?

• a. CAP / Police Reports and Risk of Loss

• b. CAP / Non-Sellable Returns (NSR) / Restocking Fee Denial

• c. CAP / MDR Concession Denial and ARI Appeals

• d. CAP / Standard Returns Policy

Customer follows up refund for an ROG Laptop which they claim has been returned on July 1, 2022. It's been over 30 days now but the return tracking does not show any carrier scan. RSPR recommends High Risk Returns. What should we do?

• A. Process refund

• B. Deny concession

• C. Ask for an Incident Report

• D. As for proof of return

Determine if a customer was issued a Retro Charge by checking the:

• A. Payments & Transactions tab

• B. Concessions Tab

• C. Shipments and Items Tab

• D. Annotation Tab

What is the name of this blurb?

"Hello,

I'm sorry to hear that you haven’t received your refund for [ITEM]. We need to investigate further and ask that you please wait 3 days (72 hours). If you still haven’t been refunded for your order, please contact us again after [DATE].

Thank you for your patience."

• a. phrase_refund_requested

• b. cap_returns_incident_report

• c. cap_return_investigation_wait

• d. cap_NSR_concession_denied

Customer called in to check the status of the refund for an item he returned. Upon checking the CAP website, RSPR's recommended policy shows 'Incident Report'. What blurb should we send to the customer?

• a. cap_DNR_incident_report

• b. cap_item_missing_incident_report

• c. phrase_refund_requested

• d. cap_returns_incident_report

Customer returned an item using "Any Carrier" which has an RMA associated to the order and the Total item value is $50 or less. What should we do?

• A. Request the customer to provide proof of their return by providing a carrier receipt.

• B. Deny Concession

• C. Processed the refund

• D. None of the Above