O5A Level 3 Final Exam

The order has already been shipped, and the customer has requested that the order be cancelled. Can we still cancel the order?

• Yes, cancel the order in UAD and OMS.

• No, inform the customer that once the order has been shipped, we will no longer be able to make changes or cancel the order

• None of the above

A customer is calling because their order was tagged delivered but they did not receive it and email was sent to them that the claim was declined. The reason for the decline was because of a Proof of delivery and customer confirmed that it was their address (Front door/Porch/Mailbox). How will you assist the customer?

• Educate the customer that since it was confirmed that we delivered the package to the correct address, we were unable to process a refund. Advise the customer to contact their local authorities to report their missing parcel.

• Ask the  customer to provide a picture of their Front door/Porch/Mailbox to resubmit a claim. Provide an SLA of 7 business days to process the claim. If approved, the refund will show to their original MOP within 3-5 business days. Wrap-up the Case status to Closed Loop Team.

• Ask the  customer to provide a picture of their Front door/Porch/Mailbox to resubmit a claim. Provide an SLA of 10 business days to process the claim. If approved, the refund will show to their original MOP within 3-5 business days. Wrap-up the Case status to Closed Loop Team.

Customer Jane Smith contacted on 10/4/2025 as her order shows delivered but she has not received it and the PDD on this order is 10/10/2025, What's the right category to select ?

• Estimated delivery date inquiry (within the timeframe)

• Didn't receive package when expected (outside of the timeframe)

• Carrier's website shows Delivered but customer doesn't have it

• Package lost in transit

The customer ordered a bag and the website stated that the bag came with a dust bag; however, when the customer received her order, the dust bag was not included. The website also stated that the item doesn't come with a dust bag. Our warehouse fulfilled the order. What should you do next?

• Send an email to the distribution center to see if they can send the missing dust bag

• Tell the customer we'll refund the order.

• Send an email to the store to see if they can send the missing dust bag

• None of the above

Ms. Magee placed an order on April 6 and called on April 8 after receiving an email stating that her order had been placed on hold. When you checked the order, you noticed that it was on Credit Hold. What will be your next step?

• Apologize to the customer and inform them that the order is still being processed and that it will take 24 - 48 hours to complete

• Apologize to Ms. Magee and inform her that someone from the security department will contact her to confirm some information

• Apologize to Ms. Magee and let her know that we were unable to obtain authorization from her bank. Request another method of payment and update the payment on UAD; if the customer insists on using the same card, advise her to contact her bank first.

Mr. Patel calls to upgrade his shipping method from standard to overnight because he needs his order as soon as possible. The order is still in the created status. What is the best resolution you could make to assist Mr. Patel?

• Tell Mr. Patel that we will upgrade his shipping method on our end so that he receives his order on time

• Check to see if the item is still available, and if so, offer to cancel the order and place a new order with overnight delivery, as we are unable to change the shipping method of an order after it has been placed

• Contact Fedex and request that the order be expedited

• Send email to DC

A customer calls to inquire about the status of his or her order. When you pull up the order, the order status is "schedule." Choose the best and most accurate statement from the list below.

• Your order is still in the processing stage. You will receive an email confirmation with shipping information once your order has been shipped. The best way to check the status of your order is to log into your online account or use our mobile app. This will provide you with the most recent information on your order.

• our order has already been shipped. The best way to check the status of your order is to log into your online account or use our mobile app. This will provide you with the most recent information on your order.

• Your order has already been scheduled for delivery. The best way to check the status of your order is to log into your online account or use our mobile app. This will provide you with the most recent information on your order.

What support case would you create for a missing package that goes missing after leaving the Borderfree hub en route to the customer?

• Order not confirm

• Not deliverable

• No longer desired

• Lost parcel

When do we require signature in an Order?

• 
  Orders that has Shipping Details reported prone to theft.

• When customers request it

• For orders above $1200

• For orders above $1500

Jane's order was delivered with a security tag, what would you do?

• Instruct Jane to dispose of the order.

• Inquire with Jane if there are any Saksoff5th stores nearby. If not, offer a Narvar return and email DC to remove the security and mail back.

• Tell customer to return the order to store or DC.