When do we require signature in an Order?

Orders that has Shipping Details reported prone to theft.

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

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.

Instruct Jane to dispose of the order.

Tell customer to return the order to store or DC.

A customer is calling because they received an email from the carrier that their order was delivered but was not able to receive it. When you confirm the status of the order, the information on the tracking it was tagged as “Return to Sender no Recipient”. You did explain to the customer the situation and provide expectations about the Return & Refund of their order. How would you dispose of the Case?

Case Type: WISMO > Category: Return to Sender.

Case Type: WISMO > Category: Carrier’s website shows delivered but customer doesn’t have it.

Case Type: WISMO > Category: Didn’t receive package when expected (outside of the timeframe).

Case Type: Returns > Category: Return to Sender.

A customer is calling because they are having issues in placing their order. They would like to use 2 types of payment but do not know where to put the 2nd card information. When you attempt to ask for their email address, they refuse to provide and just want to know how to fix the issue. How will you dispose of the call?

Case Type: Other > Category: Ghost Call

Case Type: Order Inquiry > Category: Method of Payment Error > Subcategory: Amex

Case Type: Order Inquiry > Category: Website Issues preventing customer from placing Order > Subcategory: Issues with Payment Step

Case Type: Order Inquiry > Category: Customer just preferred placing the order over the phone : Subcategory: Order not placed.

Are orders shipped to Hawaii considered international orders?

No, Hawaii is still a part of the United States

Yes, Hawaii is separated from the US

Customer ordered 5 days ago and the items they purchase is now part of the new promotions (Savings) with 20% additional discount. What is your next step?

Apologize to the customer and advise that we cannot modify the order since its already placed. Explain the 24 hour rule .

Advise customer we can only adjust 3 days from purchase but provide OTC and provide credit through SPA or ORC Promo Question/Problem.

Identify if the items are eligible for the additional discount and no other codes was applied. Process ORC under Promo Question/Problem to process credit request.

Mr. John Smith has ordered a Calvin Klein shirt in size small. Mr. John Smith was surprised to receive 2 of the same shirts when he had originally ordered only 1 t-shirt. However, when you checked CSMART, you discovered that the customer had been charged for the 2 t-shirts. Now the customer wants a refund because he only needs one t-shirt. What options do you have for the customer to get a refund for the duplicate item?

Explain to the customer that we need the duplicate merchandise back before we can issue any credit. Offer to send a return label to return, waive the return fee and flag the order

Submit an ORC to process the refund for the duplicate item and inform the customer that the credit will take 5-7 business days to reflect

Inform the customer that you will email our Distribution Center so that they can manually process the refund

When do we charge the customer's credit card for online orders?

We will only charge the customer's credit card once the order has been shipped

We will only charge the customer's credit card after the order has been confirmed

We will only charge the customer's credit card after the order has been released

We will only charge the customer's credit card after the order has been delivered

An upset customer called, claiming that we charged her AMEX card for the canceled order. How are you going to explain to the customer that we did not charge her account for the cancelled order, and what are you going to do or advice would you give to the customer to resolve the issue?

Explain to the customer that when an order is cancelled, we do not charge their account and that it is only a pre authorization hold that is tying up their account. Inform the customer that it may take up to 10 business days to remove the authorization hold. Also, inform the customer that they can contact the bank to have the authorization removed sooner

Explain to the customer that when an order is cancelled, we do not charge their account and that it is only a pre authorization hold that is tying up their account. Contact a Tier II/Team Leader to have the authorization hold removed and inform the customer that the removal may take 24-48 hours

Explain to the customer that when an order is cancelled, we do not charge their account and that it is only a pre authorization hold that is tying up their account. Inform the customer that it may take up to 10 days to remove the authorization hold. Also, inform the customer that they can contact the bank to have the authorization removed sooner

A customer ordered a pair of Stuart Weitzman shoes three days ago. The order is currently in transit to the customer; however, she noticed today that it is on sale for a much lower price than what she paid and would like an adjustment on the order.

Process the adjustment by submitting ORC under Price Adjustment to be process within 1-3 business days. Once approved, the credit will show within 3-5 business days.

Inform the customer that Saks OFF 5TH does not offer price adjustments if the merchandise purchased is later on sale or marked down

Process the adjustment using the SPA calculator and advise the customer to wait 3-5 days for the credit to be reflected

A customer is calling because they went to the store to return their item 0400020130044 that was purchased a week ago. How will you assist the customer?

Apologize to the customer that the store did not accept the return. Educate that the store cannot accept the return since the item is a pre-owned item and have the item returned via mail for free as a courtesy.

Apologize to the customer that the store did not accept the return. Educate that the store should have accepted the return without a problem. Provide them either a store packing slip if they wish to go back to the store or a free return label if they wish to ship it via mail.

Apologize to the customer that the store did not accept the return. Educate that the store cannot accept the return since the item is a clearance item and have the item returned via mail for free as a courtesy.

A customer calls because he asked if we could make the order as a gift. How will you assist the customer?

Apologize and inform your customer that we no longer offer gift options or gift wrapping online

Check to see if you still have the option to cancel the order. If so, cancel it and place a new order, and make sure to check the box for "Make this order as a gift

Send an email to DC to make the order as a gift

Ms. Layla ordered a vintage jacket online. When she checked the order confirmation 2 days later, she discovered that she had forgotten to enter the free shipping code "FREESHIP" on her order. The order total is $587.20, including tax, and the customer's payment method is PayPal. Given the above scenario. How are you going to handle the customer issues?

Submit an ORC to credit the customer for the shipping fee she paid for on the order and advise her to wait 3-5 business days for processing. Leave a detailed note on the order

Assure her that you will resolve her issue by submitting a request via SPA to process the refund of the shipping she paid for on the order and inform her that the process will take 3-5 business days

Submit an ORC to credit the customer for the shipping fee she paid for on the order and advise to wait for 1-3 business days processing and 3-5 business days for refund. Leave a detailed note on the order

The customer would like to return an international order because it does not fit right. They are calling because they cannot process the Narvar Return Online. How will you resolve the concern?

Create an RMA label in Borderfree for the customer and advise that only local orders are shipped back through the Narvar return label and the return charge is different depending on the country where the order was shipped

Create the Narvar label for the customer and waive the return fee of $9.95

Create the Narvar label for the customer and advise that they will be charged the return fee of $9.95

Which of the following shows the correct transition if customer returns an International Order?

First, the customer needs to send back the package using the RMA. Second the package will be delivered back to the Borderfree Hubs and to our Distribution Center in Postville PA

First, customer needs to send back the package using the RMA. Create a Narvar return in UAD.

A customer is calling because they have not received their order confirmation email. When you check their order, the status of the item is “Released”. How will you assist the customer?

Check if the order has the correct email in file. Track the package and provide SSO. Share tracking information through phone or email.

Educate the customer that the email notification will be sent once the order is shipped. Advise the Promise Delivery Date of the Order and SSO.

Educate the customer the status of the order and verify the email address to resend the order email confirmation in Email Tab. Advise the promise delivery date and provide SSO.

The customer Jonathan Hill contacted support and informed that he received an open box and sees 2 out of 4 items are missing and now will never again order from SaksOff5th. What’s the right disposition category?

Package was delivered but item(s) are missing - tampered box

Package was delivered but item(s) are missing from the shipping bag

Package was delivered but item(s) are missing from the Shipping box

Package was delivered but item(s) are missing - tampered box

A customer is calling because they have not received their 10% discount that they got from getting a SaksOff5th Credit Card. How will you assist the customer?

Educate the customer that the 10% is removed from their Billing statement from their first purchase using the card. if customer has more questions, transfer them to Credit Services Team.

Educate the customer that the 10% will be provided in their online account once they enroll and complete the registration.

Inform the customer that a request was submitted and the 10% will be credited within 3-5 business days.

Customer calls and states they forgot to add a promo code at the time of purchase and that they would like to add it, what would you do?

Make sure the item(s) is not on the exclusion list, and submit an ORC under promo question

Tell the customer to keep the promo code for their next purchase since we are unable to apply it

Tell the customer we can't modify the order

The customer ordered an EGC (giftcard) and called to see why they haven't received the email, what would you do?

Advise the customer to check their Junk/Spam. If they still can't locate the email, direct them to Buyatab

Advise the customer to check their Junk/Spam. If they still can't locate the email, create an ORC under Gift Card Problems

When do we actually charge the customer's credit card for BOPIS orders?

We will only charge the customer credit card when the order is ready for pick up

We will only charge the customer credit when the order is shipped.

We will only charge the customer credit once the order has been picked up at the store.

When the order has been successfully delivered to the customer's address.

A customer is calling because their order has not been delivered. When you verify the details of the order, the promise delivery date has already passed 1 day. How will you assist the customer?

Apologize to the customer and educate the status of their order. As it already passed the PDD, we will need to allow 3 more business days before we can submit a claim.

Apologize to the customer and educate the status of their order. As it already passed the PDD, we will need to allow 5 more business days before we can submit a claim.

Apologize to the customer and educate the status of their order. As it already passed the PDD, submit a claim under LIT-shipping and quote the correct TAT of 3-10 business days processing time whether approved or denied. Once approved, credit will show within 3-5 business days for credit to show.

When will an order go on hold?

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

When the order is Fraud/Fraudster

Price dropped on an item bought more than a month ago, the customer wants the price match, you...

Apologize and educate the customer on price match policies

Create a support case for price match

Tell the customer to return and re-order

Customer called and advised that they are locked out of their online account. What would you do

Ask for customer's email address , confirm information and send the customer a reset password link

Advise the customer to create a new account.

An upset customer called, claiming that we charged her AMEX card for the canceled order. How are you going to explain to the customer that we did not charge her account for the cancelled order, and what are you going to do or advice would you give to the customer to resolve the issue?

Explain to customer that if the order is canceled, the "pending authorization" will be released by their bank within their normal processing time as the transaction will not be completed. Most banks request that you allow 7-10 business days for the funds to reflect in your available credit. Also, inform the customer that they can contact the bank to have the authorization removed sooner.

Explain to the customer that when an order is cancelled, we do not charge their account and that it is only a pre authorization hold that is tying up their account. Contact a Tier II/Team Leader to have the authorization hold removed and inform the customer that the removal may take 24-48 hours.

Explain to the customer that when an order is cancelled, we do not charge their account and that it is only a pre authorization hold that is tying up their account. Inform the customer that it may take up to 10 days to remove the authorization hold. Also, inform the customer that they can contact the bank to have the authorization removed sooner.

A customer placed an order and wanted to upgrade the shipping as they need the item sooner for an event. How will you assist the customer?

Advise customer that since the order has been placed, we cannot modify it. Check if the order is still cancellable and offer to repurchase with the shipping method customer liked.

Advise customer that since the order has been placed, we cannot modify it. Offer to repurchase and return the 1st order.

Advise customer that since the order has been placed, we cannot modify it. Repurchase the item and shipped it in store for them to received it sooner.

Ms. Tanya ordered a white dress, but when it arrived, it had a small hole in it. The customer does not want to return the dress because it cannot be reordered. Since the customer has decided to keep the item and has requested a partial credit. What information do we require from the customer in order to approve the refund?

Request a picture of the damaged item and make sure to attach it to your note on the feed area in order for our support team to approve the refund.

We don't need anything from the customer to process the refund.

Samantha had ordered a Chanel quilted leather bag with a detachable gold chain, but the chain was missing when her order arrived. When you looked at the website, you noticed that the chain is indeed a part of the order. What can you do to help Samantha?

E. Educate customer to return the item and offer to repurchase with same discount. Leave detailed notes in OMS.

A. Pull up the order in UAD and OMS so you can see who fulfilled the order.

B. If the distribution center fulfilled the order. Send them an e-mail to find the missing chain.

C. If the order was fulfilled by a store you should email the store.

A customer is calling and wanted to cancel the order they placed 3 hours ago. When you check the status of the order, the status is already released. How will you assist the customer?

Educate the customer that the order is already beyond the 20 minute window of cancellation and it has been processed. If the customer escalates, connect with Tier2/TM and send a request to cancel the order. Educate the customer that the cancellation request is not guaranteed and will take 24-48 hrs for our team to see if we can still cancel the order. Email notification will be either the order is canceled or not. If the order is not canceled, inform the customer that they can return the item via mail or store.

Educate the customer that the order is already beyond the 20 minute window of cancellation and it has been processed. Educate that they can either refuse or return the package in-store or via mail after receiving it within 30 days.

Connect with Tier2/TM and send a request to cancel the order. Educate the customer that the cancellation request is not guaranteed and will take 24-48 hrs for our team to see if we can still cancel the order. Email notification will be either the order is canceled or not. If the order is not canceled, inform the customer that they can return the item via mail or store.

A customer is calling because they received their order but the items and packing slip belongs to a different person. Which process will you do for the caller to received their refund?

Create an ORC under wrong order received and quote 2 business days process. Once approved, credit will show within 3-5 business days.

Process a return label and waive return fee.

Process a return packing slip for a store return.

Create an ORC under wrong item received and quote 2 business days process. Once approved, credit will show within 3-5 business days.

Athena Smith returned her order to us on October 20, 2025, and it was received by our warehouse on October 29, 2025. She called in today to inquire about her refund, which was not showing up in her account. When you checked the order, you discovered that the DC never processed the refund for the return. What is the correct disposition for the above scenario?

Refund - Where is my refund (Returns related) - Refund wasn't applied within the normal timeframe.

Refund - Where is my refund (Returns related) - Refund is still processing (still within normal timeframe)

Refund - Where is my refund (ORC) - Refund wasn't applied within the normal

An order goes missing before getting to Borderfree US hub, you..

Create a support case for Shipping/Delivery Issues

Customer has a Preauthorization hold on his account for more than a month on international canceled order, How do you assist him?

Do a support case with the contact information from the bank.

inform the customer they need to wait 14 business days.

Do a three-way call with the bank

O5A Level 3 Final Exam

Authored by Conswella Magee

Professional Development

1st - 3rd Grade

Used 132+ times

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50 questions

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MULTIPLE CHOICE QUESTION

30 sec • 5 pts

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

MULTIPLE CHOICE QUESTION

1 min • 5 pts

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.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

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

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

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

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

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.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

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

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

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.

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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?

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 ?

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?

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?

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?

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.

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

When do we require signature in an Order?

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

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