WH LZ PH Batch 5 Day 7 Exam

How long do we give our customers to pick up their products at their preferred pickup location?

• 5 Business days

• 5 Calendar days

• 5-7 Business days

• 5-7 Days

Arnie called our hotline to cancel his order. Upon checking our system, status is already "packed." What can we do to support Arnie?

• Ask help of TL/IH team via Yida for possible cancellation

• Educate Arnie that order can only be cancelled before it is packed by our merchant. Ask assistance if IH Team via Yida / TL to request cancellation.

• Inform Arnie that he can coordinate the cancellation with the courier once the package is shipped out.

• Inform Arnie that we will escalate his concern in order to cancel it

Below are our accredited collection points except for:

• Shell stations

• M Lhuillier

• SM

• GrowSari

After paying their Meralco bills, Dahlia instantly contacted our chat support because the payment did not reflect in their account. What advice do we have for Dahlia in this situation?

• Advise Dahlia to wait w/in 48 hours for the payment to reflect

• Advice Dahlia to contact Meralco about the payment she made

• Escalate to get the payment posted/refunded

• Advise Dahlia to wait w/in 24 hours for the payment to reflect

True or False. Customers must provide their valid identification cards to claim their packages at their chosen pick-up location.

• False

• True

Which of the following statements is correct?

• Collection point is where a customer can pick up their items instead of having it delivered to their home address.

• You can choose collection point in any items you want to purchase.

• You can choose anywhere you want your purchase to be collected

• All of the above

Victoria is giving back to her family for her birthday celebration. She attempted to send her fifth purchase of mobile loads for her cousins using her credit card but received an error warning. What advice do we have for Victoria?

• Advice Victoria to use another credit card

• Inform Victoria to wait for 24 hours in order to purchase mobile loads again

• Ask Victoria to use another Lazada account

• Apologies to Victoria and issue CSA. Escalate issue to IH team to change the limit.

What cancellation reason do we use when sellers/Lazada inadvertently list their items at a wrong price?

• System error

• Pricing error

• Stock issue

• Technical error

These are digital documents, certificates, and promo codes that can be redeemed for products or services as needed.

• Digital wallet

• Digital vouchers

• Digital top-ups

• Digital experience purchases

Michael called our hotline and asked that the voucher for the Okada Manila Medley Lunch Buffet that he had ordered be cancelled due to emergency reasons. What can we do to assist Michael?

• Inform Michael that we will request the cancellation to IH Team.

• Advise Michael to sell the voucher

• Advise Michael that cancellation for digital goods is not allowed.

• Instruct Michael to contact the seller for cancellation.