RM Quiz #2

Angel contacted and is complaining about the item that was delivered to him. What contact reason will you be choosing with the order details below:

Delivery date: November 3, 2022

Expiration date: November 5, 2022

Verbatim: I won’t be able to consume the milk in 3 days.

• Expired

• Close to Expiry

• Item taste is not good

Sam will be cooking spaghetti for a party, but she missed to add the tomato sauce to her order. What is the correct contact reason?

• Other order related queries>>Change product (Item / Quantity)>>Change item

• Other order related queries>>How to place an order>>Regular order

• Other order related queries>>Change product (Item / Quantity)>>Change quantity

Anne's delivery slot is on Wednesday, 12 PM to 2 PM. She selected a go green option. When should RedMart deliver her order?

• Wednesday, 10AM to 2 PM

• Wednesday, 12 PM to 4 PM

• Wednesday, 10AM to 4 PM

Randy received a notification today about failed delivery due to No Show. He wants to have this redelivered. What is the correct contact reason?

• Where is my order?>>Order status within delivery promise date>>Customer wants to know the status of order

• Cancellations>>Cancelled by Lazada>>Failed delivery - Wrong address

• Cancellations>>Cancelled by Lazada>>Failed delivery-Customer not reachable

Nina reported that the bread toaster that she ordered from RedMart is not working. She said that the there were no damages on the packaging. How will you assist the customer?

PRODUCT TYPE: Marketplace

• Ask photo/video, and other necessary info then, create a child case and escalate to SST (Seller Support Team)

• Ask photo/video, and other necessary info then, create a child case and escalate to RM QA

• Ask photo/video, and other necessary info then, create a child case and escalate to Transport Team

Ella's order was tagged as Failed Delivery due to No Show. She said that she missed the call because she was at the restroom at that time. She would like to have it redelivered. How will you assist the customer?

LOP Status: Delivery_Failed

• Advise the customer that redelivery is no longer possible since its already a failed delivery. Advise her to wait for refund to be processed.

• Advise that redelivery is not a guarantee but we will coordinate this with our Transport Team and will get back to her within one hour.

• Advise that redelivery will be done at 11 AM the next day.

Melly found strands of human hair on the frozen meat that she purchased. She was so disgusted that she wants to be updated on the investigation that Redmart will be conducting. How will we assist the customer?

Delivery Date: November 3, 2022

Item Value: $110

• Create a child case and escalate to RM QA

• Create a child case and escalate to RM QA and submit YIDA form

• Submit a Yida Form under Critical Issue

. Marissa's delivery time slot is from 4 to 6 pm. She received an extension message at 5:59 pm to notify her that there will be a 45 minutes extension. She contacted RedMart at 7:15 to report that she still has not received the order. When you checked LOP, the last update was the extension SMS sent to her. How will you help her?

LOP STATUS: EN_ROUTE

• Escalate child case to Transport Team

• Coordinate with DR via CX Comms. Issue: ETA (Passed Extension Time)

• Advise her to just wait for the delivery as driver is already on the way (En_Route)

If customer received this milk today, until which date will this milk be in its best condition and quality?

• November 8, 2022

• November 7, 2022

• November 9, 2022

Mark missed the delivery today. He wants it to be redelivered. What will you advise the customer?

LOP Status: DELIVERY_REJECTED

• Advise that redelivery is not a guarantee but we will coordinate with Transport Tam and we will get back to him within an hour.

• Advise that redelivery is no longer possible. Advise that refund has been processed and he can click buy Again to reorder the same order.

• Advise that redelivery is no longer possible. He can try to Buy Again the same order the next day at 11 AM.