Payment Expert Post Assessment

Russel placed an order of polo shirt amounting to P650 using credit card but upon checking his SOA, he was charged a total amount of P1300. He contacted Lazada live chat for assistance. How will you handle this?

• Advise Russel to contact his bank and report it to the police.

• Advise customer to file a dispute to his bank and request to block the card.

• Advise customer to provide the necessary details including SOA and inform that we will coordinate to our Payment Team for checking.

Ara contacted Lazada live chat and reported unauthorized transaction using credit catd. What will you advise Ara?

• Advise Ara to provide screenshot of the error message and transaction details and coordinate to Alipay. Also, advise to contact the bank and report the issue.

• Advise Ara to do the basic troubleshooting of uninstall and reinstall the Lazada App and report to NBI.

• Advise Ara to file a dispute to her bank to block the card immediately.

Abby placed an order of Oppo phone amounting to P10,000 from Lazmall Marketplace using Lazada wallet last January 10, however, only P8000 is the available amount in her Lazada wallet. She made to top-up for additional P2000 after hours. Suddenly, the order was cancelled on January 13. She contacted Lazada live chat and provided screenshot that the status of payment is "To Pay", what will you advise Abby?

• Advise Abby that the order is only reserved within 30 minutes and it will be cancelled if top-up failed within the given timeframe.

• Advise Abby to click "Pay Now" button or cash in the required amount before placing an order.

• Advise Abby that the seller cancelled the order due to out of stock and refund will be processed via Lazada wallet reversal.

Joshua made a top up via Gcash for his utility bill payment amounting to P2500. Suddenly, it was cancelled and refunded via Lazada wallet. He wants to withdraw the total amount from Lazada wallet. What will you advise Joshua?

• Advise Joshua on how to withdraw the amount from Lazada wallet and provide the step by step process guidelines.

• Advise Joshua that the Lazada wallet top up amount can no longer be withdrawn.

• Advise Joshua that withdrawal amount from Lazada wallet will take 7 to 10 working days.

Jasmine ordered a laptop amounting to P25,000 via COD suddenly the parcel was returned due to damaged item and refunded via Lazada wallet. She wants to withdraw her refund through bank transfer. What will you advise to Jasmine?

• Advise Jasmine that we will freeze the account temporarily while refund via bank transfer is being processed.

• Advise Jasmine to contact Returns & Refunds Customer Sevice for further assistance.

• Instruct Jasmine on how to request for bank transfer withdrawal by clicking the "withdraw" button. Also, provide the SLA of withdrawal process.

Louie tried to bind his Union bank account to his Lazada account and asked to enter the OTP code. However, he tried twice but didn't receive the OTP. He contacted Lazada live chat for assistance. What will you advise Louie?

• Advise Louie to contact Union bank Customer Support for assistance.

• Advise Louie that we will coordinate to our Payments Team for checking.

• Advise Louie to do the basic troubleshooting of uninstall and reinstall the Lazada App.

What are the valid LazPaylater Technical Issue? Give at least 4.

• Missing refund - Lazada wallet bucket

• Payment unsuccessful

• Repayment issue

• Unable to use LazPaylater

• LazPaylater Refund Balance Withdrawal

Which of the following is not a valid reason of Greyed out payment channel?

• Credit/debit card - system detected suspicious account or fraudulent activity on the payment channel

• BDO installment with a minimum amount of P3000, if the total order value is less than P3000 then installment will not be greyed out.

• Lazada wallet account is not yet activated.

Robbie contacted Lazada live chat because he received an error message during placing an order. Error message: "Transaction is declined by risk scanning. Please use other payment method, or contact payment provider." What will you advise Robbie?

• Advise Robbie to do the basic troubleshooting and use a different payment method or contact payment provider.

• Advise Robbie to contact Gcash Customer Support.

• Advise Robbie that we will coordinate this concern to our Payments Team for checking.

Which of the following is not a valid action / solution for checkout system block?

• Advise customer to place an order without promotion applied.

• Advise customer to purchase a different SKU or wait for 24 hours before placing the same SKU since there's a limit per item purchase.

• Inconsistency with billing / shipping address.