CS Final Assessment April 2023

What are the possible reasons if a customer was unable to initiate the return? Select all that apply. (4pts)

• Item status is not delivered (Shipped status)

• Item status is delivered

• Fake Order

• Status Mismatch

• Beyond Lazada Return Policy

What are the seller decisions for return request? Select all that apply. (3 pts)

• Return

• Refund

• Reject

• Re evaluation

• Self Arrange Return

What will you do if the customer already submitted an ORF and Non-DRTM item was not accepted by any return partner due to item is bulky?

• Submit a refund request (ORF)

• Submit a Re-Evaluation

• Submit Pick Up request via YIDA Link

• Submit a return request (ORF)

How many days of refund SLA for credit and debit card reversal?

• 5 to 15 banking days for credit card and 5 to 45 banking days for debit card

• 5 to 10 banking days for credit card and 5 to 30 banking days for debit card

• 5 to 15 banking days for credit card and 7 to 10 banking days for debit card

• 5 to 15 calendar days for credit card and 4 to 45 calendar days for debit card

For DRTM, what will happen if the Seller did not reply the return request for 2 days and the item amount is P800?

• The system will decide to Refund amounting to P800 and charge to the seller.

• The system will decide to Return the item to the seller.

• The system will decide to Refund amounting to P1000 and charge to the seller.

• The system will decide to Reject the return request.

How many days of return coverage for Local Marketplace items or DRTM?

• 7 calendar days from delivered date

• 7 business days from delivered date

• 15 calendar days from delivered date

• 30 days from delivered datw

What is the criterion of pull out process for bulky item returns?

• Dimension weight is 7kg

• Dimension weight is 20kg and above

• Dimension weight is less than 20mg

• Dimension weight is less than 20kg

How many days is the return coverage for Lazmall items?

• 30 days from delivered date

• 20 days from delivered date

• 7 days from delivered date

• 15 days from delivered date

This type of seller would call you to arrange the delivery schedule or an appointment in their nominated branches within 48 hours.

• Self arrange return

• Delivered by seller

• Regular return

• Direct return to merchant

For DRTM items, once the buyer submits an online return form, what is the SLA for the seller to decide what action to select in seller center?

• 2 calendars days

• 3 calendar days

• 2 business days

• 3 business days