Reassignment

What is the transfer guide on CSKB?

• 1435

• 1453

• 1443

• 1543

Answer explanation

GUIDE1453 Transfer Guide for CS Phones, Chat, and Email

Choose the answer that is not supposed to be transferred to Logistics.

• Proof of import

• Seller wants to cancel the order while it's on route to the center

• Photographs of destroyed item

• No update on the tracking details

Answer explanation

Getting an update of the transaction wasn't part of the valid reasons for reassigning to Logistics as per GUIDE1453.

The customer is calling to ask why there is no update on the GSP tracking since June 8. The EDD of the item is until June 30th. The TM reassigned the contact to Logistics.

• Compliant

• Not Compliant

Answer explanation

Getting an update on the transaction wasn't part of the valid reasons for reassigning to Logistics as per GUIDE1453. The TM could've educated the customer about the EDD and EMBG

What is the time zone on our communicator

What time zone do we follow under the transfer guide on CSKB?

The customer purchased an item under eBay vault and would like to ask for help on a return. The TM spoke with the customer at 3:32 AM PST time and reassigned the SR offline.

• Compliant

• Not Compliant

Answer explanation

The TM should have done a warm transfer since it is still within the hoop. 3:32AM PST is 4:32AM MST

Topics that appeals teammates handle. Select all that applies.

• Buyer want to appeal an INR case decision

• Reimbursement charge related to ATO

• A customer requesting to reopen an INR accidentally closed

• Appeal already decided but MM has follow up questions.

Answer explanation

GUIDE 1567. Once a case is closed by the buyer, it cannot be reopened, and another case cannot be opened for the same item/transaction

The buyer needs to confirm that they wish to close the case, so closing a case accidentally should be extremely rare

The buyer was instructed by the seller to close the INR case and promised to send the item within the week. After a week, the buyer still hasn't received the item and would like to reopen the case. TM reassigned the SR to appeals because it is documented on m2m messages that the seller did make the promise.

• Not compliant

• Compliant

Answer explanation

Could've advised the customer to continue communicating with the seller and educated the mm that once a case is closed, it can never be reopened.

The customer has contacted us asking if he has uploaded the tracking number on time for a recent order. The teammate reassigned the contact to Defect Basic Process.

• Compliant

• Not Compliant

Answer explanation

This is not a valid use case according to GUIDE 1453. TM could've just checked the handling time of the seller and compared it to the time when the tracking number was uploaded

Topics that Defect Basic teammates, handle. Select all that apply.

• What are defects, how are they calculated

• Why did I received a defect

• Defect that does qualify for removal

• Questions regarding a removed feedback

Answer explanation

Blue and green are topics being handled by the Defect basics process. Yellow and red are handled by Defect appeals