Ebay Complaints Pt 4

1. What is the potential consequence of not properly handling complaints according to eBay's policy?

•     a) There is no consequence.

•     b) It can lead to lower resolution and negative impacts to CSAT scores.

•     c) It can lead to an increase in eBay's stock price.

•     d) It can lead to an increase in eBay's operational costs.

2. Which of the following is an example of a high priority complaint?

•     a) "I am not happy with this."

•     b) "I’m calling my lawyer."

•     c) "The seller did not ship my item on time."

•     d) "The product quality is poor."

3. What is the responsibility of an eBay representative when a customer is expressing dissatisfaction regarding eBay’s policies, products, or services?

•     a) The representative should ignore the complaint.

•     b) The representative should ask the customer to specify the harm.

•     c) The responsibility to identify and understand an allegation of harm is with eBay and not the customer.

•     d) The representative should report the complaint to eBay's legal department.

4. Which of the following is NOT a category of complaints according to eBay's policy?

•     a) Shipping issues.

•     b) Seller Verification (KYC).

•     c) Product quality.

•     d) Seller's communication.

5. What should be done if a customer is complaining about the service provided by a third party but is not dissatisfied with eBay?

•     a) The complaint should be documented as a complaint against eBay.

•     b) The complaint should not be documented as a complaint.

•     c) The complaint should be forwarded to the third party.

•     d) The complaint should be ignored.

6. What is considered a high priority complaint?

•     a) A customer expressing general frustration about a product.

•     b) A customer alleging that eBay's return policies are harming their business.

•     c) A customer complaining about a late delivery from a seller.

•     d) A customer complaining about a product's quality.

7. What should be done if a customer doesn't have an eBay account or if they are making the complaint on behalf of another eBay customer?

•     a) Ignore the complaint.

•     b) Ask the customer to create an eBay account before filing the complaint.

•     c) File the complaint according to the Documenting a complaint section of the guide.

•     d) Direct the complaint to the seller.

8. What is the potential risk of not properly identifying, handling, and documenting complaints according to eBay's policy?

•     a) There is no risk involved.

•     b) It can expose eBay to legal, regulatory, reputational, operational, and customer experience risk.

•     c) It can lead to a decrease in eBay's stock price.

•     d) It can lead to an increase in eBay's operational costs.