LPC Quiz

The customer is calling today 9/28/23 and they are indicating they haven't received their order yet.
Check the tracking details linked here https://www.fedex.com/fedextrack/?trknbr=704243728900&trkqual=12026~704243728900~FDEG
Would you be able to credit the customer back for this order?

• No

• Yes

You've checked the tracking details and the package is confirmed delivered.
The customer is stating they didn't receive the package.
What details should you check to determine your next steps?
(Select all that apply)

• Check the package value

• When the package was delivered

• Salesforce case history

• Filter your Salesforce search by selecting "Chatter" and search the shipping address on the order to see if any previous cases exist

What ServiceHUB appeasement reason code is used if for an LPC that qualifies for a credit back?

• Late Delivery

• Pure Compensation

• Missing Delivery

• Missing Article

The customer's package is confirmed delivered based on the carrier tracking page details.
You've determined a customer is eligible for an appeasement for their LPC inquiry because the package value is under $150 and they don't have a Salesforce Case history.
What are some key details you should document in your Salesforce Case?
(Select all that apply)

• Your subject line should indicate the LPC appeasement

• Post Note
  The shipping address on the order

• Post Note
  The package value amount

• Post Note
  Indicate what the scenario was
  Ex. Label created, no movement; 1st time LPC under $150, Stuck in Transit, etc.

If a customer is calling about a package that is confirmed delivered based on the carrier tracking details, you should check the customer's Salesforce case history. You should also check the shipping address on the order.
To do so, you would need to use the Salesforce "Global Search" field and use the drop down menu to select the "Chatter" option to search for the address within post notes.
True or False

• True

• False

The customer is contacting us stating they noticed their package was delivered, based on tracking https://www.fedex.com/fedextrack/?trknbr=704580136845&trkqual=2460213000~704580136845~FX
but it's no longer at their front door.
They are asking what can be done.
You confirmed the package value is $180 and they don't have a case history.
Would you credit this customer back immediately?

• Yes

• No