Mock Up Quiz | Retrieval Practice

TRUE or FALSE: A customer can still return a pair of boots after throwing the original packaging away.

• True

• False

Answer explanation

We encourage customers to ship returned items back in their original packaging. However, if they accidentally throw the original box, we instruct them to 'securely' pack the item using ANY box where the item fits and wrap the item in tissue paper to prevent it from getting damaged while in transit.

How much is the handling fee when returning accessories that are less than $80?

• $20

• $5

• $10

• $15

Answer explanation

• Items over $80 are eligible for free returns through our Thursday Boots Return Portal. If a customer would like to return accessories /shoe care items under $80 through our portal, this will incur a $5 handling fee. Customers are also welcome to return these accessories/shoe care items independently if they have a cheaper shipping option.

TRUE OR FALSE: Our gift cards have an expiration date.

• TRUE

• FALSE

Answer explanation

Gift cards DO NOT expire. Although, if a gift card is purchased on our website, it is important to remember that they are final sale. Meaning, they cannot be returned nor exchanged.

What do we do if a customer reaches out about receiving a pair of Captain boots that are heavily creased as if they weren't new.

• Skip the ticket. This goes to QC.

• Allow an exchange.

• Provide the link to the return portal.

• Let your lead know.

Answer explanation

If a customer complains about receiving a product that is looking worn, this is considered as QC. You may also check other indications of possible QC HERE.

TRUE OR FALSE: A customer can use 2 different gift cards in one order.

• TRUE

• FALSE

Answer explanation

Our website only allows 1 gift card during payment along with another form of payment (Credit card, Debit card, PayPal). If a customer wants to use two different gift cards, we can disable both gift cards they have and re-issue a new gift card with the combined amount.

A customer is flying to Texas but he wants to return an order which was originally shipped to Germany (an international order). What should you do?

• Secure approval from lead in creating a UPS return label. Once approved, instruct customer to drop it off any UPS location in Texas.

• Follow the international return process.

• Send an invoice for the exchange fee.

• There is nothing we can do for the customer.

Answer explanation

We can issue a prepaid return shipping label for an international customer who wants to return the order in the US provided that the lead approves the manual creation of the return label.

The same rule applies for purchases made at the retail store and the customer is unable to drop by the store to process a return or exchange. Once a label has been issued, you may inform the customer to drop it off at any UPS location. Remember to log this in the Customer Internal Care Tracker.

A customer said her family is celebrating her mother's 75th birthday. She wants to buy 10 pairs of boots for her brothers and uncles to wear to the party. She wants to know if buying this much entitles her to a discount.

• Tell her we do not offer discounts.

• We can offer the factory seconds if she wishes to buy the pairs a discounted price.

• Ask customer for the details of the items she wishes to buy and ask lead for approval.

• Just give her a discount immediately. She's buying a lot of pairs anyway.

Answer explanation

We do not offer discounts. However, in special situations like this (e.g. wedding) where a customer is interested in buying a lot of pairs, we can seek approval from our lead. They are typically able to provide a discounted rate depending on the situation or the number of pairs the customer is wanting to purchase.

It is important to note that we need to get the details of the order first from the customer but we do not give customer any assurance until you secure an approval from your lead.

Customer is following up on her refund. When you checked the order has already arrived 2 days ago. It hasn't been inspected yet. What should you tell the customer?

• Set expectations that it takes up to 10 business days from the day the warehouse receives the item before we can process a refund.

• We don't want the customer to wait so just process it immediately.

Answer explanation

It can take up to 10 business days once an item arrives back to us for our warehouse to process and submit a refund.

TRUE OR FALSE: We use the Shipping Rates Dashboard to check for incoming stocks if the item is out of stock on ChannelApe.

• TRUE

• FALSE

Answer explanation

We use the Shipment Tracker in checking for possible restocks.

If a customer is returning an item that is beyond the return window, what do we typically ask for?

• Images of the top and bottom parts of the pair.

• Order number

• Date of purchase

• Tracking number

Answer explanation

We are required to ask for images of the item/s if the order is outside of the 30-day return timeframe.

The only time we ask for images within the 30-day window is when a customer mentions that he/she has worn them.