Supervisor PKT-1

Customer contacts to return the non-returnable product and Contact is made Post 3 days of product delivery, what should advisor do?

• None of these

• Raise the return

• Escalate the issue

• Politely deny the return request and educate the customer about the seller’s “No returns” policy and close the incident.

If a customer Contacts Post 3 days of product delivery what should the consultant do ? (No Return Policy)

• Consultant can ask the customer to wait for 24 hours 

• Consultant can take the return request as per customer voc

• Consultant can escalate the case to L2 team 

• Politely deny the return request and educate the customer about the seller’s “No returns” policy and close the incident.

Find the odd one out While creating return advisor should not miss to confirm ________ from the customer 

• Pickup Address

• phone number

• inner or outer packaging manner

• Plus Membership

Fees paid for products with Sale Fee will be refunded if they are cancelled or returned?

• True 

• False 

In case of missing item you should mention complete notes in the tagging, Packaging manner ( inner , outer ) , resolution TAT should be captured in the notes?

• No

• Yes

The Shopsy No Cancellation Policy is  applied to products less than ____ ?

• Rs.250

• Rs500

• Rs700

• Rs1000

What are the return rejection reason by the FRM team?

• NO_REVERT_ON_ID_PROOF_REQUEST

• All of these are correct 

• NO_REVERT_ON_CONSENT_FORM

• NO_REVERT_WITH_PRODUCT_IMAGE

In OPEN BOX DELIVERY (OBD) if customer receive mismatch in model, missing accessories or damage product at the time of delivery, is it mandatory to take the product and then raise a return request ?

• Yes after taking the product customer can raise the return request 

• No customer can deny the product at door step

What information agents should provide to customer ,If customer contacts stating his/her order is showing a long promise date?

• Inform the customer that due to a technical issue, the long promise date is reflected on the order page, Assure the customer that their order is on track & will be delivered at the earliest. Once the correct data is available, we will provide you with an update through SMS.

• Inform the customer that due to an Operational issue, the long promise date is reflected on the order page, Assure the customer that their order is on track & will be delivered at the earliest. Once the correct data is available, we will provide you with an update through SMS.

• Inform the customer that due to a logistic issue, the long promise date is reflected on the order page,  Assure the customer that their order is on track & will be delivered at the earliest. Once the correct data is available, we will provide you with an update through SMS.

• None of these

The product is not picked, however the refund is initiated

• replace and don’t expect

• wait and refund 

• refund and don’t expect

• wait and replace