MSV - Wasla - Dec 2023

1. Shahd is chatting with us to complain about 2 orders that their cashback exceeded the SLA of 5 business days and hasn’t been added, what is the correct action to be taken from the following:

• 1. Ask Shahd to wait for 5 more days

• 1. Raise a ticket to the Operations team to escalate the issue

• 1. Raise a ticket to the Tech team.

• 1. None of these answers is correct

1. When we raise a ticket to the operations team, what is the maximum number of orders that should be included in each ticket?

• 1 order

• 2 orders

• 1. It doesn’t matter

• 1. Any number of orders as long as the are related to the same customer and the same issue

1. If the customer contacts us to follow up on his complaint that was raised to another team and we still haven't received any feedback from the them, what chat label should we choose?

• Inquiry

• Complaint

1. If the deal is -for example- EGP 300 for any purchase above EGP 1000,

2. what is really done is that the customer gets 30% of the amount of the items only.  

4.   So, in case the total amount of the items only without fees or VAT is less than EGP 1000 and the customer gets amount less than 30%, we will create a ticket to the operations team, otherwise, we will not.

• True

• False

1. We use the ASIN to search with it for a certain product on Amazon

• True

• False

1. We raise a ticket to the operations team only if we can find the item from Amazon in the marketing sheet, if we can’t find it, we will apologize to the customer that the cashback will not be added.

• True

• False

1. When does this Ticket Name used “Cashback_Complaint_Needs to be assigned”

• 1. When the items are not found on Amazon dashboard

• 1. When the items are found on Amazon Dashboard

• 1. When the items are not found in the marketing sheet

• 1. When the items are found in the marketing sheet

1. The Giftcard redemption status is "Redeemed", however the customer cannot find it anywhere on the app. This case is:

• 1. Giftcard Pending SLA exceeded

• 1. GiftCard Redemption Not received

• 1. Gift card rejection

What will happen if a customer makes 2 cashout redemption request at the same day?

• 1. Both will be processed

• 1. Both will be rejected

• 1. The first request will be processed while the other will be automatically rejected.

• 1. The app will not allow him to request the second one

We can use ................... to check whether the customer has activated the deal or not by using …….............

• Mixpanel - User id and user Alies

• Mixpanel - User id and deal id

• Operations sheet - User id

• Operations sheet - deal id