Monthly Quiz

Who will be responsible for DDU payment if the consignee refuses to pay DDU?

• Client

• Janio

• Sender

• parcel will be destroyed

When can we use the issue type "Exceptions-Maximum Attempt?"

• When the consignee confirmed, no one ever came.
  

• When the sender requests the agent for redelivery

• When the MS team sends an outbound email to the client to inform them that the previous delivery attempts have reached the number of max attempts & seek their advice for the next course of action.
  

• When the MS team sends an outbound email to the client to inform that the previous delivery attempt failed due to the consignee rejecting the parcel/canceled the shipment & seeking their advice for the next course of action

What should the agent inform if a consignee insists on why the package has not progressed since Dec 24, 2023?

• confirmation of lost package

• apologize and escalate

• Inform consignee to wait for the next 1 week
  

• Confirm that the 24th is the date of Janio's client order. We have received the order details but not the parcel. Suggest contacting the Merchant.

The agent will escalate to ops to arrange pickup; what issue type should the agent choose based on the picture?

• Pick Up - Reschedule Pickup

• Pick Up - Expedite Pickup

• General - Status of Parcel

• General - Delivery/Pickup Time Slot

Which one is the correct statement?

• CS will escalate to SME team when the client request to return the parcel by providing the return details, including PIC name, PIC contact number, & return address.

• In general, a return label will be created on the Janio ops portal (Submit Return Order (New) > Paste the TN in the field “Forward Tracking Number” > Search)

• "Consignee Information” field - SME team can adjust based on the return details provided by the CS in the escalation template.

• All answers are correct.

Which one is the correct statement, except?

• Cancellation ECMS SG order requests can be escalated to SME team.

• When the sender cannot provide the cancellation proof, ask them to contact the merchant (Amazon/ECMS), as we are only dealing with the client.

• Once SME team cancel the ECMS SG order on Janio ops portal, they can resolve the ticket and inform the client that the cancellation of the order has been acknowledged.

• CS can acknowledge the cancellation request from the sender once they can provide the cancellation proof from Amazon/ECMS.

Which one is the correct statement?

• CS can escalate to ops directly to cancel the order and inform them not to attempt the pickup.

• Once the cancellation is done by SME team via Janio ops portal, they will escalate to ops to make sure the pickup is not attempted.

• When the consignee request to cancel the order, CS can escalate to SME team to proceed with the cancellation.

• CS can escalate to ops directly to cancel the order and inform them not to attempt the pickup.
  
  and
  
  Once the cancellation is done by SME team via Janio ops portal, they will escalate to ops to make sure the pickup is not attempted.
  
  are correct.

Which one is the correct statement?

• Maximum delivery attempts and the client requests to redeliver the parcel, CS can escalate to SME team to create the new TN.

• Maximum delivery attempts and the client requests to redeliver the parcel, CS can escalate to SME team to create the new TN.

  and

  When the consignee requests to redeliver but the new TN is required, CS can advise them to contact the merchant directly.

  are correct.

• When the parcel has been returned to our warehouse and the new TN is required for redelivery, CS can advise the client to create the new TN on Merchant Portal.

• When the consignee requests to redeliver but the new TN is required, CS can advise them to contact the merchant directly.

Which one is the correct statement?

• When ops team flags out that the parcel is damaged and sends the exception email to MS team, but there is a consignee ticket also asking about their parcel, CS can advise the consignee to contact the merchant directly without informing that the parcel is damaged.

• Communication about the damaged parcels should be done by the MS team and the clients.

• All answers are correct.

• Should there is no further escalation from Tier 1 to the ops team when the consignee is asking about the damaged parcels.

The following inquiries can be assigned to the SME team related to Finance/Billing :

• consigne wants to pay DDU

• Client requests an invoice for a specific period

• Client wants a weight dispute

• The consignee wants to pay the COD order via transfer.