QUIZ 3

Which payment status in Adyen means that the charge will be removed from the account and will not appear as a refund?

• Cancelled

• Settledbulk

• Authorised

• Refundedbulk

Which payment status in Adyen means that the funds have been captured or taken from the customer's account?

• Cancelled

• Settledbulk

• Authorised

• Refundedbulk

Which payment status in Adyen means that the payment was not successful?

• Cancelled

• Settledbulk

• Unauthorised

• Refused

Why do we need to check if the order cancellation request has been made less than or more than 5 minutes since the SD order was placed?

• Because the customer can still be refunded if it is still less than 5 minutes. The refund will reflect on their account within the day.

• Because the restaurant might have started preparing the food.

• Because we need to contact the restaurant all the time to check if they are happy to cancel the order.

• Because the customer will be charged after 5 minutes and we can no longer cancel the order whatever happens.

Ayden was calling as he received an email confirming a refund from Menulog yesterday. You were able to see this related ticket below. What should you advise Ayden?

• I will ask for a screenshot from Ayden.

• I will advise Ayden to call the bank.

• I will advise Ayden that refunds will take up to 10 business days and the refund was just processed yesterday.

• I will escalate the call to Solutions.

The customer has been calling as she has received a confirmation from Paypal about her order 117393533, but she could not locate it on her app. On Adyen you can see that the charge was there, authorized. What should you do to assist the customer?

• I will ask for a screenshot from Ayden.

• I will advise Ayden to call the bank.

• I will advise Ayden that refunds will take up to 5 business days and the refund was just processed yesterday.

• I will advise the customer that the payment will be voided since the order was not successfully processed.

What should we advise a customer who claims to have been charged in Menulog but did not have an account?

• Advise that it may be a friend or a family member that has access to his card has ordered through the site and if it is not the case, ask the customer to send us an email with the screenshot of the transaction.

• Connect the customer to Solutions Team right away to further assist.

• Simply advise the customer to contact the bank. Document the issue then submit the ticket as Solved.

• Get the contact details of the customer then advise that we will forward this to the appropriate team for further investigation.

TRUE or FALSE. For Critical Queries, I need to apply the Objection Handling Process before escalating the ticket?

• TRUE

• FALSE

How much voucher should I offer the customer if the missing meal is worth $38?

• $38

• $40

• $38 plus the delivery fee

• $40 plus the delivery fee

How much voucher should I offer the customer if the item from a combo missing does not have a stand-alone price?

• $10

• $5

• 50%

• Full refund