PST DAY 6

Below are the reasons why we issue an adjust credit to a customer's invoice, EXCEPT:

• Refund for a digital product

• Customer wanted to return a package since they no longer want the ISBNs

• Credit and rebill

• TAX Adjustment

These are key points that are related to returns. EXCEPT?

• If the returned products is non-Pearson stock, it is returned to the customer.

• Customer whose returns are denied would receive a return denial notification.

• Transaction type in TEP should be HE-US-STANDARD ORDER

You do not need to enter the Order Source and Refund Reason in the case in OneCRM Salesforce.

• TRUE

• FALSE

Which of these are type of customer under the Rental Orders?

• Businesses

• Students

• Follett College Bookstore

• All of the above

All are 3 ways to create an RMAs, EXCEPT:

• Copying a whole order

• Copying a line item

• Standalone RMAs

• Copy a case through Salesforce

When do we follow-up an AOS case?

• Follow up every 3 days

• Follow up every 7 days

• Follow up every 2 days

• Follow up every 72 hours

What does RMA stands for?

• Return Merchandise Authorization

• Return Material Authorization

• Return Memory Authorization

• Return Money Authorization

If there are no updates on the sheet past 72 hours, to whom do we send an email for Customer Adjustments?

• Stock Stockton and Amy Herrick

• TL and SME

• Christine Fennell and Sandra Fields

• Karina Alarcon and Klair Hernandez

We don't need an RMA when creating a Return label.

• TRUE

• FALSE

What is the cap weeks do we advise our customers when the refund is usually processed?

• 4-6 weeks

• 7-12 weeks

• 8-14 weeks

• 1-3 weeks