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WorksheetsWish Tools Spot Check
Total questions: 20
Worksheet time: 10mins
What refund reason do we use when the customer claims to have received an empty package and has provided us with an image of the shipping label/package?
Place order by mistake
Package was empty
Item is of poor quality
Received the wrong color
"The order is APPROVED and the customer requests to cancel their order. The merchant may also have approved the cancellation in the thread
If the merchant agreed to refund the customer after the order is in SHIPPED state. Refund under 'Store unable to fulfill order' with note 'Merchant agreed to cancellation'"
What refund reason is this?
Place order by mistake
Incorrect quantity of items
Item did not meet expectations
CS refund for customer cancelled order
Select among the choices below which belongs to the general address.
Delivered, Front Desk/Reception
Delivered with Signature
Delivered to DO/PDO
Delivered, Community Mailbox/Parcel Locker/Apt. or Condo Mailbox
Select among the choices below which belongs to a specific address.
Delivered to DO/PDO
Delivered, Community Mailbox/Parcel Locker/Apt. or Condo Mailbox
Delivered, Parcel Locker
Delivered through Letterbox
This refund reason should not be used when the merchant is being responsive within 48 hours and is making an effort to provide product information for the customer - continue to facilitate resolution between Merchant and Customer.
Product listing is missing information
Item did not meet expectations
Item does not match listing
Incorrect quantity of items
We select this refund reason if customer receives a clothing/shoe item that was too large/small.
Item does not match listing
Received the wrong item
Item does not fit
Item does not work as described
Which among the following do you require photos to refund the customer?
Place order by mistake
Item does not fit
Received the wrong item
Item is damaged
Issue: Customer receives the item in their chosen variation, but isn’t happy with the quality or functionality.
What refund reason would you select?
Received the wrong item
Item does not fit
Item is of poor quality
Item did not meet expectations
Fill in the blanks: If merchant provides shipping _________________________ instead of label, let _______________ know that it's not currently accepted.
Link, Customer
Tracking Number, Merchant
Account Number, Merchant
Account Number, Customer
Fill in the blanks: Order is in __________ status, agent should refund > CS refund for customer _________ order.
approved, cancelled
cancelled, approved
approved, pending
pending, approved
If the order is in shipped status and customer wanted to cancel order, what is the first thing that you need to do?
Advise to contact carrier
Advise to wait for the item to arrive
Refund order
Message merchant
For customers inquiring about the confirmation of their refund and 14 days have passed, what information do you need to ask from the customer?
Ask to wait for 48 more hours
Ask to contact their bank for a charge receipt
Agents should push back and ask customers to wait
Ask a screenshot of their bank statement
For fraud check, you need to determine if the customer's ticket fit all three criteria. Select all that apply.
item is HVI (> $100)
Merchant is strategic
There are several transactions in the customer's history that had refunds
Customer refund rates > 50%
How many pushbacks do you need if customer is unable to provide a screenshot of their bank statement?
1
2
3
4
Which of the following spiels are not allowed to put in your responses?
You are not required to return the item as you may keep or donate it, whichever is convenient for you.
I hope this helps. We are looking forward to your favorable reply for the refund offer. Hope to hear back from you soon.
To make this right for you, I would like to offer you a full refund for this item including the shipping cost.
Have a good day and tell us more about our service, please rate our customer support by answering the question below.
For HVI items, what will be your next step if merchant is unable to provide an adequate shipping label and the customer lives in a non-RCC?
Refund the merchant
Refund Wish
Refund the customer
Offer Wish Cash
What if customer was unable to receive his or her HV item and it's beyond ETA, what's the next step?
Close ticket
Message merchant
Message the Operations Manager of Wish
Refund the customer
What is the meaning of MLBA?
Making Life Better (with) Alorica
Making Lives Best (with) Alorica
Molding Lives Better (with) Alorica
Making Lives Better (with) Alorica
Who are the Operations Managers of Wish Davao? Select all that apply.
Eden Mira Borja
Norbert Silvallana
Oliver Bulosan
Steven Kauel Ayuson
Jarvis Merquita
What is the best canned response if customer refuses the HVI package and the tracking confirms refusal or package being returned to sender?
Refund CR: Refund > Issue: Item was returned to seller
Refund CR: Refund > Issue: Customer provided an invalid address
Refund CR: Refund > Issue: Item held at customs
No refund CR: Shipping < Item was returned to sender (False)
