WorksheetsSIB - Knowkledge Check Quiz July - W28
Total questions: 11
Worksheet time: 45mins
Choose (ALL) the scenarios we escalate to LEL CS.
Seller reached out to PSC claiming they have a returned item that has been 120 days delayed.
Seller reached out to PSC seeking assistance on how to cancel an order that is in "RTS"
Seller reached out to PSC for disputes in their Seller solution shipping fees as seller is wringly charges of 20 USD.
Seller reached out to PSC claiming their returned item is damaged.
Asean LGF drop off
Choose the correct answer with all the scenarios we escalate to Seller Products.
GSP issues
Issues regarding abnormal Bundled promotion
Q&A
GSP Clone
Sponsored Products
Store builder
GSP chat
voucher setting
Business Advisor
other new function in ASC( such as sell picks/seller forum/Growth Center)
Free Shipping tool
IM ( chat)
Issues regarding abnormal Bundled promotion
Q&A
GSP Clone
Sponsored Products
Store builder
voucher setting
Business Advisor
other new function in ASC( such as sell picks/seller forum/Growth Center)
Free Shipping tool
IM ( chat)
GSP issues
Issues regarding abnormal Bundled promotion
Sponsored Products
Store builder
GSP chat
voucher setting
Business Advisor
other new function in ASC( such as sell picks/seller forum/Growth Center)
Free Shipping tool
IM ( chat)
GSP issues
Issues regarding abnormal Bundled promotion
Q&A
GSP Clone
Sponsored Products
Store builder
GSP chat
other new function in ASC( such as sell picks/seller forum/Growth Center)
Free Shipping tool
IM ( chat)
Scenarios: seller reached out PSC because they are having problems logging in ASC. When you checked the seller's account , their account is inactive.
Choose the steps should you do to process teh case correctly.
Check the deactivated sellers file from Bizrisk provided by Ivy- and since seller is part of the list, change ownership of the parent case to Bizrisk. Please make sure to use Spam-Junk as business catgeory tagging.
Countercheck on the Fraud sellers clean up 712 file , and refer to "column G". If it's "Y", please ask seller to take photo with hands holding his ID card. If seller do not reply within 48h, then solve automatically.
Please make sure to use Spam-Junk as business catgeory tagging.
Please check in the attachment and refer to column G. If it's "Y", please ask seller to take photo with hands holding his ID card. If seller do not reply within 48h, then solve automatically.
Also, counter check trhe file provided by Ivy and refer to column I. If it's Y", reason is fraud. Please use previous terms to reply and solve tickets.
Please make sure to use Spam-Junk as business catgeory tagging.
Countercheck on the Fraud sellers clean up 712 file, and refer to column "I" . If it's Y"", it's because it's fraud. Please use previous terms to reply and solve tickets. Please make sure to use Spam-Junk as business catgeory tagging.
Choose the correct business category.
Scenario: Customer reached out to CS because she is claiming she has not received her order yet but she receieved amn SMS that her order has been successfully delovered. Upon checking in C360 and ASC the order is delivered however the tracking number is untraceable. The Seller Solution order is still within SLA.
IB: Buyer Escalation: Order status Enquiry: Order status is RTS- TTS
IB: Buyer Escalation: Order cancellation
IB: Buyer Escalation: Order status Enquiry: Order status is delivered
IB: Buyer Escalation: Problem with item received
IB: Buyer Escalation: Request for POD
Select the (ALL) correct actions and resolution on the case. Scenario: Seller reached out to PSC clariying if the SMS he recieved is from Lazada. He mentioned he can not understand the contents. Message is as follow: "As of June 26, 2019, you have 1 items in RTS. Check your order's shipment type (pickup/drop-off) and ensure fulfillment in a timely manner. Orders not handed over to our courier w/in 5 working days after HBS date will be cancelled, affecting your cancellation rating and OVL. Pls disregard if already processed".
Log in to seller's account and check fo seller has pending orders.
Advise seller to make sure they process their orders on time to avoid getting the SMS message .
Inform seller that you have checked their account and you can see that there are no pending orders.
Advise seller to disregard the message that they received.
Explain to the seller that Lazada sends out message to sellers to remind their to process orders. If seller has processed all their orders, seller can disregard and sms message.
Select (ALL) the correct actions that needs to be done + resolution on the case.
Scenario: Seller from Taiwan reached out to to PSC becasue they received a notification that they will now have priority shipping in Singapore last July 1. Seller eants to know why they still don't have it in all of their lazada Shops.
Refer seller to comms sent to sellers: [Important] Lazada will introduce Priority Shipping Option to all China and Hong Kong Sellers！
Log in and check seller's details in S360 or ASC.
Educate the seller that the priority shipping fee are only available for CN sellers.
Educate the seller that the priority shipping fee are only available for HKsellers.
Educate the seller that the priority shipping fee are only available for KR sellers.
Educate the seller that the priority shipping fee are only available for KA sellers.
Advise seller that the priority shipping fee is only available for SG
In which sentences/questions is the Present Perfect Tense used correctly? Choose ALL the correct answers.
The present perfect tense refers to an action or state that either occurred at an indefinite time in the past (e.g., we have talked before) or began in the past and continued to the present time (e.g., he has grown impatient over the last hour). This tense is formed by have/has + the past participle.
I have put away all the laundry. ( Correct)
I have put away all the laundry this morning. ( Incorrect)
The lesson has just begun.
He has forgetted his homework.
He has forgotten his homework.
They have meeted at the airport.
They have met at the airport.
Choose all the adjectives.
lively
monthly
lovely
hungrily
silly
Choose all the adverbs.
quietly
monthly
fully
generally
hungrily
Choose the (ALL) Order fulfillment issues PSC can handle:
Seller reached out to PSC seeking assistance on how to cancel an order that is in "RTS"
Seller reached out to PSC seeking assistance as the invoice of the order is not clear upon printing.
Seller reached out to PSC claiming their returned item is damaged upon receiving it.
Seller reached out to PSC about a retuned order which was only returned by the customer 2 days ago.
Seller reached out to PSC reached out to PSC because they need to add LGS codes.
A seller contacted PSC because they want to ask how to become a Lazada seller. When you checked the seller 's details , you saw that seller is a new live seller in MY.
What is the correct business category for this query?
IB: Legalmatters> contract queries
IB: Others > Spam - Junk
IB: Commercial> Account - shop expansion
IB: Commercial> Marketing queries
