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WorksheetsLazMall POst Assessment
Total questions: 12
Worksheet time: 12mins
True or False. Lazmall items are no longer required to be QC'ed.
True
False
True or False. We must not tell proactively to the Lazmall customers that we offer a 2nd refund since they are considered as VIP.
True
False
True or False. Lazmall orders can be cancelled.
True
False
A counterfeit investigation done by Lazmall group can last up to:
10 days
13 days
30 days
30 working days
The customer contact Lazada saying that only Lazmall items are authentic and the rest are not. What would would you say?
Lazada has stringent policies on all our sellers and we do not support selling of authentic items, be it Lazmall or non-Lazmall
Lazada has stringent policies on all our buyers and we support selling of counterfeit items, be it Lazmall or non-Lazmall.
Lazada has stringent policies on all our sellers and we support selling of counterfeit items, be it Lazmall or non-Lazmall.
Lazada has stringent policies on all our sellers and we do not support selling of counterfeit items, be it Lazmall or non-Lazmall
We do not proactively offer price difference on a Lazada initiated cancellation (<Php1000) regardless if there is no similar SKU/item available on the website.
True
False
Customer demands the he want to order the item has is currently out of stock. What will you offer?
Offer a compensation voucher
Offer a different item.
Offer the same specifications from another merchant.
Offer the same specifications from another buyer.
A customer contacted Lazada because the cellphone he bought from a Lazmall seller shows defect. You checked that the item was delivered August 15. How do you handle the issue since item is beyond return period?
Check if the item is within warranty. Escalate the case to Returns to ask for return request.
Check if the item is within warranty. Escalate the case to System_Error to ask for service center information.
Check if the item is within warranty. Escalate the case to Courier Complaints and Breach to ask for return request
a. Check if the item is within warranty. Escalate the case to PSC to ask for service center information.
A customer is complaining that the Lazmall seller delivered a different item from what he ordered. What will you do first?
Check if it’s within return policy
Check if it’s within warranty policy
Escalate to PSC
Escalate to Returns
When a LazMall order is in “Transit to Ship” status for more than 48 hours. Agent should:
Escalate to Malasakit Courier Complaints and Breached
Escalate to PSC
Escalate to Sortation Team
Escalate to Pick Up Team/First Mile
When a customer complains that the LazMall item received is fake, agent should:
Advise the customer to chat with the seller via IM Chat
Check PDP for the item specifications and ask for proof
Advise the customer to submit the ORF using counterfeit reason
Acknowledge the issue and apologize to the customer for receiving a fake item
LazMall's return period is:
15 days
15 working days
14 days
14 working days
