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WorksheetsCS Quiz2
Total questions: 15
Worksheet time: 1hrs 15mins
Who are you escalating to if the customer wants to cancel their delayed delivery the order status is handled by seller?
PSC
Courier
Team Lead
SME
What is the resolution for a customer's order that is within SLA and the customer is asking to have the delivery be expedited?
Advise the customer that we will be coordinating with our courier to have the delivery be done ASAP..
Inform the customer that they will need to contact the courier for them to request to have the delivery be done ASAP.
Educate the customer that the delivery date is within the promised date and they just need to wait for the delivery. If in case that the item is not delivered by that date, then they can contact us back again.
Tell the customer that there is nothing we can do in our end and he needs to just wait for it.
This is a cancellation reason is because our system automatically cancel the duplicate order.
Wrong pricing
Fraud
Out of stock
Duplicate
Our seller has breached the lead time in fulfilling the order. Since there’s no guarantee that the item will be fulfilled by the seller, we have initiated a cancellation.
Product Discontinued
Out of Stock
Sourcing Delay
Fraud
Ninja Van tagged the item delivered but the customer called in and is saying he didn't received the item. What will be the resolution you will be providing?
Inform the customer that we will be getting an approval to process the whole refund for the missing delivery.
Advise the customer that we will be coordinating with our courier to check with them why they tagged it delivered by the customer didn't received.
Inform the customer that we will be escalating to the courier and will be requesting for the proof of delivery.
This Pick up collection is available for what courier:
Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 3 days, parcel will be returned to sender and a refund will be triggered.
SpeedPost
Singpost
Ninja Van
What if there is nothing showing up for the collection point in the customer's address?
Advise the customer that there is no collection point near them.
Advise the customer that they will need to select the home delivery for this case.
Educate the customer that they need amend your address to refresh the nearest point nearby.
What does the customer need if they will be collecting their parcel from SpeedPost?
Customer can bring along either their QR code or SMS
Customer can bring along either their notification email or SMS.
Customer needs to have the tracking number or the phone number.
A customer is asking when can he get his parcel from Ninja Box?
Inform the customer that he can collect the item on the 3rd day after the order was placed.
Tell the customer that we will inform them via email when can they collect the item.
Our logistic partner will inform you of the delivery details via SMS once the parcel is ready to be collected.
How long does the customer have to collect the item if they selected Ninja Van as a collection point.
5
10
2
Can a different person collect the item on behalf of the customer in a Ninja Point?
Yes, as long as that person who is collecting on your behalf has your parcel QR code.
Yes, as long as that person who is collecting on your behalf has your parcel Tracking ID or registered name, and the verification code.
Yes, they can bring along either their notification email or SMS.
Can someone else collect the parcel on behalf in a Ninja Box?
Yes, as long as that person who is collecting on your behalf has your parcel QR code.
Yes, as long as that person who is collecting on your behalf has your parcel Tracking ID or registered name, and the verification code.
Yes, they can bring along either their notification email or SMS.
What will be the resolution if a customer is wanting to change from self collection to home delivery?
Inform the customer that we will be contacting the courier and will keep them posted within 24 to 48 hours.
We apologize that we are unable to support the switch to other delivery options at the moment.
We apologize that we are able to support the switch to other delivery options as of now.
What happens to a parcel if Ninja Box is full?
Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 2 days, parcel will be returned to sender and a refund will be triggered
Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 3 days, parcel will be returned to sender and a refund will be triggered
Customer will receive a SMS notification to inform them that the location is full and allow customer to select another location. If no selection after 5 days, parcel will be returned to sender and a refund will be triggered
What happens to a parcel if the Pop Station is full?
SPP will attempt the same location the next day and if the popstation is still full, Speedpost will redirect to the nearest POPStation and inform customer via SMS.
Speedpost will redirect to the nearest POPStation and inform customer via SMS.
SPP will attempt the for three days location the next day and if the popstation is still full, Speedpost will redirect to the nearest POPStation and inform customer via SMS.
