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WorksheetsCS Final Quiz
Total questions: 50
Worksheet time: 4hrs 10mins
Such information has significant value for LAZADA Group, and any unauthorized disclosure or dissemination could result in severe financial or reputation damage to the organization.
Strictly Confidential Information
Public Information
Internal Information
Such information can be disclosed or disseminated without any restrictions on content, audience or time of publication.
Internal Information
Public Information
Confidential Information
What link does a customer need to visit in order to go the Lazada Singapore homepage?
www.lazada.sg
www.lazada.com
www.lazada.com.sg
What are the details that the customer can edit/change in the Lazada account?
Shipping address, Name, Birthday, Email address, Mobile number
Shipping address, Billing address, Name, Delivery date
Name, Order number, Payment Option, Email address, Item quantity
A curated selection of leading International and Local brands, top-rated online brands and authorized brand distributors.
LazMall
LazaMall
LazMart
A membership program that offers you daily savings, rewards and lifestyle services from leading online companies in Singapore such as Lazada, Redmart, Netflix, Chope, Grab, FoodPanda, Ofo, Citibank and SISTIC. This means that you can get more savings, more exclusive deals and more lifestyle services you love.
LeaveUp
LiveUp
LiftUp
The digital wallet of Lazada. It allows customer to make electronic transactions. This includes purchasing online, top up, promotion coupon and refund.
Top Up
Credit/Debit card
Lazada Wallet
The following options can be done on a customer's Lazada wallet except for:
Withdrawing the balance
Topping up
Refunds for cancellation or return
If a customer calls in and is claiming that they are not able to activate their Lazada Wallet, what is the first thing that you need to do?
Ask the customer is they are using a desktop, laptop, mobile device or tablet.
Confirm if the caller has an active account with Lazada.
Inform the customer that we will be doing a basic troubleshooting steps first to see if the issue persist afterwards.
Items being sourced and sold by different Merchants Locally. These types of merchandise can be identified on the Product page as "Sold by (Merchant Name)".
Local Marketplace products
Cross-Border (CB) Marketplace products
Retail products
The following are the warranty offered by Lazada to our customers:
Manufacturer Warranty, Non-Local Manufacturer Warranty, International Seller Warranty, Non-Local Warranty, No Warranty
Local Manufacturer Warranty, International Manufacturer Warranty, Seller Warranty, International-Local Warranty, No Warranty
Local Manufacturer Warranty, International Manufacturer Warranty, Seller Warranty, Non-Local Warranty, No Warranty
The warranty is generally offered by International brand manufacturers. Warranty service is available in various selected countries.
Seller Warranty
Non-Local Warranty
International Manufacturer Warranty
What are the types of product do we offer in Lazada Singapore. Select all that applies:
Local Marketplace products
Retail products
Cross-Border (CB) Marketplace products
Taobao Collection
Where can the customer see their vouchers/discount code that are available for them to use?
My Account
Vouchers
LiveUp Membership
This are intangible goods that exist in digital form. It can also be described as variety services good that are stored, delivered, and used in its electronic format.
Top Up
Digital goods
Taobao Collection Items
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
Sourcing Delay
Out of Stock
Change of mind returns are not applicable for the following products except:
All undergarments
All groceries
LazMall items
It is a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time.
Buyer's protection
Warranty
Return Policy
Who are you escalating to if the customer wants to cancel their delayed delivery, the order status is shipped and will be delivered by J&T Express?
Team Lead
PSC
3PL
What couriers do we have for the collection point?
Courex and SpeedPost
NinjaVan and SpeedPost
J&T and CJ Express
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.
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.
What is Lazada's return policy for Non-LazMall Items?
15 days upon delivery
7 days upon delivery
7 business days upon delivery
If you return an item that does not meet the requirements for returns, Lazada have the right to:
Reject the return and any request for refund.
Process the refund immediately.
Accept the return and any request for refund.
If the seller doesn't responds to the customer's DRTM, what will happen?
Item name:
5 Meter High Speed HDMI Cable, Supports Ethernet, 3D, 4K, 1080p, and Audio Return
SKU: 327896483_SGAMZ-695168457
The customer will need to return the item.
The refund will be processed and the customer no longer need to return the item.
The customer will have the dispute button for 7 days.
Instant refund can be processed by the customer representative int heir end given that the customer is eligible in C360.
Yes, we can have the refund be initiated in our end.
No, we will need to escalate to our TL.
No, advise the customer that he needs to fill up the online returns form.
The warranty can be availed through a seller/manufacturer that is based outside Singapore. You will need to ship your product directly to the overseas address as provided by the seller/manufacturer.
International Manufacturers Warranty
Non-Local Warranty
Seller Warranty
What cancellation reason does the below statement fall in?
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.
Non-Local Warranty
Local Manufacturers Warranty
Seller Warranty
What is the return reason for the below?
If the item you received is with visible damage such as broken pieces, torn packaging, etc.
Defective
Not as Advertised
Damaged
Which return reason best describe below?
You ordered an item and you don’t like it anymore.
Counterfeit
Change of Mind
Defective
The customer is calling in and is insisting that the item was never sent to him but it is showing that it had been delivered. The parcel is delivered by SingPost Postal Mail upon checking in the system. What will CSC do?
Escalate to 3PL
File OMR
Escalate to PSC
How many days will it be for the quality evaluation of a returned item to Lazada?
up to 4 days
up to 4 business days
up to 4 days including non working days
How much is the cumulative value of a return per basket?
$20
$10
$30
What return reason will you be selecting for the below information?
If the item you received has missing part/s or accessories.
Missing Accessories
Missing Freebies
Not as Advertised
The process changing the status to delivered for a Warehouse item should be done by escalating to ________, given that the item is traceable.
PSC
Warehouse
Courier
What does OMR mean?
Order Manager Request
Order Management Request
Order Managing Request
What will we do if the customer calls in claiming that they Top-Up the wrong amount and is asking for a refund?
Apologize to the customer and inform them that we will not be able to reverse the Top-Up once it's processed
Apologize to the customer and advise them that we will be coordinating with Alipay to request for a refund.
Apologize to the customer and escalate to TL for the refund to be processed.
Customer is asking how long will his refund be back on his credit card?
ASAP
3-5 business days
up to 10 business days
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
Ninja Van
Singpost
This is a cancellation reason is because our system automatically cancel the duplicate order.
Wrong pricing
Out of stock
Duplicate
The Courier Pick-up return option is being done by which courier?
SpeedPost
SingPost
Ninja Van
What is the warranty for the item below:
Item name: 5 Meter High Speed HDMI Cable, Supports Ethernet, 3D, 4K, 1080p, and Audio Return
SKU: 327896483_SGAMZ-695168457
Local Manufacturer Warranty
Seller warranty
No Warranty
Marissa's SOF delivery needs to be tagged as failed delivery so that we can process the refund. What will CSC do?
Escalate to PSC
Escalate to SOF
Escalate to 3PL
Can CSC process the deactivation of a customer's account?
Yes, just log in the C360 tool.
No, we need to escalate the request to our support group so that they can have it done. But we need to inform the customer that everything in the account will also be deleted.
No, we need to escalate the request to our team leader so that they can have it done. But we need to inform the customer that everything in the account will also be deleted.
What is the resolution for a customer's order that is within SLA and the customer is asking to have the delivery be expedited?
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.
Inform the customer that they will need to contact the courier for them to request to have the delivery be done ASAP.
How can a customer initiate a return for their order?
The customer needs to contact the seller to have the return be initiated.
The customer needs to initiate the return request by calling Lazada customer support and we will process their request.
The customer needs to initiate the return request by filling up the online return form by logging in on their Lazada account.
What does the customear need if they will be collecting their parcel from SpeedPost?
Customer can bring along either their notification email or SMS.
Customer needs to have the tracking number or the phone number.
Customer needs to have the have the customer's name who ordered the item.
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.
Our logistic partner will inform you of the delivery details via SMS once the parcel is ready to be collected.
Tell the customer that we will inform them via email when can they collect the item.
How long does the customer have to collect the item if they selected Ninja Van as a collection point.
5 days
3 days
10 days
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.
