WorksheetsDay 3 Quiz SocMed
Total questions: 20
Worksheet time: 40mins
For DRTM, how many days should seller respond to customer's return request?
3 working days
3 calendar days
7 calendar days
7 working days
What are the 3 seller responses to the customer' return request?
Return
Refund
Rejected
Replacement
For DRTM, once refund has been processed by the seller, status of the order will change to “Refund Pending”.
True
False
For DRTM, if the seller asks the customer to return the item, the status will change to "Customer to Return".
True
False
For DRTM, if the seller rejects the return, the status of the item will change to ________________.
Return rejected
Return closed
Return pending
Refund pending
For DRTM missing items or freebies, seller also has the option to process a partial refund depending on the agreement made by the buyer and seller.
.
True
False
If the DRTM Seller rejected the customer return and still within 7 days from rejection date, CS agent should.
Advise the customer to escalate seller to commercial
Advise customer to file a dispute and chat with the seller to negotiate or settle the issue offline
Chat the seller and ask to reconsider by just issuing a voucher
Escalate to Lazada PH CEO
For DRTM, what should you advise the customer if the seller ask the customer to return the item?
Select shipment method within 7 days
Select refund method within 7 days
Select return button within 7 days
Select dispute button within 7 days
What is the time frame for the refund via credit card reversal?
5 to 45 banking days
5 to 15 banking days
5 to 15 calendar days
5 to 45 calendar days
For DRTM, after selecting shipment method, the status of return will change to _________________ and customer must return the item to LBC within ______ days.
To be dropped off, 3 days
To be dropped off, 7 days
To be returned, 3 days
To be returned, 7 days
How many days of refund processing for Lazada wallet?
24 to 48 hours
72 hours
36 hours
24 to 72 hours
For Lazmall process, if the order was cancelled due to system error, Lazmall adviser can provide the price difference of the item below 1000?
True
False
For Lazmall process, if the price difference is more than 1000, who will approve the voucher?
TL, SME, Digital
Lazmall Adviser
Operation Manager
Inhouse POC's or Leads
For DRTM, the return status is dispute in progress within 3 days, agent should educate the customer that Dispute Team will handle the case and provide a feedback to the customer.
False
True
For Lazmall process, how to handle counterfeit issue?
Listen to the customer
Acknowledge the issue
Probe
Pending the issue
Full name:
What is the time frame for debit card reversal once refund has been processed?
5 to 45 banking days
5 to 15 banking days
5 to 10 banking days
5 to 25 banking days
What are the Lazmall Promise Overview?
100% authenticity
7 days easy return
next day delivery
fast refund
How much is the shipping fee for Lazmart?
150
250
100
200
For DRTM item, what should you advise to customer if the item has damaged?
Submit ORF - online return form
Contact the seller
Return the item to Lazada warehouse as soon as possible
Return the item to LBC or J&T once seller respond to customer's return request of "Customer to Return"
