Font size
WorksheetsUpskill Assessment
Total questions: 20
Worksheet time: 40mins
For MP DRTM, how many days should seller respond to the customer's return request?
2 business days
2 calendar days
3 working days
7 business days
What are the valid courier complaints? Select all that apply.
Rude courier
Courier asked for the payment higher than the original order amount
Courier was able to provide change for the payment order
Courier asked for payment for the prepaid order
For MP DRTM return, what are the 3 options of seller decision to the customer's return request?
Refund
Return
Reject
Replacement
For CB DRTM, customers have to wait for the item to be returned to the seller before they get their refund.
True
False
Rose ordered a laptop last October 26, 2021. Promised EDD from October 29 to November 6, 2021. Rose contacted the Live chat agent to follow up on the order on November 4, 2021. Upon checking, the status is still on Ready to ship. Do we consider this scenario as WIMO within?
True
False
For MP DRTM, if the seller rejects the return, the status of the item will change to ________________.
Return closed
Refund pending
Return rejected
Return pending
Buyers can modify their address for an order provided it meets the following conditions: Select all that apply.
The order is unpaid / COD
The buyer has modified the address for the order before
The seller has not Packed the order yet
Robert ordered a computer table for his work from home set up. Suddenly, there are missing parts and the computer table cannot be used. He returned it to J&T and refunded it thru a credit card. What is the time frame for the refund via credit card reversal?
5 to 45 calendar days
5 to 15 banking days
5 to 15 calendar days
5 to 45 banking days
Bea ordered a floral dress for her mother as a birthday gift. Suddenly, she received the wrong item which is a short sleeve blouse. She reported it to the seller and refunded it thru a debit card. What is the time frame for debit card reversal once the refund has been processed?
5 to 45 banking days
5 to 15 banking days
5 to 25 banking days
5 to 10 banking days
For CB DRTM, what are the 2 options of seller decision if the customer submitted an Online Return Form (ORF)?
Return
Refund
Rejected
Replacement
Full name:
Ben received an empty box and it was reported to the Live Chat agent. Where to escalate the valid Anomaly concern of the DRTM item?
CSC_Anomaly_Concern
CSC_Account Security Specialist (ASC Team)
CSC_Returns & Refunds (RnR Team)
CSC_Anomaly_DRTM
Select all the delivery partners in Lazada Philippines who will deliver the parcels to customers.
LBC
J&T
JRMT
Ninja Van
Entrego
Problem with item received from the local seller is valid for return. How many days of return coverage for MP Local or DRTM items?
7 days
14 days
15 days
3 days
Gina received the wrong item from Lazmall. She wants to return and get a refund. How many days of return coverage for Lazmall Items?
30 days
14 days
7 days
3 days
What should you do if the customer requested for cancelation due to wrong address?
Track the request in the Cancellation YIDA tracker
Check the status of order if its RTS, TTS or Shipped
Escalate to Inhouse
Educate the customer about Cancelation Policy
Rona ordered Iphone X last October 25, 2021 and the promised delivery date is from October 28 to November 3, 2021. Rona contacted the chat agent to follow up the order on November 3, 2021. Upon checking, the status of order is Shipped. Do we consider this scenario as WIMO beyond?
True
False
What will happen if the order was tagged as failed delivery attempt and customer was unable to submit the re-delivery form within 12 hours? Select all that apply.
order will automatically be cancelled
order will be delivered to customer after 24 hours
order will be sent back to the seller
How to validate if the customer's concern is an anomaly issue? Select all that apply.
Item packaging is the same as the item ordered but contains rock and trash
The main item is missing but the accessories are inside the package
The main item is the same item from what was ordered with proof of the item received
Any item that is not being sold by the seller or Lazada
What will happen if the seller did not provide findings of the returned item for more than 2 business days? The item amount is P850 and paid using COD.
Auto-refund thru Lazada wallet
Auto-return and refund will be processed thru voucher
Auto dispute and refund will be processed thru Gcash
