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WorksheetsSaks Final Exam - Returns
Total questions: 20
Worksheet time: 5hrs 0mins
How much is the return label and who is the carrier?
$9.95 Fedex
$9.90 Fedex and USP
$9.50 DHL and Fedex
$9.00 USPS
How long does the customer have to return furs, jewelry, and watches from the date of purchase?
30 days
25 days
60 days
35 days
A customer initiated a return 10 days ago and would like to follow up on the status and refund. What should you do?
Send an email to DC asking them to start an investigation with the carrier to find out what happened to the package.
Create RNR and inform the customer that it will be resolved within 10-14 business days.
Inform the customer that we have to wait within 14 business days to complete the return process and it is still within the time frame.
Create a concession case and request for a full refund for the customer.
What information do you need to be able to track a return from Narvar?
Customer's first and last Name
Customer's email address
Customer's order number and billing zip code
Customer's Name and phone number
In OMS, what option do you have to choose to refund the shipping charge?
Apply Holds
Refund Amount Options
Do Not Charge Shipping
Why Am I Charged
What would you do if a customer is checking the status of a cancelled order with status code RM (RM)
Tell the customer it was cancelled due to fraud
Tell the customer to contact their bank and dispute the charges
Tell the customer that their card has insufficient balance.
Create a case under H2 Hard Decline and advise the customer that they will contacted by the Security Team.
Which tab in Borderfree do we go to create an RMA?
Financial
Support
Emails
Return
How do I flag an order to waive off the return fee?
OMS/ Apply Holds
Blue Martini/ Pencil
CSMART/ Transaction History
Borderfree/ Order Details
Your customer is upset because she received a blouse with a makeup stain on it. What is your next step?
Issue a call tag, create a csmart ticket, and offer to replace another order.
Issue a call tag, create an open case and offer to replace the order.
Create a csmart ticket and offer to replace another order.
Issue a call tag, offer to replace the order. Flag the order through OMS and make notations on the order.
Customers can return saks.com items to a Saks Off5th store.
True
False
Maybe
Not sure
Customer called in wanted to check the status of her return. 14 Business days have already passed since the item was received by the DC as shown on the return tracking. What is the next step?
Create a case under Return not received.
Create a case under concession.
Send an email to the DC to check the status of the return.
Create a case under Merchandise not received.
Does S5A stores accept damaged merchandise from Saks.com?
Yes
Maybe
Not sure
No
Customer called stating she didn't receive a credit for her return. You track the return and it shows it was delivered back to the DC over 14 business days. You email the DC and they reply stating..."We can not locate the package." What is your next step?
Apologize and explain there isn't anything we can do
Tell her to do a dispute via her bank
Call a supervisor
Create an RNR case
The stores will have how many days to fulfill an order before it is canceled?
1
2
3
4
Which system will you go to view refund credit card transactions?
Blue Martini
OMS
CSMART
Saks.com
For Call Tag, how many pickup attempts will FedEx make?
3
5
4
2
If an order reads confirmed fraud, it is okay to tell the customer?
Yes
No
Maybe
Not sure
What is the status of 109314662?
Confirmed Fraud
Cancelled
Returned (R)
Shipped
If the item is grayed out for return, we will:
Over ride Narvar using the link found in the Core
Advise the customer to keep the item since it can no longer be returned, and offer an appeasement.
Submit a call tag request.
Advise the customer to use a third party return label.
When a customer returns an international order, we should always refund the return shipping fee.
Yes
No
Maybe
Not sure
