WorksheetsFinal Quiz
Total questions: 20
Worksheet time: 5hrs 0mins
You can only withdraw balance from the refunds portion of your Lazada Wallet via____?
711
Palawan Express
LBC
Gcash
For Retail items you can cancel the order on "Shipped" status.
True
False
A customer called to complain that he received a wrong item. Status: Delivered Item type: MP/DRTM Item
What should we inform the customer?
Educate the customer to file orf and drop off the item at the nearest return center.
Educate contact seller. Educate the customer to file orf and wait for the sellers response within 3 working days
Educate the customer to chat the seller to request for return.
This is the percent of contacts that are resolved by the service desk on the first interaction with the customer. For live calls or web chats, this means that the customer's issue is resolved before they hang up the phone or end the chat session.
Case management
First Contact Resolution
Transferred cases
First resolve resolution
For Lazmall items. Customer with bulky item can request pullout even its outside GMA.
True
False
The item is lost during delivery or shipped back to our warehouse.
False Delivered
Claims
Not yet delivered
Inital Payment
Customer contacts Lazada claiming that their card was used to purchased item in Lazada without their
permission. What should we inform the customer?
Educate the customer that we will cancel the order and Lazada will refund the money. Advise the customer to contact their card’s issuing bank to file a dispute.
Educate the customer that we will escalate the concern and try to cancel the order (if possible) and block their card from being used in Lazada platform. Advise the customer to contact their card’s issuing bank to file a dispute.
Advise the customer to contact their card’s issuing bank to file a dispute since Lazada is just a platform and we don't cater the concern.
Customer already provided the money to the fraudster?
Fraud transaction
False delivered
Initial Payment
filed as claims
Fraud transaction: We can ask the customer's 16 digits card details when escalation the concern.
True
False
We can guarantee the charge back/refund to the customer on their Initial payment concern.
True
False
A customer called to follow up the status of the order. Status: Shipped | Within Edd.
What should we inform the customer?
Inform the customer about the current status of the order and provide EDD.
Inform customer the about the current status of the order and inform about the delay
None of the above
A customer is complaining that upon checking their app, the delivery status has not changed for 48 hours.
You see that the item was Inbounded in the Logistics facility 2 days ago.
Inform the customer about the current status of the order and inform about the possible cancellation.
Inform customer that the item is currently at our Sortation center and is being scheduled to be forwarded to our logistics hub.
Inform customer the about the current status of the order and inform about the delay
Customer contacts Lazada to request for sales invoice. You see that the item was delivered 2 days ago and item type is CB. What should we inform the customer?
We regret to inform you that the seller can’t provide a copy of the sales invoice for items shipped from abroad. The seller's store is registered outside the country and sales invoices can’t be presented for tax claiming purposes. If you need a proof of purchase, you may check the documents in your package
You may chat the seller via IM messaging to request for a copy of the sales invoice and wait for their response within 48 hours
None of the above
Customer contacts Lazada to request for withdrawal of his cash in amount on Lazada Ewallet. What should we inform the customer?
Instruct the customer on how to withdraw via Ewallet and wait for the remittance number for claiming.
Inform the customer that we can only withdraw balance from refund.
None of the above
Customer contacts Lazada to request for Account deactivation since she cannot access her Lazada Account and she will just create a new one. Upon probing the customer mentioned that the email address was still active and she already change her phone number. What should we inform the customer?
Inform the customer that for account deactivation request, kindly reply to our email within 24-48 hours with the complete details below and a copy of your valid ID. (provide requirements depending on the reason) Once provided, we will immediately request for the deactivation of your account.
Educate the customer on how to retrieve account using the email address and modify the mobile number registered on her account.
None of the above
Non LZD customer informs that his personal bank card/account has been misused for a fraud transaction on Lazada. What details we need to get to the customer?
Date, amount and 16 digits card number
Date, amount, Time and first 6 digits/last 4 digits of card number
Date, amount, Time and first 6 digits/last 4 digits of card number
None of the above
What type of error if the customer cannot make a payment during check out?
What type of error if the customer cannot make a payment during check out?
Out of stock
Risk Scanning
None of the above
Beyond 30 days from the delivered date agent should advised customer that request is no longer valid. This is applicable for "Sales Invoice request" for what type of item?
Market Place
CB/TBC
Retail
None of the above
This is the status of the order wherein the order is on it's way to the Philippines?
Transit to Ship
Ready to ship
Handled by Seller
Shipped
This is the tool wherein we can request the resending, modify, voided and reactivation of refund (LBC remittance)?
Admin Portal
FCT
Xspace
LLP
