WorksheetsWISMO Mini Assessment
Total questions: 20
Worksheet time: 10mins
Where is the call tag form located ?
Blue Martini
The Core
OMS
CSMART
When issuing a call tag, you can request a specific time for Fedex to pickup the merchandise?
True
False
Do we consider orders under Hold-Risk status as fraud orders?
Yes
No
These are cancellation codes wherein the associate can apologize and offer to process a new order for the customer, except:
(RC) RM
(E) System
(H2) RM
(CC) RM
If the status of an order is showing Backorder (K), this means that the item is not yet in stock. Order can be placed, but the customer will already be charged even before the item becomes available.
True
False
The following scenarios are considered MNR, except:
The merchandise received is incorrect.
The merchandise was lost during delivery.
The merchandise was delivered, but stolen from the customer’s doorstep (very rare).
The merchandise was shipped to the wrong address.
How many days will you advise the customer if they want to know how long it will take for the MNR investigation?
3-5 business days
7-14 days
10-14 business days
3-8 business days
If the item is missing from a set, the following are the correct steps, except:
Email DC and copy the customer, so they would be able to follow the progress of their claim.
Replace another order and waive the shipping fee.
Flag the order in OMS.
Issue a call tag to return the incomplete item.
Soft Decline due to wrong billing address, expiration code, generic security code or not enough funds to buy the item/s. What status is this?
(H2) Hard Decline
New (S)
Hold-Risk
Not Submitted (N) - Shell Order
Customer called in saying that Security Department left a voicemail and accidentally deleted the number. What should you do?
Provide the Security Department number
Transfer the call to the Security Department
Submit a Hold-Risk Form
Email the Security Department
Customer claimed that a strange person stole his package.
Ask for a proof,
Advice the customer to file a police report.
Transfer the call to the Security Department.
Create a MNR Case.
Product Detail case is not only for if you need more details about a product such as the length of an item, material, etc., but also for instances when customer is calling regarding wrong or damaged merchandise. *
True
False
A return shipping label should still be sent to the customer after scheduling a return pick up.
True
False
We are currently experiencing delays in returns processing. Once a return is processed by our returns team, the customer will receive an email confirmation. After receiving the email, how many days would it take to reflect back on the original mode of payment?
10-14 business days
3 business days depending on the bank institution
3 calendar days
24-48 hours
Will I be able to process a Narvar return for international orders?
Yes
No
Lost in transit is:
If package is 3 business days past the expected date of delivery.
If package is 5 days past the expected date of delivery.
If package is 3 days past the expected date of delivery.
If package is 5 business days past the expected date of delivery.
Mr. Jackson's order is in HOLD - RISK status that he placed only 2 hours ago. How will you resolve this issue?
Create case under H2 decline.
Cancel the order and help the customer to reorder.
Submit Risk form to have someone from security department to contact him.
Inform customer that it's still in the processing stage and will receive an email confirmation once the order shipped.
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?
Send an email to the DC to check the status of the return.
Create a case under Return not received.
Create a case under Merchandise not received.
Create a case under concession.
Do we still offer Gift Wrap options for new orders?
True
False
How long would it take for a Pre-Authorization Hold to be removed from a 3rd party credit card once the order was cancelled and what will you advise the customer?
It will be removed immediately.
It will be removed within 24 - 48 hours.
It can take up to 10 business days to have the authorization hold to be removed. Customers can call their credit card company to have it lifted.
Since the order was cancelled, we will create a concession case for the refund.
