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WorksheetsPH NH CSC Voice Quiz #3
Total questions: 20
Worksheet time: 5hrs 0mins
The clock that I ordered from Lazada is not working at all."
What is the correct contact reason for this inquiry?
PWIR > Damaged and Defective > Damaged Product
PWIR > Damaged and Defective > Damaged Packaging
PWIR > Damaged and Defective > Defective Product
"I order for XXL t-shirt but I received medium!"
Choose the correct contact reason for this inquiry.
PWIR > Wrong Item/ Not as Advertised > Wrong product
PWIR > Wrong Item/ Not as Advertised > Wrong size
PWIR > Wrong Item/ Not as Advertised > Not as advertised (Product Description/image)
"On your website, it says that if I get 2 bottles of shampoo, I will get one free bottle of conditioner. But I did not receive the conditioner!"
Choose the correct contact reason for this inquiry.
PWIR > Missing product > Missing item/Quantity mismatch
PWIR > Missing product > Missing accessories
PWIR > Missing product > Missing freebies
"I ordered Medium size but when I received it, it does not fit me. Can I have it replaced with Large size please?
Choose the correct contact reason for this inquiry
PWIR > Wrong item/Not as Advertised > Wrong Size
PWIR > Wrong item/Not as Advertised > Wrong product
PWIR > Change of mind
Change of mind is only applicable to which product type?
LazMall items
Local Marketplace Items
Crossborder Marketplace Items
Taobao Collection
What is the return policy for LazMall items?
15 days
7 days
20 days
What is the return policy for non-LazMall items?
15 days
7 days
20 days
Customer made a payment through debit card. When will they receive the refund after this was issued by Lazada?
It will take within 5 to 45 banking days.
It will take within 5 to 15 banking days.
It will take within 5 to 10 banking days.
It will take within 24 - 48 hours.
Customer made a payment through credit card. When will they receive their refund after this was issued by Lazada?
It will take within 5-15 banking days.
It will take within 5-45 banking days.
It will take within 5-10 banking days.
It will take within 24-48 hours.
"I received 2L of milk and its expiry is in 2 days. How are you to expect me to finish a 2L milk in two days?"
Choose the correct contact reason for the above inquiry.
PWIR > Expired Product > Expired
PWIR > Expired Product > Close to Expiry
PWIR > Expired Product > No expiration date
"Your driver was so rude. He shouted at me and cursed me."
How will we assist customer with this inquiry?
Apologize and advise that we will submit a cancellation request for her order.
Apologize and advise that the customer needs to fill out the courier complaint form so that we can investigate this matter.
Apologize and advise that we will be coordinating with 3PL to conduct the investigation. (Create a child case and transfer to 3PL)
Customer wants to cancel the order because she is not available to receive the delivery. We have already advised the customer the Lazada Cancellation policy but customer insisted to have this order cancelled. How will we assist the customer?
Product Type: Local marketplace
Courier: NinjaVan
Order Status: Ready to Ship
Give to the customer the cancellation request link so that they can cancel the order by themselves.
Advise the customer to click on the "Cancel" button on their app/desktop to have the order cancelled.
Advise that we will forward this to a relevant team to have the order cancelled. (Create a child case and transfer to PSC)
Advise that we will fill out a cancellation request and we will get back to them through email within 24-48 hours for the update.
Which department do we need to reach out to if we need to contact the seller for SOF deliveries?
PSC
3PL
Recovery Team
Alipay
Easy Returns cover which 4 product types? Select all that apply.
LazMall
Taobao
Crossborder Marketplace
Retail
Local Marketplace
A customer is complaining that the Lazmall item that they have received is damaged. She just received the order today. How are we to assist the customer?
Advise the customer to fill out the courier complaints form.
Advise the customer to submit the cancellation request form.
Advise the customer to submit an online returns form (ORF)
Customer would like to submit online returns form (ORF) for a defective item that she just received 5 minutes ago. But she noticed that the status is still "Processing" and the "Return" button is not avaialable. How will you assist the customer?
Advise to just wait for it to be tagged as Delivered because usually it takes within 24 hours for the order status to be updated.
Advise that we wil escalate this to 3pl to have the status be updated.
Advise the customer to fill out teh courier complaint form so that the status will be updated.
For Easy returns, how long will it take for LBC to deliver the returned item to the warehouse?
10 days
7 days
15 days
Pick Up/Pull out Request for returns is only available for what type of items? Choose 2.
LazMall items
Bulky items
Crossborder Items
LazMart items
"I would like to cancel the whole order please. I am not available to receive the order."
Choose the correct contact reason for this inquiry.
Cancellations > Cancelled by Customer > Full cancellation
Cancellations > Cancelled by Customer > Partial cancellation
Cancellations > Cancelled by Lazada > Failed Delivery - Customer not reachable
Customer's item was cancelled because the seller determined that the item is no longer available.
Choose the correct contact reason for this inquiry
Cancellations > Cancelled by seller > Out of Stock
Cancellations > Cancelled by seller > Sourcing Delay
Cancellations > Cancelled by Lazada > Product recall
