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WorksheetsPH NH Chat Quiz #5
Total questions: 25
Worksheet time: 2hrs 5mins
Customer is reporting that his item is defective but he is already beyond the return policy. What will be our first step in assisting the customer.
Check if there is warranty available on customer's item
Reject customer's request and say that this is no longer covered by the return policy.
Let customer submit ORF
If a customer has a warranty on a defective crossborder item, to which department will we ask the service center for this item?
CSC_retail
PSC
PSC_CB
Which of the items are non-returnable items? Select all that apply.
Perfumes
Milk
Digital Goods
Pleasure Toys
Underwear
Customer reported that she is missing a non-DRTM item, what will you advise the customer?
Advise to submit Refund Request (ORF) through app/desktop.
Advise that we will submit a Refund Request for the customer.
Process the refund for the missing item
Customer reported that she is missing a DRTM item, what will you advise the customer?
Advise to submit a Refund Request (ORF through app/desktop.
Advise that we will submit Refund Request for the customer
Process refund for the customer.
Customer's crossborder item was tagged as Delivered but customer did not receive the order at all. How will we assist the customer?
Have the customer submit Refund Request (ORF) and let the customer fill out a Couriers Complaint Form
Have the customer submit Refund Request (ORF) only
Have the customer fill out a Couriers Complaint Form
If customer is missing a non-DRTM accessory, what option should he choose after clicking on the Return/Refund button?
I want to return my item
I did not receive my item
None
What Xspace status will tell us that the customer has submitted the ORF already?
Return Initiated/Return_Requested
Return_Pending
Return_Processing
Which Xspace Status tell you that the refund has already been initiated by Lazada?
Refund Issued
Refund Authorized
Refund approved
Which Xspace status will tell you that the warehouse/seller has received the returned item and has possibly started the evaluation?
Received at Warehouse
Quality Check Processing
Evaluation in Progress
Which Xspace status will tell you that the item has been returned to the customer after the refund request has been rejected?
Return Delivered
Delivered
Return rejected
Which Xspace status will tell you that the return item is already scheduled for pick-up?
Pick Up Pending
To be Dropped Off
Shipping
If customer reports a damaged non-returnable item and it is already beyond the return policy, how will we assist the customer?
Ask proof to validate complaint
Educate on return policy.
Process refund immediately
What are the 3 decisions that a seller can either make after customer submits ORF for a DRTM item?
Refund
Return
Reject
Redeliver
If a customer inquires on the status of his/her dispute case, what will your first step be in assisting the customer?
Search for any Dispute Case related to customer's order
Contact Dispute team for Follow-Up
Advise customer to just wait for Dispute team's feedback through email.
Customer called in and inquired on her Dispute case. When you checked the account, there were no dispute cases created. How will you assist the customer?
Create a child case and transfer to PSC to assist the customer with dispute. Parent Case - "On Hold"
Create a child case and transfer to Dispute Team to assist the customer with dispute. Parent Case - "On Hold"
Create a case and add comments. Then transfer to Dispute team.
A customer would like to return a defective Crossborder item that she just received today. Which return process will be applied to customer's scenario?
None. Return is not possible
DRTM/Return to Seller
Easy Returns
How many days will it take for a seller to evaluate an item after he decides to have this returned by the customer?
It takes 3 working days for a seller to evaluate the item.
It takes 5 working days for a seller to evaluate the item.
It takes 15 working days for a seller to evaluate the item.
This product type is only applicable for DRTM/Return to Seller.
Local Marketplace
Crossborder marketplace
Taobao Collection
After a seller rejects customer's request for return/refund, how many days is given to the customer to raise a dispute?
Customer can raise a dispute within 7 days.
Customer can raise a dispute within 15 days.
Customer can no longer dispute a seller's reject decision
This is a form that a customer can fill out if she was asked by a delivery representative to pay for a pre-paid order.
Courier Complaint Form
Cancellation Request Form
PickUp/Pull-Out Form
If a customer did not receive the whole order, what reason should he choose on the ORF?
I did not receive my item > Package not received
I did not receive my item > Incomplete/Missing Item received within the package
I did not receive my item > Missing Freebie/Accessories
What does a customer need to put on the top of the packaged return item?
Return Label or Tracking Number and RA number
Return Label or Order Number
Return Label or Item ID Number
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
