WorksheetsWISMO Final Assessment
Total questions: 20
Worksheet time: 5hrs 0mins
Miss Thompson called S5A because she's trying to place an order using her GC 6019000295473892 as MOP but it's not getting accepted. When you checked SmartClixx, the status is Closed, Zero Out on 07/31/2020. What should you do?
Advise the customer that the GC has expired with $0.00 balance. Offer to assist in placing the order with a different MOP.
Inform the customer that it was last used on 07/31/2020 and now has $0.00 balance. Ask for a different MOP to place the order.
Reach out to a supervisor, Tier 2, or Credit Services to reactivate the GC and assist the customer in placing the order.
Inform the customer that she can no longer use the GC since it's already expired. Ask for a different MOP to place the order.
Mr. Davis called Saks the second time because he is unable to process a return for item 0457052345922 . What specific features of the item would be the best information you can share to the customer?
This item is considered final sale and may not be returned.
This item is ineligible for return in-store.
This item is ineligible for return via mail to the Distribution Center.
All of the above.
How many days does a credit usually reflect on the account if the note on the order is "Added to spreadsheet for credit"?
3-5 business days after the note was added
7-10 business days after the note was added
10-14 business days after the note was added
7-14 business days after the note was added
The customer wants to verify why his order was cancelled. Cancellation status shows “(RM) RM - Decline - No reprocess”. What should be the next step?
Create a concession case and inform the customer that someone from the Support Team will contact him within 24 hours.
Submit a Risk Management form, inform the customer that someone from the Security department will contact him within 24-48 hours, re-process the order, honor the same price, and provide next day shipping.
Submit a Risk Management form, and inform the customer that someone from the Security department will contact him within 24-48 hours before he can reprocess the order.
Create a H2 Hard Decline case and inform the customer that someone from the Security department will contact him within 24-48 hours before he can reprocess the order.
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?
Up to 3 calendar days
It would reflect immediately
Up to 10-14 business days
Up to 3 business days depending on the bank institution
13) Mrs. Smith wants to return the damaged item she received and doesn't want to pay for the prepaid shipping label fee. What should you do?
Email TNDC
Process the refund through SPA calculator
Flag the item and uncheck charge prepaid shipping label in OMS
Create a case under concession
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
Customer called in saying that Security Department left a voicemail and accidentally deleted the number. What should you do?
Provide the Security Department number
Submit a Hold-Risk Form
Transfer the call to the Security Department
Email the Security Department
Customer is claiming that a strange person stole his package.
Ask for a proof,
Transfer the call to the Security Department.
Advice the customer to file a police report.
Create a MNR Case.
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 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.
It will be removed within 24 - 48 hours.
Since the order was cancelled, we will create a concession case for the refund.
Do we still offer Gift Wrap options for new orders?
Yes
No
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 Hard Decline.
Submit Risk form to have someone from the Security Department to contact him.
Cancel the order and help the customer to reorder.
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 Merchandise not received.
Create a case under Return not received.
Create a case under concession.
Will I be able to process a Narvar return for international orders?
Yes
No
A return shipping label should still be sent to the customer after scheduling a return pick up.
True
False
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
Not Submitted (N) - Shell Order
New (S)
Hold-Risk
Can we offer a Same Day Delivery in New Jersey?
Yes
No
What assistance can you provide to the customer that is calling for a SaksCNCT order?
You can provide shipping and tracking information.
You can open cases for issues such as MNR, SPA, Damaged, etc..
A only
Both A and B
These are cancellation codes wherein the associate can apologize and offer to process a new order for the customer, except:
(H2) RM
(RC) RM
(E) System
(CC) RM
