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WorksheetsPH Chat Quiz #4
Total questions: 20
Worksheet time: 2hrs 40mins
Customer has a 25 kg item that he wants to return because it is damaged. He thinks he may not be able to drop off the item because it is bulky. How will you assist the customer?
Advise the customer that PickUp is only available for LazMall items
Advise the customer to fill out the PickUp/Pull-out request form.
Advise the customer that PickUp option is not available for our shipment return options
What is the requirement for an item to be considered as a bulky item and may be eligible for pickup return option?
The package must weigh 20kg or greater, and have a minimum dimension of 56cm x 56cm x 56cm
The package must weigh 30kg or greater, and have a minimum dimension of 56cm x 56cm x 56cm
The package must weigh 30kg or greater, and have a minimum dimension of 55cm x 55cm x 55cm
To which shipping provider's branch will the customer drop off her returned item?
To any NinjaVan branch
To any LBC branch
To any LEX branch
This product type is only applicable for DRTM/Return to Seller.
Local Marketplace
Crossborder Marketplace
Taobao Collection
To which area/s will be pickup/pull-out for LazMall items be available?
Greater Manila Area
Luzon and Visayas
Mindanao
For Easy Returns, if there is no feedback from Returns Team on the quality evaluation after 2 days, how will we assist the customer.
Create a case and transfer to Returns for further assistance.
Create a case and transfer to Warehouse for further assistance.
Create a case and transfer to 3PL for further assistance.
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
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
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
"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)
Easy Returns cover which 3 product types? Select all that apply.
LazMall
Crossborder Marketplace
Taobao Collection
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 available. 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.
bAdvise that we wil escalate this to 3pl to have the status be updated.
Advise the customer to fill out the courier complaint form so that the status will be updated.
Pick Up/Pull out Request for returns is only available for what type of items? Choose 2.
LazMall items
Bulky items
LazMart
Crossborder
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
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
