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WorksheetsDrizly Knowledge Check
Total questions: 10
Worksheet time: 3hrs 30mins
What's the consumer phone number
508-466-7954
747-234-1033
774-234-1033
508-464-7954
How do I link two related tickets? What ticket should i enter the related ticket #?
Child Ticket
Parent Ticket
Both
No action needed
What macro to use if the store requested cancellation since the customer doesn't have valid ID
Order Voided - Invalid ID
Store Cancellation - Customer Error
Cancellation UX Issue- Invalid ID
None of the above
Based on brain tree link, what happened on this card error? 2006
Expired Card
Invalid Expiration Date
Cardholder's Activity Limit Exceeded
Insufficient Funds
True or False. For Expired Items, f you are unable to reach the store or the store is replacing with expired item with same type item - select EOD Voids checkbox, leave an internal note, and escalate ticket to CX Reps as On-Hold.
True
False
For Did not receive the order but marked complete its first email sent by the cx, if we cannot contact the driver our next step action is
Leave an internal note detailing the situation and escalate the ticket to CX Reps.
Send null macro
send the Unfulfilled Order::Marked Complete by Store - Confirmed Delivered by Driver (SMART) macro
Send the consumer the Unfulfilled Order::Marked Complete by Store (Not Auto Completed)
Store Comments Workflow -Store wants to charge consumer an additional amount (outside of a substitution). The next step is
Escalate to Senior CX
Follow cancel workflow
Follow Substitution workflow
Escalate to CX Reps
Customer emailed us asking to deliver the items to a quarantine facility. Store verified that they cannot deliver on the said address. What should be the next step
Escalate to CX Rep
Send confirm store cancellation (SMART)
Void order and Send Undeliverable Address macro
Send Change Address macro
"Driver was rude and argues with me". What macro should we use
Rude- Bad Service/Didn't Follow Instructions
Null Macro
Rude-Argued with Consumer
Either macro as appropriate
Please provide your name and when you encounter change. What's your initial Reaction
