WorksheetsLazMall PH Chat Quiz #3
Total questions: 25
Worksheet time: 13mins
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 that we will 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 56cm2 participants
The package must weigh 30kg or greater, and have a minimum dimension of 55cm x 55cm x 55cm
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 we can fill out if customer was asked by a delivery representative to pay for a pre-paid order.
Courier Complaint Form
Cancellation Request Form
Online Returns Form
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
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.0 participants
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.
Advise 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.
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
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
Which of the items are non-returnable items? Select all that apply.
Perfumes
Beverages
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.
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
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.
