WorksheetsKC 20
Total questions: 10
Worksheet time: 25mins
When doing HIGH ALERTS, what are the issues about a brand under migration (not yet fully supported) that we should create a HALP ticket for?
Suspensions notices
Any notification received about listing and/or account at risk of deactivation
Performance Notifications with Listing at risk for removal and related topics in addition to Suspended ASINs
we ignore because it is not yet fully supported
You received an email from a customer asking for 10 Quility blankets as a donation for a family in need. What is your next step?
Ask for the order id
Apologize, advise customer we don't offer donation
create a HALP ticket
Escalate to Brand Channel
A customer is not happy with a Maximo Fitness item and did not specify what resolution they want. What will you offer?
replacement
refund
escalate to Brand Channel
nothing. We do not support it
A Deskcycle customer is anxiously waiting for the application update. What will you tell the customer?
advise it will be 2 more weeks
advise 24-48 hours
raise to Brand Channel
send a direct message to the brand manager
While doing High Alerts, you came across a listing under Nellam Goods that is inactive closed without any issue. What should you do next?
create a HALP
Relist
No action required as it is transitioning to Andromache
Report to Brand Channel
TRUE or FALSE: All brands has DTC
TRUE
FALSE
I DON'T THINK SO
A customer ordered a Quility product by mistake, what will you do? (Select ALL that applies)
Ask the customer if they have opened the item/is it in the original packaging?
If the item is unopened and within the Amazon 30-day return window, have the customer reach out to Amazon directly to handle return/refund
If the item has been opened or removed from the original packaging, the customer can keep the item or donate it
If the item is outside of the Amazon 30-day return window, process a refund without the need to return
If a Walmart order can no longer be cancelled, what should you advise the customer? (Select ALL that applies)
advise the customer not to worry, we will issue refund
advise the customer to refuse shipment when it arrives
advise the customer to initiate to return the item
Advise the customer since it can no longer be canceled, consider it a gift from us
What should be the STATUS of the Walmart order before canceling?
Acknowledged
Shipped
Pending
Cancelled
Quility customer did not receive it as a gift but cannot provide the Order no. saying they are not happy with the Duvet Cover. What will you do?
Walk the customer through steps on how to find their order number
If the customer is still unable to locate their order number we will not be able to provide a refund or replacement
ask for the date of purchase and check customer data
raise to brand channel
