NEW
Font size
WorksheetsWave 31 Quiz #3
Total questions: 25
Worksheet time: 6hrs 15mins
Overseas postal mail may take up to _____ days to reach customers
30 days
15 days
14 days
How will we assist a customer with the below scenario?
Customer is willing to wait even if order is already beyond the promised delivery date.
Status: Ready to Ship
Advise them that we will contact the seller on their behalf
Advise them to contact the seller directly to know the delivery expectations
Advise them to contact the courier to know the delivery expectations
If you need to send an email escalation to SpeedPost because you need to request for them to update the shipment status, to whom should you send the email?
control@singpost.com
g-keyacct@singpost.com
lazcare@singpost.com
How many hours should a Level 1 3PL contact respond to the email escalation?
within 24 hours
within 48 hours
within 72 hours
What should we do if the Level 1 3PL contact does not respond with the necessary timeframe, what should we do next?
Send another email to Level 1 3PL contact.
Send an email to Level 2 3PL contact.
Call 3PL's hotline
How many hours should a Level 2 3PL contact respond to the email escalation?
within 24 hours
within 48 hours
within 72 hours
If customer requests to cancel 1 out of 3 packages from his order, what will be the contact reason?
Cancellation > Cancelled by Customer > Full cancellation
Cancellation > Cancelled by Customer > Partial Cancellation
Cancellation > Cancelled by Customer > Reject at Doorstep
What should we advise the customer for the below scenario?
Customer wants to cancel the order even if order is still within the Promised Delivery Date.
Status: Ready to Ship
Delivery Type: Home Delivery
Advise customer to reject the delivery at the doorstep
Advise the customer to cancel the order on their Lazada app/website
Advise the customer that we will cancel the order on their behalf
What do we advise the customer given that the delivery will be done by SOF and they are asking for the arrangement?
Educate the customer to chat/liaise with the seller directly and arrange.
Inform the customer that we will be contacting our seller on their behalf.
Educate that there is no option to have a delivery arrangement and they just need to wait for the parcel to be delivered.
What is the correct contact reason for the below scenario?
Customer wants to cancel the order even if order is still within the Promised Delivery Date.
Status: Ready to Ship
Item Type: Crossborder
WIMO - (Within) Want to cancel - parcel with Seller
WIMO - (Within) Want to cancel - parcel with Logistics
WIMO - (Beyond) Want to cancel - Parcel with Seller
What is the correct contact reason for the below scenario?
Customer is willing to wait even if order is already beyond the promised delivery date.
Status: Transit to Ship
WIMO - (Beyond) Willing to wait - Parcel with Seller
WIMO - (Beyond) Willing to wait - Parcel with Logistics
WIMO - (Beyond) Want to cancel - Parcel with Logistics
Customer's order was tagged as DELIVERED but he claims that he did not receive the order. No one received it on his behalf and he does not recognize the POD on the courier's website. To which department should we transfer the parent case for further assistance?
SWAT_SG
SWAT_PH
3PL
What is the refund timeline for PayLah?
5-10 business days
3-5 business days
24 hours
For items that are already BEYOND promised delivery date, and customer wants to cancel the item, how will you help customer?
Status: Delivery_Order_Create
Advise to contact the seller for the cancellation.
Advise the customer that they may cancel the order using their Lazada mobile app/website.
Advise that we will initiate the cancellation for them
For items that are already BEYOND promised delivery date, and customer wants to cancel the item, what will be your first step?
Status: Ready to Ship
Delivery Type: Home Delivery (Standard)
Check if it is within or after 48 hours from RTS
Check if it is within or after 24 hours from RTS
Check if it is within or after 72 hours from RTS
Customer's order was tagged as DELIVERED but he claims that he did not receive the order. No one received it on his behalf and he does not recognize the POD on the courier's website. What should be the contact reason for this scenario?
Shipping & Delivery Related > Shipping & Delivery Related Problem > Delivered, but no physical item received
Shipping & Delivery Related > Shipping & Delivery Related Problem > Deny receiving after providing POD
Shipping & Delivery Related > Shipping & Delivery Related Problem > Status mismatch between Lazada and LEL/3PL
Customer's order was tagged as DELIVERED but he claims that he did not receive the order. No one received it on his behalf and there is no POD on the courier's website and in Xspace. What should be the contact reason for this scenario?
Shipping & Delivery Related > Shipping & Delivery Problem > Delivered, but no physical item received
Shipping & Delivery Related > Shipping & Delivery Problem > Deny receiving after providing POD
Shipping & Delivery Related > Shipping & Delivery Problem > Status mismatch between Lazada and LEL/3PL
"I would like to cancel the whole order please. I am not available to receive the order."Choose the correct contact reason for this inquiry.
Cancellations > Cancelled by Customer > Full cancellation
Cancellations > Cancelled by Customer > Partial cancellation
Cancellations > Cancelled by Lazada > Failed Delivery - Customer not reachable
Customer's item was cancelled because the seller determined that stocks are no longer available for this item.Choose the correct contact reason for this inquiry
Cancellations > Cancelled by seller > Out of Stock
Cancellations > Cancelled by seller > Sourcing Delay
Cancellations > Cancelled by Lazada > Product recall
Customer was able to provide a screenshot that the seller has been unresponsive to her chat request for order cancellation. What will be our next step to assist the customer?
"We would get in touch with the seller to check on the status of the order. In the event, there is no response from the seller, we will initiate the order cancellation in 2 business days.”
"We would get in touch with the seller to check on the status of the order. In the event, there is no response from the seller, we will initiate the order cancellation in 5 business days.”
"We would get in touch with the seller to check on the status of the order. In the event, there is no response from the seller, we will initiate the order cancellation in 3 business days.”
For a postal mail, how many hours does it take for a Ready to Ship status to be updated to Shipped?
24 hours
48 hours
72 hours
For a postal mail, how many days does it take for a Shipped status to be updated to Delivered status?
15 days
30 days
20 days
What does it mean if customer's order status is HANDLED by SELLER?
The item is already packed by the seller/warehouse.
The item is available in the seller's/warehouse's inventory list.
The item will be handed over by the seller to 3PL
How do we initiate cancellation with orders that are in "ready to Ship" status and are already beyond the delivery promised dates?
It is the customer who will cancel the order in their Lazada mobile app/website.
We click on the "Cancel" button available in Xspace.
We lodge the cancellation request in our CS/PSC trackers.
Customer's item was cancelled because the seller has breached the lead time in fulfilling the order. Choose the correct contact reason for this inquiry
Cancellations > Cancelled by Seller > Out of Stock
Cancellations > Cancelled by Seller > Sourcing Delay
Cancellations > Cancelled by Seller > Product Discontinued
