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WorksheetsWeek 10 Post Training Quiz
Total questions: 10
Worksheet time: 30mins
For DTC Orders: How do we locate the order in Amazon?
Go to the appropriate Amazon Seller Account where the order can be found
Locate the Order by searching using the order ID from Shopify
On the Order Details Page, click on the "Cancel this order" button
Call Flow: This is when we create a lasting impression to our customer while ending the call.
C - Craft an excellent customer service experience by starting your call opening.
A - ALWAYS aim to provide personalized service to every customer.
R - Resolve with Reassure
E - End it Well
Call Flow: Where does this sample spiel belong to in your Call Flow?
"I would feel the same in your situation, but no worries we will sort this out."
C - Craft an excellent customer service experience by starting your call opening.
A - ALWAYS aim to provide personalized service to every customer.
R - Resolve with Reassure
E - End it Well
Shopify: An order can only be cancelled if the status of the order is _________.
Unfulfilled
Active
Processed
Paid
These acts towards Product Reviews are prohibited by Amazon:
Pay for or offer an incentive (such as coupons or free products) in exchange for providing or removing feedback or reviews.
Solicit reviews only from customers who had a positive experience.
Ask customers to write only positive reviews or ask them to remove or change a review.
Contact customer to resolve their issues.
Personal Injury and Property Damage: If a customer tells you that they'd be sending the product back to us, what would you do. Choose all that apply.
I will inform the customer that there is no need to return the item/unit back to us to avoid further inconvenience on their side.
I will create a UPS shipping label for my customer.
I will escalate it to Erin and COA team to wait for the approval.
I will advise the customer, using the pre-approved template, to return it to Mairead Blue 85 West Street Suite 4, Walpole, MA 02081
Wholesale: what are Thras.io's Wholesale Qualifications? Choose all that apply
Physical store presence
Buy our products and resell it to an end consumer
Charges sales tax
For Claims and Returns from Amazon Customers: How long should we respond to the customer?
24 hours
72 hours
36 hours
48 hours
Based on the new SOP for Lost in transit, what are the steps if a customer files a claim (UPS, USPS, Fedex)
Requesting an A-to-Z Guarantee Refund
To request a refund on an eligible order:
1.) Go to Your Orders
2.) Locate your order in the list and click Problem with order.
3.) Select “Package didn’t arrive” from the list.
4.) Select Request refund.
5.) Enter your comments in the text box.
6.) Select Submit.
Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
To receive the maximum refund allowed you need to select “Package didn’t arrive."
Requesting an A-to-Z Guarantee Refund
To request a refund on an eligible order:
1.) Go to Help
2.) Select Get Support
3.) Select Listing not Active
4.) paste the Asin
Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
To receive the maximum refund allowed you need to select “Package didn’t arrive.”
Requesting an A-to-Z Guarantee Refund
To request a refund on an eligible order:
1.) Go to Your Seller Central
2.) Locate your order in the list
3.) Select Refund
4.) Select Submit.
Note: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
To receive the maximum refund allowed you need to select “Package didn’t arrive.”
Who is the new COA for the brands: Nutri - Lock, Sasana Group, and Artika?
Rachael Collins
Shaneene Angus
Joanna Gordon
Christina Day
