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WorksheetsCS Chat Wave 2 Final Assessment
Total questions: 20
Worksheet time: 5hrs 0mins
Jane's returned item has been picked up by Ninjavan yesterday. She wants to know if the seller has received the said item already. What will you advise Jane?
Please allow 7 business days for the return parcel to be returned back to the seller for quality evaluation. If you do have additional concerns on the return parcel journey, you may contact the courier partner, Ninjavan.
Yes. The item has been received by our seller. Please allow 3 business days for our seller to perform the quality evaluation.
Please allow 15 business days for the return parcel to be returned back to the seller for quality evaluation. If you do have additional concerns on the return parcel journey, you may contact the courier partner, Ninjavan.
Hannah is complaining because she was expecting to receive a mobile phone. But when she opened her package, she received a medium sized stone. How will you assist her?
Transfer parent case ownership to CSC_SWAT_PH or L2.
Transfer parent case ownership to CSC_Fraud_SWAT.
Advise the customer to submit ORF.
Return Type: DRTM
Customer wants to dispute on the "Return_Rejected" decision on her return request. What will you do to assist the customer?
Escalate to Warehouse
Escalate to SWAT_PH
Advise customer to raise a dispute by clicking on DISPUTE button
Leah wants to know the status of her Dispute case. How long will it take for a Dispute team to work on customer's Dispute case?
5 working days
7 working days
3 working days
The customer has encountered this error message during checkout. What will be the first step that you will take as you assist the customer?
Ask for screenshot of the error message and transfer case ownership to L2.
Transfer the parent case ownership to BizRisk.
Check GRS tool if customer is blacklisted based on the reply template.
The customer has encountered this error upon checkout. If customer is identified as blacklisted based on the GRS tool, what should be the contact reason of our case?
CSC>>Website & Mobile application>>Problem during placing an order>>Bizrisk GRS Flag
CSC>>Website & Mobile application>>Problem during placing an order>>Not able to checkout order
CSC>>Website & Mobile application>>Problem during placing an order>>Issue on choosing payment method
Jeff wants to deactivate his Lazada account because he is migrating to another country soon. He is currently using an Android phone. What should be our handling?
After providing important information about deactivation, if he is decided to deactivate the account, we will transfer the case ownership to SWAT_SG.
After providing important information about deactivation, if he is decided to deactivate the account, we will advise the steps on how he can deactivate it via his mobile app.
After providing important information about deactivation, if he is decided to deactivate the account, we will transfer the case ownership to L2 team.
Lana wants to cancel her order because she found a cheaper product somewhere else. What will be the contact reason for this case?
WIMO >> Beyond delivery promise date >> Wants to Cancel - Parcel with Logistics
WIMO >> Beyond delivery promise date >> Wants to Cancel - Parcel with Seller
WIMO >> Within delivery promise date >> Wants 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. 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
"I ordered the Samsung mobile but when I checked the box, the charger is not included." When you checked the PDP, the charger is included in the box along with the main item (mobile). Choose the correct contact reason for this inquiry.
PWIR > Missing Product > Missing Freebies
PWIR > Missing Product > Missing Accessories
PWIR > Missing Product > Missing item/quantity mismatch
"In your website it says the product should be 250 grams but when I weighed it is only 150 grams!"Choose the correct contact reason for this inquiry.
PWIR > Wrong Item/ Not as Advertised > Wrong product
PWIR > Wrong Item/ Not as Advertised > Wrong weight
PWIR > Wrong Item/ Not as Advertised > Wrong size
The TV that I ordered from Lazada is not working at all."What is the correct contact reason for this inquiry?
PWIR > Damaged and Defective > Damaged Product
PWIR > Damaged and Defective > Damaged Packaging
PWIR > Damaged and Defective > Defective Product
Joanna wants to return the item because it was not the same as what was advertised in the PDP. What will you advise her?
Apologize and advise that we will process the refund.
Apologize and advise her to submit an ORF for this item.
Apologize and advise her to contact the seller as this is already beyond the return policy.
Tom wants to know what it the refund timeframe for Lazada wallet. What will you tell him?
The refund timeframe is within 3-5 business days
The refund timeframe is within 5-10 business
The refund timeframe is within 24 hours
What is the case status if we are still waiting for other department's feedback or response?
Resolve
On Hold
Open
Close
How many days does it take for Warehouse to perform the Quality Evaluation once returned item is received?
3-5 working days
3 working days
2 working days
Customer has problem with the item that they have received, what will we advise the customer?
Advise to submit Online Returns/Refund Form
Advise that we will update the status to Delivered and proceed to process the refund
Advise that since this is beyond the return policy already, we may not be able to assist them with the return/refund request.
How does the return delivery method "Drop Off" works?
Our logistic partner will be picking up the customer's return parcel.
The customer will bring the parcel to the nearest drop off point
The customer will bring the parcel to the nearest post office
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
Anna would like to know if she can receive her refund on her Lazada wallet instead as she will re-order her previous purchase. What will you advise her?Payment Method: Debit Card
Advise her that we are unable to change the refund method as we credit the refund to the original mode of payment.
Advise her that we should be able to change her refund preference. Case will be transferred to Alipay.
Advise her that we should be able to change her refund preference. Case will be transferred to L2
