WorksheetsPH CS Wave 32 Quiz #4
Total questions: 25
Worksheet time: 6hrs 1mins
To which area/s will pickup/pull-out for LazMall and bulky items be available?
Metro Manila
Luzon and Visayas
Mindanao
This is a form that we can fill out for a customer who 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?
30 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
Advise the customer to submit an online returns form (ORF)
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 are the 3 decisions that a seller can either make after customer submits ORF for a DRTM item?
Refund
Return
Reject
Redeliver
"I order for XXL t-shirt but I received medium!"Choose the correct contact reason for this inquiry.
PWIR > Wrong Item/ Not as Advertised > Wrong product
PWIR > Wrong Item/ Not as Advertised > Wrong size
PWIR > Wrong Item/ Not as Advertised > Not as advertised (Product Description/image)
"On your website, it says that if I get 2 bottles of shampoo, I will get one FREE bottle of conditioner. But I did not receive the conditioner!"Choose the correct contact reason for this inquiry.
PWIR > Missing product > Missing item/Quantity mismatch
PWIR > Missing product > Missing accessories
PWIR > Missing product > Missing freebies
"I received 2L of milk and its expiry is in 2 days. How are you to expect me to finish a 2L milk in two days?"Choose the correct contact reason for the above inquiry.
PWIR > Expired Product > Expired
PWIR > Expired Product > Close to Expiry
PWIR > Expired Product > No expiration date
The clock 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
The customer complained on the item received. The order was a PINK DRESS but she received a BLUE BLOUSE. What is the correct contact reason for this inquiry?
Wrong product
Wrong Color
Poor Quality
"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
"In your website it says the product should be 2 kgs but when I weighed it is only 1 klg!"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
Pick Up is only available for -
LazMall and Bulky Items
LazMall and Crossborder
LazMall and Local Marketplace
After a customer's return request has been rejected by the seller, what button will be available in the customer's app?
Dispute Button
Reject Button
Refund Button
The status of the customer's return was updated to REFUND ISSUED today. The payment method was MIXEDCARD. If customer asks you their return status, what will you advise?
The refund has been processed and completed by Lazada
The refund is already credited to the customer's credit card
The refund is still pending for the approval of Lazada.
What does this RETURN STATUS mean? Please refer to the attached image.
Quality check for the returned item is ongoing.
The item has been returned to the warehouse.
The customer already submitted an online returns form.
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
What does REFUND REJECTED mean? please refer to the image.
The Dispute team has decided to be in the seller's favor.
The Dispute team has decided to be in the customer's favor
The investigation of the Dispute team is still ongoing
What does this RETURN status mean? Please refer to the image.
The investigation of the Dispute team is still ongoing
The Dispute team has decided to be in the seller's favor
The Dispute team has decided to be in the customer's favor
Which of the following are offered as Advance Refund? Select all that apply.
Rebates (Lazada Wallet)
Voucher
Original Mode of Payment
After an order was tagged as failed delivery (1st attempt). How many hours is given to a customer to be able to file a redelivery request?
Customer can file a redelivery request within 12 hours from the time the order was tagged as failed delivery (1st attempt).
Customer can file a redelivery request within 4 hours from the time the order was tagged as failed delivery (1st attempt).
Customer can file a redelivery request within 24 hours from the time the order was tagged as failed delivery (1st attempt).
How many days does it take for Dispute team to investigate and provide judgment?
3 working days
7 working days
5 working days
