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WorksheetsKC 31
Total questions: 10
Worksheet time: 50mins
When do we use Incident Tracker?
For all types of Suspensions ONLY
For all types of Hi-Jacker and Suspension ONLY
For all types of High-Alerts ONLY
For all Revenue Impacting High-Alerts
What should you do when you receive an email from a customer with either a Property Damage or Personal Injury claim? Choose ALL that applies.
I will immediately escalate it to BM and COA.
I will log it in the Personal Injury or Property damage form to track the case
After escalating to Erin, I will use the template to respond to the customer while waiting for Thrasio team's response.
I will fill out the corresponding form to the customer's concern
What are the steps for a Proper Holding Procedure?
Ask for Approval to put the call on hold
State your intention why you would put the call on hold
Put the call on mute after getting the approval to put the call on hold.
Inform the customer of the time frame (1 to 2 mins)
You have a customer who ordered a product via Woocommerce. What will you put in the Ordered Fulfilled section in the escalation template?
FBA
FBM
Other
Amazon
I should automatically process a refund for the price of the product that caused the damage, regardless of the date of purchase, if it is about injury/ property damage claims.
TRUE
false
Maybe
Per Amazon’s new policy, partial refunds for FBM orders can only be processed if the issue is similar to the following reasons:
Shipment was split
Order and/or Item damaged by Shipper
Product received contains a slight defect and/or damage
Price match
What are the steps for replacing a customer's order using Woocommerce?
Check if the SKU is in stock under WooCommerce.
Make sure the customer's name and address are correct.
Sometimes, we need to mirror the order in Shopify for us to make sure everything is accurate.
We don't process replacements in WooCommerce.
Select all that applies when identifying the ASIN Tier of a HALP escalation
Look the ASIN up using the filter section, in the parent_asin_filter_daily of Periscope
In finding the Tier of the ASIN,if the tier is not in the Weekly Automated ASIN Tier Sheet, it is automatically a "No Tier".
We need to check on Periscope Product Catalog to check on the ASIN Tier
All of the above.
None of the above.
In Walmart, If we have orders that are past due, you will see a message stating that we have orders that are past the shipping date and it will display the GMV loss we may see if we do not fulfill the orders.
TRUE
false
Maybe
What should you do if you receive a cancellation request for a Shopify order fulfilled in the Amazon Marketplace Web? Select all the applies.
I will tell the customer that if there is an option to cancel on their end, they can process the cancellation on their own.
I will process a refund in Shopify
I will cancel the order in Seller Central since customers will still receive the item if this was not performed.
Raise the concern to the BM using the escalation template
