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WorksheetsCSR2 Best practices
Total questions: 9
Worksheet time: 12mins
What should we advise the client if they are waiting for a refund and their original payment method (card) has been closed.
They will receive a check.
The refund will still go to the account (not the card) they originally paid with.
They will not receive the refund.
Advise them that operation support will reach out via email with a resolution.
Why can't a client use the QR Code (paperless return) at UPS Dropoff locations?
That's the policy.
There is no UPS representative there to box the items,Print the label, and ship the package.
The QR Code process is not available at all UPS Locations.
The client can only take it to the location near them.
When a clients order is Returned to Sender without them requesting it and it has reached back to the Distribution center. What is the correct process to follow?
Submit a refund status inquiry, mark it do not refund, and send a replacement to the client.
Advise the client that because the order has reached the distribution center a refund will be issued and they will need to reorder. Also offer boxes to cover rewards lost if needed.
Advise the client to reach out to UPS.
Submit a missing order tracer.
When a clients order is Returned to Sender without them requesting it and it has not reached back to the Distribution center. What is the correct process to follow?
Submit a refund status inquiry, mark it do not refund, and send a replacement to the client.
Advise the client that a refund will be issued and they will need to reorder. Also offer boxes to cover rewards lost if needed.
Advise the client to reach out to UPS.
Submit a courier address change to have the package rerouted.
True or False: A RTS Can only be escalated if there is a tracking number?
True or False: A CSR2 Can approve a food return that is 51-60 days from receipt of the package.
True Or false : A call tag can be approved by a TL Or a CSR2
When a client reports a QAQC and he/she prefers a refund, which departments can approve that?
Business Support Manager
CSR2 team
TLs Team
OPS support
If a CSR is having any kind of system issues, who can approve them to do BTS
Training Team
TLs/CSR2
they can do BTS without authorization
Workforce
