WorksheetsQuiz #1
Total questions: 15
Worksheet time: 3hrs 30mins
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
Return Type: DRTM
After customer submits ORF, what happens next?
Customer will drop off item
Customer will wait for seller's decision (7 business days)
Customer will wait for seller's decision (2 business days)
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
Return Type: Return to Warehouse (Regular Returns)
Xspace Status: Received at Warehouse
Mara would like to check on the update of the quality evaluation for her returned item. What will be the correct contact reason for this concern?
Returns>Return to Platform>Return Parcel Location Status
Returns>Return to Platform>General Enquiry on Return Policy
Returns>Return to Platform>Return QC Status
What does "Refund_Issued" means?
The processing of refund is still on pending.
The refund has been credited back to customer's original mode of payment.
The refund has been processed and completed by Lazada.
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
What does Return_rejected means?
The return request of the customer has been cancelled
The return request of the customer has been rejected
The return request of the customer is still being reviewed.
What does "DISPUTE in PROGRESS" means?
The investigation on the dispute case is ongoing
The seller is in the midst of evaluating the returned item
The warehouse is in the midst of evaluating the returned item
How long does it take for a Dispute team to investigate and work on the Dispute case?
3 working days
3-5 working days
2 working days
What Xspace status will tell us that the Dispute team decided NOT to refund the customer?
Return_Rejected
Refund_Rejected
Refund_Issued
Return Type: Return to Warehouse
Xspace Status: Shipping
Customer reported that Qexpress already picked up the item from her place 2 days ago. She would like to know what is the status of her returned item. What is the correct contact reason for this concern?
Returns>Regular Returns>Return QC status
Returns>Regular Returns>Return Parcel Location Status
Returns>Regular Returns>General Enquiry on Return Policy
Return Type: Return to Merchant/DRTM
Xspace Status: Dispute_in_Progress
The customer submitted the dispute form a day ago. She already submitted the required evidence to the Dispute team. They would like to know if there are any updates on the Dispute case. What contact reason should you choose?
Returns>Return to Merchant (DRTM)>Disagree with Dispute Team Judgment
Returns>Return to Merchant (DRTM)>General Enquiry on Dispute Status
Returns>Return to Merchant (DRTM)>Enquiry on Dispute Status
Return Type: Return to Merchant/DRTM
Xspace Status: Return_Rejected
Customer wants to know why the seller rejected her return request. What is the correct contact reason for tis inquiry?
Returns>Return to Merchant (DRTM)>Dispute Status is Closed
Returns>Return to Merchant (DRTM)>Disagree with Dispute Team Judgment
Returns>Return to Merchant (DRTM)>Return Rejected by Seller
Lloyd has received the item today and reports that it was the wrong product. This was delivered by SingPost Postal Mail. How will we assist Lloyd with his concern?
Advise Lloyd to contact the seller so that they can have the right item be redelivered.
Advise Lloyd to submit ORF to request for his refund.
Advise Lloyd that we will update the status first from TTS to Delivered. Then, he does not need to return the item anymore as we will process the refund after the status is updated.
Joy received the item yesterday. She wants to return it as she received the wrong color. However, when she checked her order. she cannot see the "RETURN/REFUND" button. What will be the correct contact reason for this concern?
Returns>Unable to initiate return
Returns>Unable to select return shipment method
Returns>General enquiry on return policy
