WorksheetsO5 Returns Day 2
Total questions: 16
Worksheet time: 8mins
Where will you go on UAD to create a return label for the customer?
CSMART
Returns Tab
Narvar Link
Fedex
In UAD, which Actions option will allow you to waive the fees for the prepaid shipping label?
Sales Price Adjustment
Apply Hold
Add Notes to OMS
Refund options
Where will you go on UAD to track a return?
Shipping Tab
Returns Tab
Order Line Tab
Holds Tab
What is the estimated time frame for a return
15 business days
3 to 5 business days
7 to 10 Business Days
2 business days
If a customer decides to return items purchased as part of Buy One Get One (BOGO) the customer will be refunded back a partial refund unless all the qualifying items are return?
True
False
Mickey purchased a final sale item and he changed his mind and now wants to return the item , can Mickey return the item?
Yes
It Depends
No
Maybe
Kelly purchased a polo shirt as a gift for her friend, kelly then realized that she ordered an incorrect size and she has already removed the tags , Will kelly be able to return the Polo shirt?
No , Kelly will not be able to return the items because the tags have been removed from the item
Yes , Kelly can return the item a she will be exchanging the size
What is the only exception for Final sale items?
The size is not true
I don't like the color
Damaged/ Wrong
I don't want it anymore
Where do we submit the refund for a shoprunner member that was charged for a return?
CSMART
Returns Tab
SPA Calculator
Refund Options
How will the customer be refunded for the return if the original form of payment is unavailable?
Customer will be mailed a physical gift card to their address
We can still issue refund/Credit for close accounts.
Customer will have to provide new card information so we can process the refund
Customer will be sent the refund in cash via mail
Customer wants to track the status of her return, upon tracking it you discover that the return has not moved for the past 3 days , what should you do?
Advice customer to allow more time
Escalate case to a Tier 2 / Team Leader
Call the carrer to find the package
Create an orc under RNR and advise the customer to allow 3 days for investigation and 5 to 7 business days for their refund
If a customer's package is undelivered what will the carrier do?
Dispose the package
Return to Sender
Keep the package with them
Nothing
What happens if a package is returned to sender?
Sender keeps package with them
The package is sent back to the customer
Package is processed a s a return and the customer is refunded
Athena Smith returned her order to us on July 1, 2022, and it was received by our warehouse on July 20. She called in today to inquire about her refund, which was not showing up in her account. When you checked the order, you discovered that the DC never processed the refund for the return. How are you going to solve the customer issue and will you advise the customer?
A. Create an ORC under RNR and advise the customer you have submitted a claim on their behalf. Inform Ms. Smith that she will receive a notification of her claim status through email within 3 business days. If approved, she will see your refund on the original payment method within 5-7 business days of the claim getting approved.
B. Create an ORC under RNR and advise the customer you have submitted a claim on their behalf. Inform Ms. Smith that she will receive a notification of her claim status through email within 3 business days. If approved, she will see your refund on the original payment method within 5-7 days of the claim getting approved.
C. Send an email to DC asking them to process the refund and advise Ms. Smith that she will see her refund on the original payment method within 5-7 business days
Mr. Morera calls in to check the status of the return, but when you pull up the order, the status is in Shipped Status. When you ask Mr. Morera how he returned the order, he tells you that he used his shop runner. How will you assist Mr. Morera with his return inquiry?
A. Request the return tracking from shoprunner. If the return is still in transit and within the return and refund processing time of 15 business days, advise Mr. Morera to allow more time and educate him on the return processing time.
B. Request the return tracking form shoprunner. If the return is still in transit and outside the return and refund processing time of 15 business days, advise Mr. Morera to allow more time and educate him on the return processing time.
C. Request the return tracking form from shoprunner. If the return is still in transit and within the return and refund processing time of 15 days, advise Mr. Morera to allow more time and educate him on the return processing time.
Tanya called because she wanted to return a dress she received a week ago, stating that she has never worn the dress, but has already removed the tag. Will we be able to accept the return?
A. Yes, but the refund will be at the lowest selling price.
B. Yes, as long as it is in good condition and salable.
C. No, we cannot accept items without the tags attached on it as stated in our returns policy.
D. Yes, we can accept items without the tags attached on it as stated in our returns policy.
