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WorksheetsO5A Level 3 - Day 3
Total questions: 9
Worksheet time: 5mins
Customer would like to change the Shipping address of his order. What is the correct expectation that you will provide?
you will submit a request to change the shipping and will take 24-48 hrs to confirm. Put the Case under pending fraud team.
We can no longer modify order once it's submitted. Cancel the order if possible and reprocess new order.
Advise to contact Shipping carrier to request to change the Shipping.
When do we require signature in an Order?
Orders that has Shipping Details reported prone to theft.
When customer request it.
for orders above $1,200.
For orders above $1,500.
Customer purchase an order yesterday but they forgot to apply the SHIP code. What is your next step?
Advise customer that we cannot apply the code and reprocess new order.
Advise customer to contact us back once they receive the order so we can process the credit.
Check if order is eligible for the code. Process ORC under Shipping Fee.
Customer ordered 5 days ago and the items they purchase is now part of the new promotions with 20% additional discount. What is your next step?
Apologize to the customer and advise that we cannot modify the order since its already placed. Explain the 24 hour rule .
Identify if the items are eligible for the additional discount and no other codes was applied. Process ORC under Promo Question/Problem to process credit request.
Advise customer we can only adjust 3 days from purchase but provide OTC and provide credit through SPA or ORC Promo Question/Problem.
what do you do if a customer has received the wrong merchandise multiple times?
Apologize to the customer and let them know that we do not have the correct merchandise
Apologize to the customer and ask them to wait till the correct merchandise is available
Apologize, offer customer free return, and before replacing the order research if the item is actually in stock by emailing mdt1.QA
ell the customer to go look for the correct merchandise in store
What to do when the customer has received an additional order that does not belong to them?
Apologize to the customer request a call tag for the package to be picked up. Flag the order so that no refund is processed.
Ask the customer to send the package to the correct customer
Tell the customer to keep the order
What type of gift is issued to the customer when they return an order and they used Gift Card as an MOP?
Electronic Gift Card
Promotional Gift Card
Electronic Merchandise Credit
What to do when a customer did not receive their ordered Gift Card.
Advise customer to file a police report
Create SPA Request
Create ORC request under GC Refund.
Customer received their order with a security tagged attached. What is the first step you will advise to the customer?
Advise customer to go to the nearest SaksOff5th or FifthAvenue store with the receipt to have the Security tagged removed.
Provide Free Return label and offer to process new Order with free expedite shipping.
Offer to have it shipping back to us so we can remove the security tagged. Process Call tag or Narvar Label. Flag the order in UAD.
