WorksheetsO5A Level 3 day 1
Total questions: 14
Worksheet time: 7mins
When will an order go on hold?
When the customer is a fraudster
An order will go on hold when risk management needs to identify certain factors that the security department must review
I don't know
Under which tab on UAD are you able to identify the hold type on an order?
Order Lines tab
Loyalty tab
Hold tab
Notes
Why are orders put on hold?
To protect the company from being hacked
So our customers and our company are protected from credit card fraud
When an order has multiple items
When an order requires a signature from the customer
How long does an order stay on hold ?
2 to 4 hours
24 to 72 hours
72 hours
73 hours
What happens if an order is on hold for more than 5 days?
System will automatically cancel the order
Customer will be contacted
Nothing
Once an order is approved by the security department, all order will proceed through the normal status flow.
True
False
How long does it takes for authorization hold to be released back to the customer's account if a customer used a Third party credit card
7 to 10 hours
7 to 10 business days
Immediately
1 month
How long does it takes for authorization hold to be released back to the customer's Pay Pal account
7 to 10 business days
24 to 48 days
24 to 48 hours
3 to 5 business days
What to do when a customer has been sent the wrong merchandise?
Apologize and ask the customer to return the item in-store
Ask the customer to go look for the correct item instore
Apologize and issue customer free return label/call tag and replace the order for the correct item and waive shipping fees
Apologize, ask a picture of what they received. Issue customer free return label/call tag and replace the order with the correct item, waive shipping fees.
What to do when the customer has received an order that does not belong to them?
Apologize to the customer request a call tag for the package to be picked up from the incorrect customer and sent back to the DC
Tell the customer to keep the order
Ask the customer to send the package to the correct customer
Apologize, ask a picture of the Packing Slip of the order they received. Provide free return label/call tag. Flag Order with complete Notes. Create ORC under Wrong Item received. Offer to place new order.
When an order has been canceled due to security reasons what do you say to the customer?
Sorry the order was canceled due to fraud
Sorry for the inconvenience I will have someone from our security department contact you within 24 to 72 hours.
I apologize for the inconvenience this has caused. I will send this over to the security team for investigation. This investigation can take up to 72 hours. If the security team doesn't reach you via email within 72 hours, please get in touch with your bank.
Sorry but your card declined
Can we still cancel an order if it is in the "CREATED" status?
No
Yes
The customer called wanting to cancel the order after it has been shipped, what will you tell the customer?
Apologize to the customer and tell her we can't take the package back because the order was her error and we don't accept returns.
Tell the customer to refuse the package on delivery or if received, to ship it back to us and we will refund the return shipping fee of $9.95. If customer escalates, process RTS on the order.
Tell the customer to keep it and her refund will be processed in 3-5 business days.
Tell the customer to refuse the package or if received, to ship it back to us.
Which tab in UAD would you go to cancel an order?
Action Tab
Cancel Tab
CSMART (Cancel Order)
Hold tab
