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WorksheetsThe Bay - Level 3 Assessment Exam
Total questions: 62
Worksheet time: 5hrs 10mins
1. This status means that the order was just placed
Created
Released
Ready for Backroom Pick
PO Sent to Vendor
This status means that the order is being processed fulfilled in the DC or the store and will ship soon.
Created
Released
Ready for Backroom Pick
PO Sent to Vendor
This status means that the order is already being fulfilled by one of our stores
Created
Released
Ready for Backroom Pick
PO Sent to Vendor
This status means that the order is being fulfilled by a vendor (dropship)
Created
Released
Ready for Backroom Pick
PO Sent to Vendor
This status means that the order will never be fulfilled, and the customer will not be charged
Shipped
Cancelled
Return Received
Backordered
This status means that the order is already on the way to the customer's shipping address.
Cancelled
Return Received
Shipped
Backordered
The order can still be cancelled, unless if the status is ___.
Created
Ready for backroom pick
Shipped
Backordered
This status means that the order is already accepted by our DC Returns Department and the customer should receive the refund on their next billing cycle
Return Initiated
Return Received
Return In-Transit
Returned Accepted
This status means that the return package is still on its way to our Distribution Center.
Return Received
Cancelled
Return In-Transit
Shipped
This status means that the customer have generated a RB return label, but has not returned the item yet.
Back-ordered
Return Initiated
Return In-Transit
PO sent to Vendor
Customer forgot to add a promo code on her order. What will you do?
Contact Team manager
Create an ORC under price adjustment
Send the customer to the store
Create an ORC under Promo/Questions issues
Customer called because she does not want a gift card for a refund. What will be your next step?
Direct the customer to the store
Contact a Team Leader.
Advise customer to check her Junk/Spam folder. If not there, submit an ORC under Gift Card problems
Create an ORC under Gift Card to Original Tender
A customer calls because she was not sure a promo was applied. Where will you go to check?
Payment Tab
Loyalty Tab
Check on the Promo section
If the customer wants to unsubscribe from our marketing promotions, which option should I click?
Narvar
Clarip
Application Console
BlueZone
If a customer states they didn't receive their email confirmation, where can you go to resend their email confirmation.
Details tab in UAD
Contact search tab in UAD
Feed tab in UAD
Email search tab in UAD
Can we check the status of our orders on the website?
No
Yes
Customer called in to cancel their Marketplace order, what do you do?
Go to UAD and cancel the order
Go to Narvar and cancel the order
Go to Vendor Net and cancel the order
Guide the customer to login to their online account or welcome sign in on thebay.com enter the order number and billing postal code and contact the seller
Can you cancel an order that tagged as created?
Yes
No
What is the timeframe for our price adjustment?
7 business days
7 days
30 days
15 days
Can we cancel an order that has been tagged as shipped?
Yes
No
Customer calls in because she placed an order on November 20 for a dress that cost $450 and the dress went on sale for $375 on November 22.
Apologize and explain we are not allowed to do price adjustments
Tell the customer to go to the store
Issue a price adjustment via ORC under Price Adjustment
Tell the customer to return and repurchase
Suppose a customer calls in and asked, "If I placed an order on a gift card as a method of payment, and decided to return the order, how will I receive the credit?" What would you advise the customer
You will receive a full credit on your Visa card
You will receive a gift card and earn reward points
You will receive a credit on a gift card.
A customer ordered a coat but the coat belt was missing when it was shipped. What is your next step?
Process a return for the customer. Offer to replace and honor sale price
Send an email to DC and ask them to ship out the missing coat belt
Create an orc for missing item
Your customer calls stating that she wants to upgrade her order from standard shipping to overnight delivery. The order is after the 20 minute window. What's your next step?
Apologize and tell the customer you can't upgrade the shipping method
Email DC to see if they can upgrade the shipping method.
Call Canada Post/Purolator to see if they can upgrade the shipping method.
Customer calls to check the status of her order, the order is cancelled with the reason is "Due to Out of Stock." What will you tell the customer?
“I am sorry for the inconvenience; I will have someone from our Security Department to contact you in regards to this order. May I have your daytime contact number?”
Never order from us again. We are coming for you.
“I am sorry for the inconvenience; I can see your order was cancelled due to inventory. However, I will be more than happy to locate a similar item.”
“I am sorry for the inconvenience; I am seeing that you requested to have the order cancelled, however, I can replace the order.”
A customer calls to check the status of her order, the order shows "Created" with an Active Hold, and the hold is "Needs New MOP". What will you do and say?
Advise customer that we need to update her MOP.
Advise customer the order was cancelled
Ask for a new method of payment to update the customer's order.
Cancel and replace another order with a new method of payment.
Customer calls stating someone stole their order. What will you do?
Tell the customer to do a dispute with their bank.
Create an ORC - Order Not Received
Please advise the customer that they will need to file a police report with their local authorities.
Tell customer to call the police
Customer calls to check the status of her order. It has shipped however when you track the package it has been stuck in Toronto over the estimated delivery time with no movement. What will you do?
Tell the customer to contact the carrier
Transfer to a team manager
File an investigation on the courier website
Contact a team leader to do a replacement
Customer calls to change the shipping address. The status of the order is "Created." What will you do?
Call the carrier to change the shipping address
Create an ORC for merchandise not received
Cancel and replace the order
Customer calls to check the status of her order fulfilled by DC. When you track the order, it has been in Label Created status for more than 7 business days. Tracking number is from Canada Post. What will you do?
Call a store
File a trace with Canada Post
Send an email to DC
Call a Team Leader
What would I do if customer paid with a Gift Card and her Order was cancelled
Tell customer she was unlucky
Nothing you can do
Tell her the refund is being sent back on a gift card.
Customer calls in he paid with a Visa when you find the order its show cancelled but customer still see a charge
Tell customer you can do nothing about it
Transfer to credit services
Blind Transfer to a supervisor
Educate the customer on pre-authorization holds and tell the cx the charge will reverse up to 10 business days
Customer called in to place an order then it got cancelled and he can still see a charge on his account after, looking at the order, you saw it was paid with paypal
Ask for help from your supervisor, to send an email to remove the authorization hold
They them to call paypal
Nothing you can do to help
Transfer to sale audit
Customer called in saying he placed an order, but have not received an email confirmation, you look for the order and see it on the unsuccessfully placed tab
Advise your cx the order will be shipped soon
Advise your customer the order is backorder
Advise your customer the order failed and the charge that he sees are only pre authorization
Email DC.
Customer tried to place an order with a GC and wanted to use 5 for some reason it did not work. What's your next step?
Email the DC
Tell him to use his credit card
Contact Tier 2 or GC Team with a request to merge the GC
Too bad I can't help you
Customer called in because he bought a microwave online and paid with HBC Mastercard, however the order is cancelled and customer state that he sees a charge
Explain customer this is a pre-authorization hold and charge will drop up to 10 Business days
Transfer the customer to the Credit Service team
Email Neo Financial to help
Email DC
Customer call in because she received a shirt with DEO stain on, but wish to keep it
Send an email to DC so they can ship another one
Do an ORC for defective item so we can give a % off
Ask a supervisor for a penny order
Tell her to keep it
Customer call in because she received her plate broken
Tell the customer there is nothing you can do
Open a dispute with the carrier
Ask for pictures, add to the case and if item is still available ask for penny order
Email DC
Customer called in because she received the wrong item, how will you assist?
Nothing you can do
Confirm if she is willing to return or keep
Request that they return the item and avoid offering a reorder, as we need to conduct an investigation first.
Email DC saying they sent wrong item and send the correct one
Customer called in because her mirror arrived broken and she wants a refund
Email DC
Tell her to keep the mirror because its carrier fault
Ask for picture and create ORC for damaged items
Create a Narvar return so she can get a refund
Customer called because she received some one else order
Tell the customer to keep it
Apologize, ask the customer to return the package and create Canada Return Label.
Email DC so they can send the right order
Transfer to a supervisor
Customer called in and this is the second time he ordered a shirt but received a pair pants instead. You will?
Tell them to accept it
Tell the customer to order pants instead
Offer to return, advise the customer to hold off on purchasing the same item until the issue is resolved and track the issue to CSI tracker.
Apologize and advise the customer to return and repurchase the shirt
Customer call in because the coffee machine is not working as it should and want to return it
Email DC
Create a RB return and add notes to OMS
Offer appeasement and say nothing can be done
Customer called in because she received a pair of jeans with holes in it, she wants to return it
Create a RB return, waive the return fee and add notes to OMS
Email DC
Contact the store so they can reship another one
Transfer to a coworker
Customer call in, bought a set of knives 5 days ago but now it on special and want Sales Price Adjustments.
We can't price match knives
Create an ORC for Sales Price Adjustment
Hang up
Ask credit services to refund customer
Customer bought a t shirt 27 days ago and now its on special offer, he insists on a Sales Price Adjustment.
We can only price match up to 7 days
Create an ORC - Price Override
Tell the customer we won't be able to help
We can offer 15% off only
Customer called in because he purchased a coffee machine 4 days ago but now its on special at Walmart
Create an ORC for Price Match
Email DC to see if its on special at Walmart
We can't price match with Walmart
Tell the customer to return and buy it at Walmart
Customer called in because he wants a pair of jeans that's on special offer at Simons
Tell the customer to buy it at Simons instead
We don't price match with Simons
transfer to a supervisor
Offer to place the order with customer and price match
Customer called in because she bought some toys 35 days ago and now she wants a price adjustment.
Create an ORC for SPA
Apologize, tell the customer our SPA policy allows 7 days only
Tell the customer to return and repurchase
Nothing you can do because toys are final sales
A customer who bought toys 35 days ago says she wants a price adjustment, Is it possible?
Yes
No
Customer called in to modify an order when you pull it up its shipped.
Advise the customer you can modify the order no problem
Tell he customer to call the carrier
Apologize to the customer because we can't modify an order that has shipped
Nothing you can do
Customer call in because she entered the wrong address when you pull up the order its on created status.
Tell the customer you can't help
Look if the item is still available, cancel the order and reorder with customer
Advise the customer to call Canada Post
Transfer to a supervisor
Customer call in saying she put the wrong address when you pull the order it's created.
Cancel the order in UAD and repurchase
Educate the customer to go on Thebay.com and to find there order and to contact seller
Email the MarketPlace team
Call Canada Post
Customer call in saying that by mistake she selected the wrong size of shoes, order is shipped.
Email DC so they can send the correct size
Transfer to a supervisor
Advise the customer we can't modify an order once its shipped, you can tell the cx to refuse package upon delivery or send a return label and offer to reorder
Nothing you can do to help
Customer wants to add an item on the order but order is shipped.
Advise customer we can't add any item to her order
Email DC to see if they can add an item to the order
Apologize to the customer, we can't add an item to her order however you will be more than happy to help place another order
Apologize to the customer because we can't modify an order once shipped
Customer wants to add an item to the order she placed 12 minutes ago.
Advise the customer you can't modify an order once placed
Advise the customer to cancel the order
Tell the customer, you can't modify an order, however you can cancel and replace the order
Email DC so they can cancel the order
Customer calls in because she received an item with the sensor tag on it.
Ask the customer to remove it himself
Tell the customer to buy a tag remover on amazon
Ask the customer if he lives close to a Bay store
Email the AP Team
Customer calls in because she receive a duplicate order and was not charged for the second one.
Tell her to keep it
Tell her to to sell it on Facebook market place
Tell her to bring it to the store
Send a return label and add note to OMS not to refund customer
A customer call because he needs to cancel a dropship item " PO Sent to vendor" Status.
Email DC to cancel the order
Send an email to vendordropshipteam@hbc.com
Cancel it through the action dropdown button in UAD if its on "Created status"
Just Hang up
You are on the phone and the customer is being abusive and call you bad names.
Simply tell him to do business somewhere else
Hang up
Kindly advise the customer that if he doesn't change his tone you will end the call after 3 warnings
Transfer the customer to a supervisor
After placing the order with the customer he ask for Gift wrapping.
Tell him to wrap the gift himself
Apologize and advise we do not offer gift wrapping online
Tell the customer that no worries his item will be wrapped
Tell the customer its 9.99$ for gift wrap
I would like to be deleted from your mailing list.
Hang Up
Opt out a customer
Tell customer you can't opt him out
Email DC so they can remove the cx from our mailing list
