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WorksheetsSG CS WAVE 37 - QUIZ #3
Total questions: 20
Worksheet time: 19mins
Can we still cancel an order for a travel voucher?
Yes, if the order is at Handled by Seller status
No, but we can request it in the cancellation tracker
No, we can not cancel this item type
Mandi reported that she did not receive the item but it was tagged as delivered. Based on the details below, what should be the first thing to do?
Shipper: Ninja Van
Delivered: January 21, 2021
Seller: Local Marketplace
Return policy: 7 days
Retrieve the POD from the 3PL tracking website and confirm with Mandi
Transfer the case to SWAT PH to verify the customer's report
Advise the customer to liaise with the seller regarding the concern
Selena reported that she did not receive the item, but it was tagged as delivered by SOF. Based on the details below, what should be the first thing to do?
Delivered: February 3, 2021
Seller: LazMall Marketplace
Retrieve the POD from the 3PL tracking website and confirm with Mandi
Advise the customer to file an ORF with the return reason "I did not receive the item"
Advise the customer to liaise with the seller regarding the concern
What does it mean if the customer is tagged as Blacklisted for Voucher?
The customer cannot place an order and has to create a new Lazada account
Customers can place an order without applying any type of voucher.
Customers can place an order using only collectible platform vouchers.
To whom do we seek approval for a wallet withdrawal request worth $1050?
Yoann Chaise
Salwa Kamsari
Sharon Spykerman
Peter cashed in his Lazada wallet, but after a day decided that he won't be using the wallet anymore and would like to retrieve the amount. What should we advise?
Advise the customer that we will seek approval to request wallet withdrawal
Push back the customer's request
Advise customer to withdraw the balance from the account by clicking "Withdraw"
Sandra reported that she received a parcel that she did not order. What should we do first?
Check if the order has alternate contact details in the original buyer's account
Coordinate with BizRisk via child case to check on the order
Coordinate the case with CSC Return to initiate pick up of the item
Rick complained that his order from a local seller was tagged as delivered but he did not receive it. Based on the details below, what should be the handling?
Courier: SOF
Delivered date: February 2, 2021
Return policy: 7 days
Advise Rick to contact the seller to confirm the delivery
Advise Rick to file an ORF under return reason "Item Not Received"
Advise Rick that we can no longer accommodate his request
Mark reported that he did not receive the item, but it was tagged as delivered by Singpost. Based on the details below, what should we advise?
Delivered: January 27, 2021
Seller: Local Marketplace
Retrieve the POD from the 3PL tracking website and confirm with Mark
Advise the customer to file an ORF with the return reason "I did not receive the item"
Advise the customer to liaise with the seller regarding the concern
When do we escalate a case to SWAT PH?
If the package was marked as canceled and the customer reported that the item was received
If the customer is insistent to modify the delivery address on the order
If the customer encounters the error message "Sorry, something went wrong on your order"
If the customer is insisting to withdraw the deposit top-up. Where we can coordinate it for approval?
SWAT PH
SWAT SG
SWAT CNX
It is a policy that allows customers to make a return request within the 7 or 15 days return policy. The return coverage depends on the type of item customers have purchased.
(a)
What are the conditions that we required for the returns? Select as many as apply.
Original Condition & Tags Intact
Original Packaging
Is unworn, unwashed, or unaltered
What are the following categories that we do not allow for returns? Select as many as apply
All undergarments and swimsuits
Food & Live Animals
Digital Goods
T-shirt
If the item weight is < 5KG and the item value is <400 USD, the shipment method returns available will be dropped off and picked up.
Yes
No
What will be the amount of the item for the instant refund for cross-border/Taobao/retail/lazmall?
$30 & below
$35 & below
$40 & below
$45 & below
What will be the SLA for quality check in warehouse for the returns item?
3 days
6 days
4 days
8 days
It is also known as the return reason "Don't want the item anymore"
(a)
What are the return types for Normal Returns? Select as many apply
Retail
FBL
LazMall
Local
What are the return types for DRTM Returns? Select as many apply
Seller on Fleet
FBL
LazMall
Local
