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WorksheetsO5A Level 3 Day 2
Total questions: 14
Worksheet time: 7mins
How long does it takes for credit card authorization hold to be released back to the customer's account
3-5 business days
Next billing cycle
7-14 business days
7 to 10 Business days
Do we have the capability to edit or make changes to an order once submitted?
Yes
No
Are you able to add an additional item once an order has been placed?
No
Yes
Is a customer able to upgrade shipping once an order has been put through ?
No
Yes
Sakso5fth.com offers gift wrapping?
True
False
Customer calls and states they forgot to add a promo code at the time of purchase and that they would like to add it, what do you do? The order is still within 24 hours.
Tell the customer to keep the promo code for their next purchase since we are unable to apply it
Submit an ORC under 'promo question'
I don't know
Submit ORC under 'price adjustment'
Customer placed an order and wanted to have a price match to Nordstrom Rack. The order is within 7 days and the item is eligible. What will you do next?
Submit an ORC under Price Match and Taxes
Submit an ORC under Price Adjustment
Submit and ORC under Promo Question Problem
When do we charge the customer's credit card for online orders?
We will only charge the customer's credit card once the order has been shipped.
We will only charge the customer's credit card after the order has been confirmed.
We will only charge the customer's credit card after the order has been released.
We will only charge the customer's credit card after the order has been delivered.
What is credit hold?
It is when a customer has not been credited
When we are unable to authorize the customer's credit card
When a customer's card has insufficient funds
True or False: If the payment was done with a Gift card or Credit Card and the order was cancelled, you should contact Tier 2 to do the refund.
True
False
We can't price match except?
Amazon
Walmart
SaksFifthAvenue/Off5th
BestBuy
What is the next step if the customer called and their order is in this status? 'Return Received'
Replace with similar/comparable item.
Email DC to confirm they have received the item
Inform the customer that their return refund has been processed. Check CSMART.
Create ORC for 'Return Problem'
Timeframe/expectations after submitting an MNR trace with the carrier
"I have submitted the request. You will receive a notification of your request through email, whether approved or declined, within 3 to 7 days. If approved, you will see your refund on the original payment method within 3 to 5 business days of the request's approval."
"I have submitted the request. You will receive a notification of your request through email, whether approved or declined, within 3 to 7 business days. If approved, you will see your refund on the original payment method within 3 to 5 days of the request's approval."
"I have submitted the request. You will receive a notification of your request through email, whether approved or declined, within 3 to 17 business days. If approved, you will see your refund on the original payment method within 3 to 5 business days of the request's approval."
"I have submitted the request. You will receive a notification of your request through email, whether approved or declined, within 3 to 7 business days. If approved, you will see your refund on the original payment method within 3 to 5 business days of the request's approval."
Correct soft policy for SPA request when a customer says "I will just return the item if you will not provide me the adjustment"?
Advise we cannot provide adjustment after 7 days.
Raise an ORC to investigate
Let the customer hang-up
