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WorksheetsO5A Level 2 Day 4
Total questions: 15
Worksheet time: 8mins
When was the return delivered, and what is the expected refund for this order 123071484?
The order was delivered July 15 and the amount is $151.14.
The order was delivered July 16 and the amount is $152.14.
The order was delivered July 17 and the amount is $153.14.
The order was delivered July 18 and the amount is $154.14.
When was the refund posted for this order 123169600?
May 15, 2024
May 17, 2024
May 19, 2024
May 21, 2024
When does the refund got posted in this order 122607908?
March 25, 2024
March 26, 2024
March 27, 2024
March 28, 2024
What does "Return Delivered" means?
Item was delivered to PADC/mdt1 Returns and refund was posted.
Item was delivered to PADC/mdt1 or Vendor Returns but no refund was posted.
Item was delivered Store and refund was posted
Item was delivered vendor but no refund was posted
Where will go to view transactions for Purchase and Refund/credit?
SCLIXX
OMS
CSMART
SPA
What is the next step if the customer wants to Return or Exchange a Final Sale item due to a size/color issue?
Advise customer that final sale item is non-returnable once purchase. Use Soft policy when customer escalate
Advise customer that final sale item is non-returnable once purchase. Use Hard policy when customer escalate
Process a new order with same price or discount.
Process a replacement without charged.
The customer wants to check the status of their order return; it shows “Return Received”; however, it has been over 20 business days _____________.
Contact your TierII/Team Leader. They will submit a follow-up with the MDT1 Returns team
Attempt to locate the transaction in CSMART. If you can't locate the transaction and it has been more than 7 days since the refund has been granted, create an ORC under "Return Not Received"
Email so5vendordropshipteam@saksoff5th.com
Create an ORC under Order Not Received
What is the EMC for order number 121760925?
6021010020805984
602210002805923
6021010020806983
6021010020805983
When was the EMC delivered on order number 121760925?
1-31-24
1-30-24
2-25-24
2-1-24
The customer wants to check the status of their order return. It shows "Return Delivered," but the notes state that the return was rejected (but doesn't state the reason for rejection). DC Fulfilled. You would...
Email so5vendordropshipteam@saksoff5th.com
create an ORC under "Return Not Received"
contact your TierII/Team Leader. They will submit a follow-up with the MDT1 Returns team
What is the correct TAT for "Return Not Received" ORC?
"I have submitted the request. You will receive a notification of your request through email, whether approved or declined, within 2 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 10 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 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 1 to 3 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."
After a return is processed and approved, the refund should show on the payment method within _______?
7 business days
3 - 5 business days.
7 days
7 to 10 business days
Customer contacts to check the status of their return; you track the return, and the carrier's website shows the package has stayed in the Columbus, OH location for seven business days. You would...
Create an ORC under Lost in Transit and Lost in Transit - Return
Create an ORC under Return Not Received
Contact a Team Leader to reach out to MDT1 Returns
The customer wants to check the status of their return, but it is in a "Return Initiated" status. You would...
Tell the customer, "Returns refund processing time is 15 business days from when you mail the package and DC processing."
Tell the customer, “I am showing the package was delivered to our Distribution Center/Vendor (insert date from the website) Once processed, you will receive an email confirmation.”
Tell the customer, “I am showing the package is in route and should arrive at our Distribution Center/Vendor (insert date from the website).”
Tell the customer, “I am showing you have initiated the return, by chance, have you taken the package to a Post Office or FedEx Facility?”
What is the correct Contact Dispo for the following scenario:
The customer contacts you to check the status of their return; the status is "Return in Transit." You track the return on the carrier's website, and the package is on the way to the DC within the 15 business days processing timeframe.
Returns - I would like to check the status of my return - Delivered but not processed (outside of the normal timeframe)
Returns - I would like to check the status of my return - Still transit
Returns - I would like to check the status of my return - Delivered but not process (within the normal timeframe)
Returns - I would like to check the status of my return - Return initiated
