WorksheetsTBC TRAINING 2024 Quiz 5 - Policies/Processes Quiz
Total questions: 20
Worksheet time: 24mins
What can we offer a customer who wants to return an unworn pair of sneakers that are 10 days past the return window but in good condition?
Offer $50 off a new pair or exchange for a pair of Factory Seconds
Don’t take back
Offer $50 off a new pair or 50% off a Factory Seconds pair
Process a return as a one-time courtesy
TRUE or FALSE: For all international orders, if they were charged shipping on their original order, they DO NOT need to pay the exchange fee.
True
How do we handle an over 2 months return for a customer who was unable to send back an unworn pair of boots because he was on an overseas business trip?
Don’t take back
Accept the return right away
Seek approval from lead
Offer $50 off a new pair or 50% off a Factory Seconds pair
Which return process do we follow for orders from Hawaii, Alaska, and Puerto Rico?
International Return
Domestic Return
Freight Forwarding Services
The only way to for them to process return is when they return the item from a contiguous shipping address
A customer can still return an item even if the original packaging has been discarded.
False
They need to reach out to us to acquire packaging.
We cannot accept it since packaging is part of the overall product.
What essential information do we ask from customers who want to exchange an item that is 30 days past the return window?
Date of purchase
Delivery address
Images of the item
Return tracking number
How do we handle a ticket for a customer asking for exchange instructions for a pair that arrived looking like they've already been worn? No return request yet on Loop.
This is beyond my scope and has to be handed off to QC
Ask for images first
Issue a refund immediately
Provide exchange instructions
What is our refund timeframe?
2 to 3 business days from the time the return was dropped off at the carrier
Up to 15 business days from the time return arrives at the warehouse
Within 24 hours from the time return arrives at the warehouse
Within 24 hours from the time return was dropped off
Which of the following items will a customer be charged for the $5 handling fee when returned?
3-pack Women’s Sodello Verona socks
Mocha Scout boots
White Men’s Premier Low Top sneakers
Black Leather Card Holder
If you find that an item is Out of Stock on Pipe 17, where do you check to see whether there is incoming stock?
In ChannelApe
Shipment Tracker
In Confluence
In QL
A customer from the contiguous US writes about not having received their package. Upon checking the Tracking Number, you find that it says "Delivered". They still say the package is nowhere to be found. Your next step is to:
Refund them their money through their payment method.
Check whether the package was Returned to Sender.
Send them a replacement.
Refund with store credit.
International exchanges can come with higher costs. Please select the applicable fees an international customer would need to cover to move forward with an exchange.
International Exchange Fee
Miscellaneous Fee
Return Shipping Fee from a carrier of their choice.
Shipping Fee for the Replacement Order
Fee Fi Fo Fum
A customer reaches out to have his unshipped order delivered to a new address. You noticed that the email address the customer used is different from the one listed on Shopify. What do you do?
Change both the email address and shipping address on Shopify.
Inform the customer that we cannot change the shipping address since his email address does not match our system.
Send a follow-up email to the customer to verify the billing address the last four digits of the card or the third-party payment used on the order..
Send a follow-up email to the customer to confirm the order number as well as the last four digits of the card or the third-party payment used on the order.
Which statement about our Digital Gift Card is correct?
Our digital gift cards are final sale and have no expiration date.
Customers can request to convert Digital Gift Cards to Physical Gift Cards.
Upon checkout, customers will have the option for the Digital Gift Card to be sent to both the gifter and the giftee.
We can ONLY offer Digital Gift Cards up to $500.
A customer reaches out complaining that the "Factory Second" he received is a "tad bit small" and feels like a "nail is poking out of the footbed". He wants to return the pair for a refund and mentioned that he only tried on the pair and this is within the 30-day return period. What would be the best next action to take?
Inform the customer that Factory Seconds are "final sale" and we cannot accept the return.
Ask the customer for images, inform your lead, and endorse to a QC Agent.
Skip the ticket so a QC Agent can handle the concern.
Accept the return following the "Return & Exchange Flow Chart".
Customer shares that he'll be purchasing five new pairs of our dress shoes for his groomsmen and is asking for a discount since he can't afford all of the pairs at full price. He is extremely excited to "try our products" since one of his groomsmen is a long-time fan of TBC. What would be your next step?
We do not offer "First-time buyer" discounts as well as group discounts. Just congratulate the customer.
Ask the customer about the number of pairs he wants to purchase and discuss this with your lead.
Ask the customer to have his TBC long-time fan friend reach out to us for a discount. We can offer discounts to a loyal customer.
A customer purchased a pair of Cacao Premier Low Tops from our Retail Store. He says that he cannot visit the Retail Store to return the pair since he moved to a different state. Not a problem! We arrange the return for the customer given that it's within 30 days from the purchase.
False
The return process is always dependent on the point of sale.
We can give the pair to the customer as a one time courtesy gift and also continue with the refund.
An international customer shares that she purchased a Captain in Black Matte using an Australian address. Her family now moved to California and you see that the order is still within our 30-day return policy. How should you assist this customer?
Ask for images of the boots and secure approval from your lead to manually create a UPS prepaid label for the customer
Secure approval from your lead to manually create a UPS prepaid label for the customer
Inform the customer that they will have to cover the return fees since it was initially delivered through DHL and provide the TBC return address
Inform the customer that they will have to cover the return fees and provide the TBC return address
A customer reaches out and they have two (2) TBC gift cards. They want to know whether they can use them both for one single purchase and then add the price difference with a credit card. What can you do for them?
Nothing, they can't use two TBC cards for a purchase.
Suggest that they use one of the cards and keep the other for future use.
Annul both the gift cards and create a new gift card for the total combined amount.
A customer placed their order with expedited shipping. However, the delivery was outside the stipulated time and arrived late. What is your next step?
Apologize and consult your lead about refunding the expedited shipping cost.
Apologize and refund the cost of shipping with no approval needed.
Apologize and issue a store credit for the cost of expedited shipping.
Explain to the customer that this sometimes unfortunately happens, and that you cannot do anything else.
