April Refresher And May Knowledge Test

20 Questions | Total Attempts: 96

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April Refresher And May Knowledge Test - Quiz

This test will measure your understanding of the recently discussed 3PL Modification Request Workflow and other processes. While taking the test you are not allowed to browse any website or files. You are only given 20 minutes to finish the exam.


Questions and Answers
  • 1. 
    All modifications can be done for 3rd Party Warehouse orders in In print Queue status.
    • A. 

      True

    • B. 

      False

  • 2. 
    Who is responsible for the assigned modification requests for US East Warehouse orders in Printed status? 
    • A. 

      Order Processing Officer

    • B. 

      PHCS_ Jiaffy

    • C. 

      PHCS_Jordan

    • D. 

      Lead Support

  • 3. 
    For confirmed requested modification of EU warehouse orders (Printed), CS will receive a confirmation through __________. 
    • A. 

      3PL Modification Request Tab in the Assigned Job Tracker

    • B. 

      Internal note in the ticket

    • C. 

      Warehouse notes on the database

    • D. 

      Warehouse Proactive Tickets Tracker

  • 4. 
    For successful cancellation of Russia Warehouse orders in Printed status, which should NOT be done after modification? 
    • A. 

      Advise the customer that the modification has been done

    • B. 

      Process refund for the cancelled order

    • C. 

      Assign job to OPO PHCS_Jiaffy to inform the warehouse

    • D. 

      None of the above

  • 5. 
    Which type of modification can we assign to OPO for confirmation from warehouse if we can no longer hold the order (a window pops up saying modification is no longer allowed)?
    • A. 

      Add item

    • B. 

      Cancel Item

    • C. 

      Cancel BK Item

    • D. 

      Cancel Order

  • 6. 
    What should be done by the CS immediately after modifying a US West Warehouse order in Printed status?
    • A. 

      Inform the customer about the modification

    • B. 

      Unhold the order

    • C. 

      Assign job

    • D. 

      None of the above

  • 7. 
    Who will modify an order assigned to OPO for warehouse confirmation by a chatter provided that the warehouse allows it?
    • A. 

      Order Processing Officer

    • B. 

      Team Leader

    • C. 

      Ticket Agent

    • D. 

      Chat Agent

  • 8. 
    Which is NOT true in using the 3PL Modification Request Tracker?
    • A. 

      CS should include the type of modification requested by the customer in the tracker

    • B. 

      CS should put the order on hold while waiting for the warehouse confirmation

    • C. 

      CS should inform the customer that there is still no guarantee that the request will be done

    • D. 

      Ticket CS should check the tracker everyday for updates

  • 9. 
    It is possible to modify an order in Printed & Scanned status provided that we assign job to the respective OPO. 
    • A. 

      True

    • B. 

      False

  • 10. 
    Who is responsible for re- assigning confirmed modification requests from chat agents? 
    • A. 

      Order Processing Officer

    • B. 

      Team Leader

    • C. 

      Shift Supervisor

    • D. 

      Business Support Supervisor

  • 11. 
    Before processing any warranty claim, customer should:
    • A. 

      Send us a ticket regarding his claim

    • B. 

      Contact us via 24/7 Live Chat support

    • C. 

      Completely fill out the RMA Form

    • D. 

      Send the item back to us

  • 12. 
    What is the size limit for videos to be uploaded in the RMA form.
    • A. 

      2MB

    • B. 

      5MB

    • C. 

      7MB

    • D. 

      10MB

  • 13. 
    Which of the following database notes format is NOT pertaining to providing resolution to the customer? 
    • A. 

      Confirmed QTY* SKU Stored BP: $$$

    • B. 

      Confirmed QTY*SKU Requested Partial Refund: $$$

    • C. 

      Confirmed QTY*SKU Sending Replacement Part 2001234567 COPY OF: 2007654321

    • D. 

      Customer claimed QTY*SKU is faulty. Requested for video

  • 14. 
    What should be the next step after the customer provided the photos/video to support his faulty item claim? 
    • A. 

      If the customer provided the photos/videos via chat, advise him to create a ticket.

    • B. 

      Forward it to the Product Specialist for confirmation

    • C. 

      Advise the customer that we will just contact him again once his claim has been confirmed

    • D. 

      Proceed to resolution

  • 15. 
    When advising the customer to send back a faulty item, the returning shipping cost should be shouldered by whom? 
    • A. 

      Hobbyking

    • B. 

      Customer

    • C. 

      Shipping Courier

    • D. 

      None. Returning Shipping cost is for free.

  • 16. 
    We should NOT advise the customer to send back the item to us worth below $100 if  we can validate his claim through photos/videos.
    • A. 

      True

    • B. 

      False

  • 17. 
    We should refrain from informing the customer that we will immediately proceed to resolution once he/she completed the needed information (RMA and photos/videos) as this can only be processed once the item or claim has been validated by our PS. 
    • A. 

      True

    • B. 

      False

  • 18. 
    The returning tracking number should not be placed in the database notes for returned faulty item. 
    • A. 

      True

    • B. 

      False

  • 19. 
    When advising the customer to send back the item to us, remind them to place the RMA ID and order number outside the parcel. 
    • A. 

      True

    • B. 

      False

  • 20. 
    CS should take note of the customer’s first contact regarding his warranty claim even if without the photos or videos yet.  
    • A. 

      True

    • B. 

      False