April Refresher And May Knowledge Test
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
Correct Answer
A. TrueExplanation
In the In print Queue status, all modifications can be made for 3rd Party Warehouse orders. This means that any changes or updates to the order can be made at this stage, such as adding or removing items, updating quantities, or changing the delivery address. The system allows for flexibility and adjustments to be made before the order is printed and processed for shipment.Rate this question:
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- 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
Correct Answer
B. PHCS_ JiaffyExplanation
PHCS_ Jiaffy is responsible for the assigned modification requests for US East Warehouse orders in Printed status.Rate this question:
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- 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
Correct Answer
A. 3PL Modification Request Tab in the Assigned Job TrackerExplanation
CS will receive a confirmation through the 3PL Modification Request Tab in the Assigned Job Tracker. This means that when a modification request is made for EU warehouse orders (Printed), the CS team will be notified and receive confirmation through the specific tab in the Assigned Job Tracker system. This ensures that the CS team is aware of the requested modification and can take appropriate action.Rate this question:
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- 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
Correct Answer
C. Assign job to OPO PHCS_Jiaffy to inform the warehouseExplanation
Assigning the job to OPO PHCS_Jiaffy to inform the warehouse should not be done after the modification because the orders are already in Printed status and the modification has been made. Assigning the job to inform the warehouse again would be redundant and unnecessary.Rate this question:
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- 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
Correct Answer
D. Cancel OrderExplanation
The correct answer is "Cancel Order". This is because if we can no longer hold the order and a window pops up saying modification is no longer allowed, the appropriate action would be to cancel the order. This would remove the order from the system and indicate that it is no longer valid or needed.Rate this question:
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- 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
Correct Answer
B. Unhold the orderExplanation
After modifying a US West Warehouse order in Printed status, the CS should unhold the order. This means that the order was put on hold for some reason, and after the modification, it needs to be released and processed further. Informing the customer about the modification may be necessary, but it is not the immediate action that needs to be taken. Assigning a job may also be required, but unholding the order takes priority in order to ensure that the modified order can proceed smoothly.Rate this question:
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- 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
Correct Answer
C. Ticket AgentExplanation
A ticket agent will modify an order assigned to OPO for warehouse confirmation if the warehouse allows it. This is because ticket agents are responsible for handling customer inquiries and requests, including modifying orders. They have the authority to make changes to orders based on customer needs and warehouse availability. The other options, such as the Order Processing Officer, Team Leader, and Chat Agent, may have different roles and responsibilities within the organization but do not typically have the authority to modify orders in this specific scenario.Rate this question:
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- 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
Correct Answer
B. CS should put the order on hold while waiting for the warehouse confirmationExplanation
CS should not put the order on hold while waiting for the warehouse confirmation.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
It is not possible to modify an order in Printed & Scanned status even if we assign the job to the respective OPO. Once an order is in the Printed & Scanned status, it is considered finalized and cannot be modified.Rate this question:
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- 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
Correct Answer
B. Team LeaderExplanation
The Team Leader is responsible for re-assigning confirmed modification requests from chat agents. This role typically involves overseeing the team's performance, managing workload distribution, and ensuring that all tasks are completed efficiently. They have the authority to assign or reassign tasks based on the team's capacity and skillset.Rate this question:
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- 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
Correct Answer
C. Completely fill out the RMA FormExplanation
The correct answer is "Completely fill out the RMA Form." Before processing any warranty claim, the customer needs to fill out the RMA form completely. This form is likely required to gather all the necessary information about the claim, such as the customer's contact details, the item's details, and the reason for the warranty claim. By filling out the form accurately and completely, the customer provides the necessary information for the company to process their warranty claim efficiently.Rate this question:
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- 12.
What is the size limit for videos to be uploaded in the RMA form.
- A.
2MB
- B.
5MB
- C.
7MB
- D.
10MB
Correct Answer
A. 2MBExplanation
The size limit for videos to be uploaded in the RMA form is 2MB. This means that any video file that exceeds 2MB in size will not be accepted for upload in the RMA form.Rate this question:
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- 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
Correct Answer
D. Customer claimed QTY*SKU is faulty. Requested for videoExplanation
The given format "Customer claimed QTY*SKU is faulty. Requested for video" does not pertain to providing resolution to the customer. Instead, it indicates that the customer has claimed that the quantity of a specific SKU is faulty and has requested a video as evidence. This format is more focused on investigating the customer's claim rather than providing a resolution.Rate this question:
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- 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
Correct Answer
B. Forward it to the Product Specialist for confirmationExplanation
After the customer has provided the photos/videos to support his faulty item claim, the next step should be to forward it to the Product Specialist for confirmation. This is important because the Product Specialist will assess the evidence provided by the customer and determine whether the claim is valid or not. Once the Product Specialist confirms the claim, further actions can be taken to resolve the issue.Rate this question:
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- 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.
Correct Answer
B. CustomerExplanation
The customer should shoulder the returning shipping cost when sending back a faulty item. This is because it is the customer's responsibility to return the item and cover any associated costs.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
It is not necessary to advise the customer to send back the item worth below $100 if we can validate their claim through photos/videos. This implies that the evidence provided by the customer is sufficient to support their claim, eliminating the need for them to go through the hassle and cost of returning the item. By validating the claim through visual evidence, we can save time and resources for both the customer and the company. Therefore, the statement is true.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
Informing the customer that we will immediately proceed to resolution once they provide the needed information (RMA and photos/videos) is not advisable because the processing of the item or claim can only happen once it has been validated by our PS. Therefore, it is true that we should refrain from making such promises to the customer.Rate this question:
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- 18.
The returning tracking number should not be placed in the database notes for returned faulty item.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Placing the returning tracking number in the database notes for a returned faulty item is not advisable. This is because the tracking number is a logistical detail that should be used for tracking purposes only, and it does not provide any relevant information about the nature of the item being returned or its fault. Storing this information in the database notes could potentially lead to confusion or misinterpretation of the data. Therefore, it is recommended to store the tracking number in a separate field or system specifically designed for tracking purposes.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
The statement is advising to remind the customer to place the RMA ID and order number outside the parcel when sending back the item. This is important because it helps in identifying the specific order and ensures a smooth return process. By placing the RMA ID and order number outside the parcel, it becomes easier for the company to track and process the return accurately. Therefore, the statement is true.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
CS should take note of the customer's first contact regarding his warranty claim even if without the photos or videos yet because it is important to document all customer interactions and concerns. This allows for a thorough understanding of the customer's issue and ensures that it can be properly addressed and resolved. Additionally, taking note of the initial contact helps in tracking the progress of the claim and provides a reference point for future communication with the customer.Rate this question:
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