Cs Dept. Test 8: Open RMA Case Handling

13 Questions | Total Attempts: 31

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Multiple Choice Questions Quizzes & Trivia

This questionnaire consists of 13 multiple choice questions to measure your skills about Open RMA case handling tickets. Please complete the following questionnaire by choosing one answer from the options provided. For each correct answer you will get “1 point”. Total score will be calculated based on the number total correct answers out of the 13 questions. The maximum score for this test is 13 points. The total time for this test is 60 minutes.


Questions and Answers
  • 1. 
    Scenario 1: You are checking "Open RMA case handling" tickets. In one ticket you can preview case, customer is hot happy with our return policy and asking about refund. Your actions:
    • A. 

      Immediately credit compensation as customer requests

    • B. 

      Kindly educate customer regarding our RMA policy terms and conditions

    • C. 

      Ignore customer's request and close ticket

  • 2. 
    Scenario 2: You are checking "Open RMA case handling" tickets. Customer is informing us about successful return to Chinavasion. Your actions:
    • A. 

      Reply to customer - thanks for co-operation and let him know, - next steps will be given after we get it here.

    • B. 

      Close ticket, this information is useless.

    • C. 

      Sort ticket to "General Enquiries"

  • 3. 
    Scenario 3: You are checking "Open RMA case handling" tickets. In 1 case we need to provide compensation for the item, since the price is lower than 30 USD. Once we updated admin and provide reply to customer, should we update rma trac info?
    • A. 

      No, we no need to update any details in rma trac

    • B. 

      Yes, we need to update info regarding compensation in rma trac

  • 4. 
    Scenario 4: You are checking "Open RMA case handling" tickets. In 1 case we need to provide compensation for the item, since the price is lower than 30 USD. Once we added comment in admin, we need to pull out order?
    • A. 

      Yes, we need to pull out order

    • B. 

      No, we needn't pull out order

  • 5. 
    Scenario 5: You are checking "Open RMA case handling" tickets. You are working on  Checked OK case. We got device, it's working fine. What is our policy?
    • A. 

      After we checked device, it’s working fine, we no need to tell, item was fully functional. We need to ship it back to customer. Also we need to double check with customer, what was the issue, since it's working fine here.

    • B. 

      We no need to ship it back to customer.

    • C. 

      We need to ask customer to pay shipping fee to Chinavasion.

  • 6. 
    Scenario 6: You are checking "Open RMA case handling" tickets. Once we update rma trac data for received product in Shenzhen, what we need to change in status "Type"?
    • A. 

      Need to update status in rma

    • B. 

      Product received in SZ-Authorized

    • C. 

      Product received in HK-Authorized

  • 7. 
    Scenario 7: You are checking "Open RMA case handling" tickets. Product was received in Shenzhen, you are providing reply to customer. In your reply you need to add below information?
    • A. 

      Need to add model code,received accessories, quantity, order number

    • B. 

      No need to add any information

    • C. 

      Need to add only quantity, no need to add model code

  • 8. 
    Scenario 8: You are checking "Open RMA case handling" tickets. In 1 ticket you see the situation, - device is under warranty, but we cannot repair it.What is our policy in this case?
    • A. 

      We are sorry, we cannot help in this case, we ask customer to order another device.

    • B. 

      We should provide full compensation fro the device.

    • C. 

      We provide 10% of compensation for the device.

  • 9. 
    If customer informed us regarding address in ticket, what are our steps?
    • A. 

      No need to add any details before item is repaired and ready for shipping

    • B. 

      In this step, we need to update shipping address in trac system. Later on, once the item arrived to us for repair, we still need to re-check the address. Once we added address, we no need to change status in rma trac

    • C. 

      We are not updating any details, shipping team is responsible for it

  • 10. 
    Chinavasion Terms and Conditions - Warranty and Returns. Who Pays For What? Please choose correct answer:
    • A. 

      Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by the customer, cannot be reimbursed.

    • B. 

      Cost of shipping a presumably faulty item back to Hong Kong or China: Paid by Chinavasion, cannot be reimbursed.

  • 11. 
    Please choose correct answer:
    • A. 

      Cost of shipping repaired item back to customer from China: paid by customer in full. In order to facilitate customs clearance, we will normally use DHL if applicable to send back the repaired item to you

    • B. 

      Cost of shipping repaired item back to customer from China: paid by Chinavasion in full. In order to facilitate customs clearance, we will normally use Airmail and EMS if applicable to send back the repaired item to you

  • 12. 
    Scenario 9: You are checking "Open RMA case handling" tickets. In 1 ticket you find out, that customer opened Paypal case. Your actions:
    • A. 

      Need to kindly ask customer to close Paypal dispute, if any difficulty, - need to contact CS China team. Also we need to keep in mind - PP dispute should be closed before we ship repaired item back to the customer.

    • B. 

      Simply ignore PP case

    • C. 

      You need to contact Billing team and ask their help

  • 13. 
    Please choose correct answer below. Which countries are allowed to send rma to Hong Kong?
    • A. 

      Russia and Pakistan

    • B. 

      China and Italy

    • C. 

      Italy and Germany

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