Cs Dept. Test 8: Open RMA Case Handling

When a customer informs us about a change in address, our first step is to update the shipping address in the trac system. However, even after updating the address, we still need to re-check the address once the item arrives for repair. It is important to ensure that the correct address is recorded and there are no errors. Additionally, there is no need to change the status in the rma trac system as this step only involves updating the address information.

The correct answer is to ask the customer to close the Paypal dispute and contact the CS China team if there are any difficulties. It is important to ensure that the Paypal dispute is closed before shipping the repaired item back to the customer. Ignoring the Paypal case or contacting the Billing team would not address the issue at hand.

The correct answer is to kindly educate the customer regarding our RMA policy terms and conditions. This is the appropriate action to take in this situation because the customer is expressing dissatisfaction with our return policy and asking about a refund. By educating the customer about our policy, we can clarify any misunderstandings and provide them with the necessary information to make an informed decision. This approach demonstrates good customer service and helps to maintain a positive relationship with the customer.

The correct answer is to reply to the customer, thanking them for their cooperation and letting them know that the next steps will be given after the item is received. This is the most appropriate action because it acknowledges the customer's communication, expresses gratitude for their cooperation, and informs them about the next steps in the process. It shows good customer service and keeps the customer informed about the progress of their case.

The correct answer is "Yes, we need to update info regarding compensation in rma trac." This is because when providing compensation for an item in an "Open RMA case handling" ticket, it is important to update the information in the RMA trac system. This ensures that there is a record of the compensation provided and helps to keep track of the resolution of the case.

In this scenario, the correct answer is "Yes, we need to pull out order." This means that after adding a comment in the admin regarding the need to provide compensation for an item with a price lower than 30 USD, it is necessary to pull out the order. This suggests that there is a specific process or action that needs to be taken after adding the comment, and pulling out the order is part of that process.

After confirming that the device is working fine, the policy is to ship it back to the customer. Additionally, it is important to double check with the customer regarding the issue they were experiencing, as the device is functioning properly at the service center.

In the given scenario, the correct answer is "Need to add model code, received accessories, quantity, order number". This is because when handling "Open RMA case" tickets, it is important to provide comprehensive information to the customer. Including the model code helps to identify the specific product in question. Mentioning the received accessories ensures that the customer knows what items were included in the package. Providing the quantity confirms the number of products received, and mentioning the order number helps in tracking the customer's purchase.

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The correct answer is "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." This means that Chinavasion takes responsibility for the shipping costs when sending the repaired item back to the customer from China. They also mention that they will use Airmail and EMS, which are shipping methods that can help with customs clearance.

The countries that are allowed to send RMA (Return Merchandise Authorization) to Hong Kong are Italy and Germany.

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When we update the RMA trac data for a received product in Shenzhen, we need to change the status "Type" to "Product received in SZ-Authorized". This indicates that the product has been received in Shenzhen and the authorization process has been completed.