Deal Ticket Order Change Policies

11 Questions | Total Attempts: 14

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Deal Ticket Order Change Policies

This quiz will review the order change policies that apply to customers. This will include cancellation and return requests.


Questions and Answers
  • 1. 
    If a customer would like to change the color or size of an item(s) on an already placed order.Scenario: For example the customer ordered an item in the color red and would like to now order the color mauve. You the CSR can offer what option(s).
    • A. 

      You can place a new order for the item(s) they would like instead if it is available in that color and size. Then send an EF to cancel and refund the incorrect item(s) on the original order including additional shipping cost. The customer will be charged for the new order when it is placed and the refund will be issued within 24-48 business hours.

    • B. 

      You would need to explain all sales are final and that this policy is listed in the FAQs section on the show website as well as on all confirmation receipts sent out

    • C. 

      You would complete an EF and let the customer know it is simply a request, not a guarantee and that more than likely we will not be able to assist as all sales are final. Let the customer know they will be contacted back in 24-48 hours.

    • D. 

      You the agent would provide the customer the customer service email for the DSI client they are calling in for. Refer to your screenpop. Let them know they will be able to assist them.

  • 2. 
      If a customer would like to add an item(s) to an already placed order You the CSR can provide two options:
      1. If all items they want to order are available, we can cancel the original order and replace the order with the added item(s). Send an EF to have the original order canceled and refunded. The customer will be charged for the new order when it is placed and the refund will be issued within 24-48 business hours.
      2. We can place another order for the item(s) they would like to add if available. Then send an EF to refund partial shipping for the second order. This way the item(s) on the second order will not be charged the initial shipping fee, only the additional item shipping cost of $4 per item. The customer will be charged for the new order when it is placed and the refund will be issued within 24-48 business hours.
      If the customer had placed an order based on the picture below what would be their best option? 
      • A. 

        Option1

      • B. 

        Option2

    1. 3. 
      If a customer would like to remove an item(s) on an order, how would you the CSR instruct the customer and complete any actions to assist them?
      • A. 

        You would let them know that all sales are final and that any changes to their order is not possible.

      • B. 

        You would let them know we can do so as long as the order has not been picked, place the order on hold in the Extranet. Send an EF to request the item(s) be canceled and refunded. The refund will be issued within 24-48 business hours. * If the order has not downloaded to the Extranet and/or the customer does not have the order number, we can still cancel an item(s) from the order. Send an EF including all pertinent information.

      • C. 

        You would let them know they would have to cancel their order and place a new order. Send an EF to request the order to be canceled and refunded * If the order has not downloaded to the Extranet and/or the customer does not have the order number, we can still cancel an item(s) from the order. Send an EF including all pertinent information.

    2. 4. 
      Is this statement true or false?We are able to make any changes to the billing address after an order is placed.
      • A. 

        True

      • B. 

        False

    3. 5. 
      Please provide the DSI Cancellation policy, and the steps you would complete if a customer calls to cancel their order.
    4. 6. 
      Is this statement true or false?It can take up to 5 business days for a refund to be issued on a canceled order or canceled item(s). Once the refund is issued, it can take up to 10 business days to reflect on the customer's account depending on their financial institution.
      • A. 

        True

      • B. 

        False

    5. 7. 
      If a customer calls in on the Star Style Deals line meaning to call Queens Deals, simply assist the customer as normal. If you need to locate their order status in the Extranet how will you successfully locate their information?
      • A. 

        You will take their information and submit an EF.

      • B. 

        You will simply let the customer know Deal Segments manages both Star Style Deals and Queens Deals and ask them to call back in a few days allowing us to correct the issue.

      • C. 

        You will need to change the drop down to Queens Deals to locate the order, if it does not appear here also check under Deal Ticket and Star Style Deals. Be sure you have checked all dropdown options of DSI before submitting an EF.

      • D. 

        None of the above.

    6. 8. 
      If a customer is wanting to purchase multiple items of one product on their order or has multiple items in their cart, what is the maximum amount of items they may check out with in their cart?Please explain how can you the CSR can assist the customer with ordering a greater amount of items than the amount allowed?
    7. 9. 
      When a DSI customer calls and wants to combine orders, how would you the CSR handle this request?
      • A. 

        You would let the customer at this time it is not possible to combine orders and that their orders will ship separately. You would refer them to the information on the website regarding all sales are final.

      • B. 

        You would let the customer know we are able to combine 2 orders to ship together as long as: both orders were placed online successfully. Neither order has been picked in the Extranet. If we combine 2 orders, a partial initial shipping refund will be issued for the second order that was placed. You would then submit an EF including all information.

      • C. 

        You would offer to cancel their original orders, verifying first all items are still available , you would then place a new order for all items on one single order. Submit an EF requesting cancellation for the original order.

      • D. 

        None of the above

    8. 10. 
      In an escalated situation, If a customer wants to speak to a supervisor and none is available, due to it being after hours or all available supervisors are already on calls how would you the CSR assist the customer?
      • A. 

        You may provide the phone number for the main office, 818-606-5945. Tell the customer to ask for Jeneeka. Please also send a regular EF for documentation purposes.

      • B. 

        You would complete a Supervisors Escalation Form with detailed notes of the call along with the customers information.

      • C. 

        You would place the customer on hold and have them wait for the next available supervisor.

      • D. 

        You would complete an Escalation Form with detailed notes of the call along with the customers information.

    9. 11. 
      When a customer calls wanting to exchange an item(s) due it not fitting or wanting a different color, how will you the CSR assit the customer?Scenario: The customer purchased leggings from one of the DSI shows and they arrived in the size they ordered, however the dimensions for that size does not match the FAQ information provided on the website. The item(s) does not fit and the customer is very upset.