May Refresher And June Knowledge Test
This test will measure your understanding of the recently discussed Faulty Item Claim 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.
- 1.
- 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
- 2.What is the size limit for videos to be uploaded in the RMA form?
- A.
2MB
- B.
5MB
- C.
7MB
- D.
10MB
- 3.We should inform the customer that we will immediately proceed to resolution once he/she completed the needed information (RMA and photos/videos).
- A.
True
- B.
False
- 4.Who is responsible for closing an RMA form?(Position Title)
- 5.What is the most essential document needed to process any warranty claim?
- 6.Confirmed faulty items should be returned to us regardless of the price.
- A.
True
- B.
False
- 7.When customer submitted the videos for his faulty item claim, CS can confirm the claim and will only ask the assistance of the Product Specialist if s/he cannot confirm the claim.
- A.
True
- B.
False
- 8.What should be the correct order of database notes for faulty items.a. Customer claimed that qty*sku is faultylink of video/photos if providedTicket Number/ via chat b. Confirmed faulty Stored $XX BP/ Requested Partial Refund of $XX c. Customer claimed that qty*sku is faultyAdvised to fill out RMA formWaiting for photos/videosTicket Number/ via chat
- A.
A-b-c
- B.
B-c-a
- C.
C-a-b
- D.
A-c-b
- 9.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.
- 10.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
- 11.Who approves those refund requests for orders below $100?
- A.
Supervisor
- B.
Chris Tong / Mary
- C.
Team Leader
- D.
None. It can be requested immediately.
- 12.Which refund reason should be used for the given situation? Dear Hobbyking,My order 200XXXXXXX is still in your warehouse and I got the notification that it cannot be shipped because it is overweight. Please cancel my order instead and issue me a refund as soon as possible.
- A.
Cancel Order- Expensive Shipping
- B.
Cancel Order- Overweight/ Oversize
- C.
Cancel Order - Shipping restrictions
- D.
Cancel Order - Upgraded Shipping
- 13.If the customer’s product and shipping costs $51.48 and he chose Paydollar as his payment method, how much does the whole order costs?
- 14.What should be the timeframe given to customers that haven’t provided the credit card image/ bank statement yet?
- 15.Which refund reason should be used for the given situation? Dear Hobbyking,My order was delivered to me last Monday by DHL however, upon seeing the package there were huge holes on either side of the box. Because of that, I refused to accept the package . Please process the refund as soon as possible.
- A.
Warranty Refund/credit - Damage Item/s
- B.
Warranty Refund/Credit No Fuss Return – Product Dissatisfaction
- C.
Parcel Returned – Parcel rejected due to damaged packaging
- D.
Cancel Order – Order from incorrect warehouse
- 16.Which refund reason should be used for the given situation?Dear Hobbyking,I placed an order using my Visa card but it was still tagged as unpaid. I thought you didn’t get the payment so I settled the payment again, this time via PayPal. I just got my bank statement and to my surprise, I was charged twice for the same order! Please refund my money back!!
- 17.A customer placed an order for a HKM-AMXFrame. While the order is being processed he contacted us to request for a modification. He asked to change the HKM-AMXFrame to a HKM-T33Frame. What should be the refund reason for this kind of issue?
- 18.Which refund reason should be used for the given situation? A customer submitted a warranty claim for a faulty ESC. After the PS confirmed that it was faulty, the customer was issued bonus points however the customer contacted again asking for a replacement instead.
- A.
Warranty Refund/Credit – Faulty Item/s (Technical damage)
- B.
Mistake – Credits issued incorrectly
- C.
Refund request instead of store credit
- D.
Faulty Items - Replacement requested instead of store credit
- 19.A customer’s ordered was held in the warehouse because the shipping method needs to be changed because of the battery which is included in the order. What should be the refund reason for this case?
- A.
Cancel Order – Expensive shipping
- B.
Cancel Order – Modification cannot be processed (After Printed)
- C.
Cancel Order – Shipping restrictions
- D.
Cancel Order – Upgraded shipping (e.g. DHL/FedEx)
- 20.Customer is requesting to modify his order but it’s already in Printed and Scanned status. He then requested to cancel his order instead. What should be the refund reason for this case?
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