May Refresher And June Knowledge Test

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May Refresher And June Knowledge Test - Quiz

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.


Questions and Answers
  • 1. 

    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

    Correct Answer
    B. Forward it to the product Specialist for confirmation
    Explanation
    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 have the expertise to assess the photos/videos and determine if the claim is valid or not. Once the product specialist confirms the claim, the company can proceed to resolution and take appropriate action to address the customer's issue.

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  • 2. 

    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. 2MB
    Explanation
    The correct answer is 2MB. This refers to the maximum file size allowed for videos to be uploaded in the RMA form. It means that any video file exceeding 2MB in size will not be accepted or uploaded successfully through the form.

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  • 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

    Correct Answer
    B. False
    Explanation
    This statement is false because it states that we will immediately proceed to resolution once the customer completes the needed information (RMA and photos/videos). However, there may be other steps or processes that need to be followed before proceeding to resolution, such as verifying the information provided, assessing the issue, or consulting with other departments or teams. Therefore, it is not accurate to say that resolution will be immediate once the customer completes the required information.

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  • 4. 

    Who is responsible for closing an RMA form?(Position Title)

    Correct Answer
    RMA Specialist
    Explanation
    The RMA Specialist is responsible for closing an RMA form. As the specialist in Return Merchandise Authorization, their role involves managing the entire process of returning faulty or damaged products, including initiating the RMA form, coordinating with the customer and relevant departments, and ensuring the form is completed and closed once the return is processed.

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  • 5. 

    What is the most essential document needed to process any warranty claim?

    Correct Answer
    RMA Form
    RMA
    Explanation
    The most essential document needed to process any warranty claim is the RMA form or Return Merchandise Authorization form. This form is typically filled out by the customer or the party making the warranty claim and provides important information such as the product details, reason for return, and contact information. The RMA form serves as a formal request for return or repair and helps streamline the warranty claim process for both the customer and the manufacturer or retailer. The RMA acronym stands for Return Merchandise Authorization, which further emphasizes the importance of this document in facilitating the warranty claim process.

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  • 6. 

    Confirmed faulty items should be returned to us regardless of the price.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Faulty items should be returned regardless of the price, but the given statement says "confirmed faulty items should be returned to us regardless of the price." This implies that only confirmed faulty items should be returned, which is not true. All faulty items, regardless of whether they have been confirmed or not, should be returned regardless of the price. Therefore, the correct answer is False.

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  • 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

    Correct Answer
    B. False
    Explanation
    The statement suggests that the customer submitted videos for a faulty item claim, and the customer service (CS) can confirm the claim without needing assistance from a product specialist. However, the correct answer is false because the statement implies that the CS will only ask for assistance if they cannot confirm the claim. This means that the CS may still require the expertise of a product specialist in some cases, contradicting the initial claim.

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  • 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

    Correct Answer
    C. C-a-b
    Explanation
    The correct order of database notes for faulty items should be:
    1. Customer claimed that qty*sku is faulty, advised to fill out RMA form, and waiting for photos/videos (c)
    2. Confirmed faulty, stored $XX BP, and requested partial refund of $XX (a)
    3. Customer claimed that qty*sku is faulty, provided ticket number/via chat (b)

    First, the customer claims that a specific quantity and SKU is faulty and is advised to fill out an RMA form while waiting for photos/videos. Then, the faulty item is confirmed, stored, and a partial refund is requested. Finally, the customer provides the ticket number/via chat.

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  • 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.

    Correct Answer
    B. Customer
    Explanation
    The customer should shoulder the returning shipping cost when sending back a faulty item.

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  • 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

    Correct Answer
    A. True
    Explanation
    It is important to remind customers to place the RMA ID and order number outside the parcel when sending back an item. This helps ensure that the return process is smooth and efficient, as it allows the company to easily identify and track the returned item. By including the RMA ID and order number on the outside of the parcel, the company can quickly match it with the customer's records and process the return accordingly.

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  • 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.

    Correct Answer
    C. Team Leader
    Explanation
    The team leader approves those refund requests for orders below $100.

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  • 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

    Correct Answer
    B. Cancel Order- Overweight/ Oversize
    Explanation
    The customer states that their order cannot be shipped because it is overweight. Therefore, the appropriate refund reason to use in this situation would be "Cancel Order- Overweight/ Oversize."

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  • 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?

    Correct Answer
    $52.98
    $53
    Explanation
    The correct answer is $52.98. This is because the customer's product and shipping costs $51.48, and if he chose Paydollar as his payment method, the whole order would cost $1.50 more, resulting in a total cost of $52.98. The option $53 is incorrect as it does not account for the additional $1.50.

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  • 14. 

    What should be the timeframe given to customers that haven’t provided the credit card image/ bank statement yet?

    Correct Answer
    2 weeks
    14 calendar days
    14 days
    Explanation
    The timeframe given to customers who haven't provided the credit card image/bank statement yet should be 2 weeks, 14 calendar days, or 14 days. This gives customers a reasonable amount of time to gather and submit the required documents.

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  • 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

    Correct Answer
    C. Parcel Returned – Parcel rejected due to damaged packaging
    Explanation
    The given situation states that the customer refused to accept the package due to huge holes on either side of the box. This indicates that the package was damaged during transit. Therefore, the appropriate refund reason to be used in this situation is "Parcel Returned – Parcel rejected due to damaged packaging."

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  • 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!! 

    Correct Answer
    Cancel Order- Duplicated Payment
    Explanation
    The customer should select the refund reason "Cancel Order- Duplicated Payment" because they were charged twice for the same order due to a technical issue with the payment processing. By selecting this reason, the customer is indicating that they want to cancel the order and receive a refund for the duplicate payment that was made.

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  • 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? 

    Correct Answer
    Cancel Items – Price difference for alternative items
    Explanation
    The refund reason should be "Cancel Items - Price difference for alternative items" because the customer requested a modification to their order, specifically changing the HKM-AMXFrame to a HKM-T33Frame. This indicates that the customer wants to cancel the original item and replace it with a different one. The refund reason includes the mention of "price difference" which implies that the customer may need to pay or receive a refund based on the price variance between the two items.

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  • 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

    Correct Answer
    D. Faulty Items - Replacement requested instead of store credit
    Explanation
    The customer should use the "Faulty Items - Replacement requested instead of store credit" refund reason because they initially received bonus points as compensation for the faulty ESC, but now they are requesting a replacement instead of store credit.

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  • 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)

    Correct Answer
    C. Cancel Order – Shipping restrictions
    Explanation
    The correct refund reason in this case should be "Cancel Order - Shipping restrictions." This is because the customer's order was held in the warehouse due to the need to change the shipping method, specifically because of the battery included in the order. Therefore, the cancellation is due to shipping restrictions related to the battery, which prevent the order from being shipped using the originally chosen shipping method.

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  • 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?

    Correct Answer
    Cancel Order – Modification cannot be processed (After Printed)
    Explanation
    The refund reason should be "Cancel Order - Modification cannot be processed (After Printed)" because the customer's request to modify the order was made after it had already reached the Printed and Scanned status. At this point, modifications are no longer possible, so the only option is to cancel the order.

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