May Refresher And June Knowledge Test

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.

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.

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.

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.

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.

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.

The customer should shoulder the returning shipping cost when sending back a faulty item.

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."

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.

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.

The team leader approves those refund requests for orders below $100.

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.

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."

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.

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.

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.

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.

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.

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.

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.