Weekly Recap Quiz #44 (January 27th)

10 Questions | Total Attempts: 97

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Weekly Recap Quiz #44 (January 27th)

All About Undeliverable Return Orders!


Questions and Answers
  • 1. 
    Which email address do you use when you need to follow up with undeliverable orders?
  • 2. 
    A customer calls about an email she received stating that their package was returned as undeliverable and its beyond 10 business days upon receipt of the email. They wanted reshipment, what will you do?
    • A. 

      Apologize and tell customer that since it's already beyond 10 business days, you will create a credit request to process a refund.

    • B. 

      Apologize and tell the customer that since it's already beyond 10 business days, items were put back in stock and credit has been processed.

    • C. 

      Email [email protected] to reship the package.

    • D. 

      Apologize and send an email to the Returns Department to check if reshipment is possible. If so, inform customer that there will be a reshipment charge and the need by date is required.

  • 3. 
    When an order is returned to the DC as undeliverable, how long will they hold onto it while waiting for instructions from CS (us) on how to proceed?
    • A. 

      3-5 business days

    • B. 

      7 business days

    • C. 

      10 days

    • D. 

      10 business days

  • 4. 
    You can send an email to [email protected] for a follow up if a customer calls to check the status of their returns credit.
    • A. 

      True

    • B. 

      False

  • 5. 
    If a customer's order is returned because the delivery was unsuccessful they are responsible for what?
    • A. 

      The return shipping

    • B. 

      A 15% restocking fee

    • C. 

      The return shipping and the 15% restocking fee

    • D. 

      Nothing it is our responsibility to pay

  • 6. 
    How will you determine the credit amount if a customer no longer wants or needs the package that was returned as undeliverable? (not our fault)
    • A. 

      Always process full refund

    • B. 

      Shipping only

    • C. 

      Cost of goods plus shipping minus 15% restocking fee

    • D. 

      Cost of goods minus 15% restocking fee

  • 7. 
    “Undeliverable” means that UPS, USPS or any carrier cannot deliver the package as addressed and so they have to return the package to us.  What are the reasons for not being able to deliver a package: (choose all that apply)
    • A. 

      Address issue; miss typed address, missing apt #, wrong house #, PO Box missing…

    • B. 

      Customer/receiver has moved

    • C. 

      Signature required and carrier made 3 attempts to deliver the package

    • D. 

      Carrier left note for customer to pick up package at UPS or USPS and not picked up

    • E. 

      Customer arranged to pick up package at UPS or USPS and didn’t pick up

    • F. 

      Our error: usually a misprinted label or something technical

  • 8. 
    What will you do if a customer asks for a credit for the package that was returned undeliverable?
  • 9. 
    If the customer still wants the package that was returned undeliverable, what information you need to get from the customer? (mark all that applies)
    • A. 

      When does customer need the package

    • B. 

      Does customer authorize us to charge them for shipping

    • C. 

      Get a phone # where customer can be reached for the credit card information, if needed.

    • D. 

      The correct address to ship to if the reason it came back was due to the address being incorrect

  • 10. 
    A customer calls who checked their package and shows "In Transit" on its way back to us and we will not be getting it within the next couple of days.  The tracking shows undeliverable because of the missing Apartment number (not our fault). They need it the next day.  How will you proceed?
    • A. 

      Place a new order including the Apt # and advise the customer that we will process credit once we get the undeliverable order (COG less 15% restocking fee).

    • B. 

      Email [email protected] and request for a reshipment with the need by date.

    • C. 

      Create a Zero-Dollar Replacement Order.

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