Test Your Knowledge About Product Damage Reduction

1.

Customer receives order and there appears to be damage on both outside and inside of the box. This damage is mostly likely caused by:

A.

Vendor Damage
B.

Carrier Damage
C.

Customer Damage

Correct Answer
B. Carrier Damage

Explanation
Carrier Damage: When an order is received and the outside box has been damaged as well as the products inside. It looks caused by whoever delivered it.

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2.

The damage appears to be specific to certain products due to manufacturing errors. No damage to box. This is most likely:

A.

Customer Damage
B.

Carrier Damage
C.

Vendor Damage

Correct Answer
C. Vendor Damage

Explanation
Vendor Damage: When one or more products have specific damage (i.e. hole, bad stitching) that was likely due to an error in manufacturing.

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3.

You can find out what type of damaged products the customer received by asking few simple questions.

A.

“Was the outside box damaged or crushed?”
B.

“Are there any holes in the box?”
C.

“Did you get the name of the UPS driver?”
D.

“Does the box look likes it’s been re-taped?”

Correct Answer(s)
A. “Was the outside box damaged or crushed?”
B. “Are there any holes in the box?”
D. “Does the box look likes it’s been re-taped?”

Explanation
By asking these questions, the customer can gather information about the condition of the outside box. If the outside box is damaged or crushed, it indicates that the product inside may also be damaged. Holes in the box could suggest mishandling during shipping, which could have caused damage to the product. If the box looks like it has been re-taped, it could indicate that the package has been opened or tampered with, raising concerns about the condition of the product inside. Therefore, these questions help determine the type of damaged products the customer received.

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4.

If you have determined from your questions that customer received a carrier damage product, you need to advise the customer to return the item(s) back to us.

A.

True
B.

False

Correct Answer
B. False

Explanation
Ask the customer to hold on to the items and box for 10 days (NEVER ask for the items to be returned with carrier damage, if they are there is no claim with UPS)

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5.

Let's say you're going to replace missing items from a party pack for a customer. You need to make note of items missing and find their component SKUs in the order to properly resolve the issue.

A.

True
B.

False

Correct Answer
A. True

Explanation
Since we no longer sending Parts and Pieces. It is important to put detailed notes for the exact items they are missing.

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6.

If a customer received a damaged item and it's under $25, have the customer dispose of the product.

A.

True
B.

False

Correct Answer
A. True

Explanation
TRUE, also we do not want damaged signature plates, personalized product, wall clings or standups returned.

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7.

With AMAZON order source you MAY ONLY.. (choose all that apply)

A.

Void the order (if not printed)
B.

Change the shipping address (as long as the update button is available)
C.

Replace the order or credit for missing items
D.

Upgrade ship level

Correct Answer(s)
A. Void the order (if not printed)
B. Change the shipping address (as long as the update button is available)
C. Replace the order or credit for missing items

Explanation
Great news!!! With Amazon orders, we can now change the shipping address as long as the update button is available! We will be changing this information in the WIKI.

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8.

Check all of the Order Sources you can handle.

A.

Celebrate Express
B.

Costume Craze
C.

BuyCostumes
D.

EBay
E.

Target
F.

Halloween Express
G.

NewEgg
H.

Evite Party Store
I.

Shop
J.

Amazon
K.

Buy
L.

One Stop Plus

Correct Answer(s)
A. Celebrate Express
C. BuyCostumes
D. EBay
G. NewEgg
H. Evite Party Store
I. Shop
J. Amazon
K. Buy
L. One Stop Plus

Explanation
The given correct answer includes a list of order sources that the person can handle. These order sources are: Celebrate Express, eBay, BuyCostumes, NewEgg, Evite Party Store, Shop, Amazon, Buy, and One Stop Plus.

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9.

With Amazon orders, we can now change the shipping address as long as the update button is available.

A.

True
B.

False

Correct Answer
A. True

Explanation
We will be changing this information in the WIKI.

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10.

How many business days should the customer hold on to the package if there is carrier damage?

A.

5 Business Days
B.

7 Business Days
C.

10 Business Days
D.

They should send it back right away

Correct Answer
C. 10 Business Days

Explanation
The customer should hold on to the package for 10 business days if there is carrier damage. This allows sufficient time for the customer to assess the extent of the damage, contact the carrier, and initiate the necessary steps for a claim or return. Holding on to the package for a longer period ensures that the customer has enough time to handle the situation appropriately and receive any necessary compensation or resolution.

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