Prove IT #5 09212011 Customer care Quiz

1. A customer calls wanting to use a pre-paid giftcard. Before they can use these to place an order they must call the 1-800 number on the back of the card to activate it AND to register their billing address. If they do not register a billing address the card will either fail in CyberSource or create pending charges for the customer.

True

False

The statement is true because the customer needs to call the 1-800 number on the back of the pre-paid gift card to activate it and register their billing address before they can use it to place an order. If they fail to register a billing address, the card will either fail in CyberSource or create pending charges for the customer.

Explanation

The statement is true because the customer needs to call the 1-800 number on the back of the pre-paid gift card to activate it and register their billing address before they can use it to place an order. If they fail to register a billing address, the card will either fail in CyberSource or create pending charges for the customer.

2. A Celebrate Express customer has a pending charge, and this means that we have successfully placed an order for them.

True

False

A pending charge does not necessarily mean that an order has been successfully placed for a Celebrate Express customer. It could indicate that the customer attempted to make a purchase, but the transaction has not been completed or confirmed yet. Therefore, the statement is false.

Explanation

A pending charge does not necessarily mean that an order has been successfully placed for a Celebrate Express customer. It could indicate that the customer attempted to make a purchase, but the transaction has not been completed or confirmed yet. Therefore, the statement is false.

3. When we do not act on or finalize a pending transaction they will fall off without intervention in approximately 2-5 business days.

True

False

When we do not take any action or complete a pending transaction, it will eventually expire and be removed from the system within 2-5 business days. This means that the transaction will not be processed or finalized, and any associated funds or actions will not be carried out. Therefore, the statement "When we do not act on or finalize a pending transaction, they will fall off without intervention in approximately 2-5 business days" is true.

Explanation

When we do not take any action or complete a pending transaction, it will eventually expire and be removed from the system within 2-5 business days. This means that the transaction will not be processed or finalized, and any associated funds or actions will not be carried out. Therefore, the statement "When we do not act on or finalize a pending transaction, they will fall off without intervention in approximately 2-5 business days" is true.

4. How can you speed up the process of a pending charge removal?

Ask a floorwalker or the helpline to delete the charges for you.

Fill out a pending removal form

Call the 800 number on the back of the customers card and let them know its ok to release the funds.

Transfer the call to the credits queue and they will put the funds back onto the customer's credit card.

To speed up the process of a pending charge removal, the best option is to fill out a pending removal form. This form is likely designed specifically for this purpose and will provide the necessary information to initiate the removal process efficiently. By filling out the form, the relevant department or team can quickly process the request and remove the pending charge. This method avoids the need for additional steps such as asking a floorwalker or calling customer service, which may involve longer waiting times or potential delays.

Explanation

To speed up the process of a pending charge removal, the best option is to fill out a pending removal form. This form is likely designed specifically for this purpose and will provide the necessary information to initiate the removal process efficiently. By filling out the form, the relevant department or team can quickly process the request and remove the pending charge. This method avoids the need for additional steps such as asking a floorwalker or calling customer service, which may involve longer waiting times or potential delays.

5. A customer calls in and states that they saw a code on the website for free shipping over $75 and it is no longer there, and it is not taking the free shipping off of her order. What steps should you take to further help the customer?

Tell the customer to refresh the webpage, because the offer will probably pop up again.

Offer to place the order for the customer yourself and provide them with the free shipping.

Give them the code that they can use so they can place the order themselves.

State that we do not have any free shipping offers, and apologize.

The correct answer is to offer to place the order for the customer yourself and provide them with free shipping. This option shows proactive customer service by taking responsibility for resolving the issue. By offering to place the order and provide free shipping, the customer's needs are met, and their frustration is minimized. This solution is more effective than simply suggesting a webpage refresh or providing a code for the customer to use themselves. Apologizing and stating that there are no free shipping offers is not a helpful response.

Explanation

The correct answer is to offer to place the order for the customer yourself and provide them with free shipping. This option shows proactive customer service by taking responsibility for resolving the issue. By offering to place the order and provide free shipping, the customer's needs are met, and their frustration is minimized. This solution is more effective than simply suggesting a webpage refresh or providing a code for the customer to use themselves. Apologizing and stating that there are no free shipping offers is not a helpful response.

6. When you are in the WIKI and there is missing information on one of the pages who can you email to suggest to add this information?

[email protected]

You can email [email protected] to suggest adding missing information on one of the pages in the WIKI.

Explanation

You can email [email protected] to suggest adding missing information on one of the pages in the WIKI.

7. A customer calls you and states that BC has charged their credit card many times but after searching you find that there are NO orders in OPUS. What has happened to the customer's orders?

The customer did not place any orders

They were placed under a different name so you have to ask the customer what that would be.

Pending charges have been created.

Transfer the call to the helpline so that they can look further into our system and find where the customer's orders are.

Pending charges have been created.

Explanation

Pending charges have been created.

8. A customer purchased 2 items: 1 Pirate costume at $56.99 and 1 Princess costumes at $39.99, the customer applied a BOGO offer so got the Princess costume for free (or $39.99 off) and paid a total of $56.99 plus $4.95 shipping. After receiving her order I decided to return the Pirate costume. What will the customer's refund be?

$56.99

$0.00

$39.99

$4.95

The customer's refund will be $56.99 because that was the amount paid for the Pirate costume, which is the item being returned.

Explanation

The customer's refund will be $56.99 because that was the amount paid for the Pirate costume, which is the item being returned.

9. An Amazon customer receives their costume and finds that it is too small and would like to return it. You can initiate a RAN and send them a return FLEX label.

True

False

The statement is false because in order to initiate a Return Authorization Number (RAN) and send a return FLEX label to the customer, the customer needs to request a return and provide the necessary information. The statement assumes that the customer wants to return the costume without any action on their part.

Explanation

The statement is false because in order to initiate a Return Authorization Number (RAN) and send a return FLEX label to the customer, the customer needs to request a return and provide the necessary information. The statement assumes that the customer wants to return the costume without any action on their part.

10. What is a pending charge?

An order that was placed in our system, however does not yet have the succeeded settlement from the bank.

The lapse time between when the order is placed, and when the order shows up in OPUS.

The charge that is waiting to occur when a pre-sell item that was ordered arrives in stock and ships out to the customer.

An agreement for the exchange of goods that is not yet settled or is awaiting a confirmation.

A pending charge refers to an agreement for the exchange of goods that has not yet been settled or confirmed. It is a transaction that has been initiated but has not been completed, either due to a delay in the settlement from the bank or the item being out of stock. This means that the customer has made a purchase, but the payment has not been finalized or processed yet.

Explanation

A pending charge refers to an agreement for the exchange of goods that has not yet been settled or confirmed. It is a transaction that has been initiated but has not been completed, either due to a delay in the settlement from the bank or the item being out of stock. This means that the customer has made a purchase, but the payment has not been finalized or processed yet.