Cs Dept. Test 2: Order Status

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| By Chinavasionwhole
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Chinavasionwhole
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Quizzes Created: 5 | Total Attempts: 406
| Attempts: 59
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  • 1/30 Questions

    Customer is asking to cancel unpaid order, what should we do with ticket ?

    • Check order status in admin, please reply customer by using predefined reply to educate him how to cancel orders
    • Sorry, we cannot cancel order, please ask customer to make a payment for order
    • We can cancel order, the cancellation penalty is 5% from total order amount, please provide this information to customer
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Cs Dept. Test 2: Order Status - Quiz
About This Quiz

Please complete the following questionnaire by choosing correct answer in the boxes; Please choose one correct answers for one question; For each correct answer you will get “1 point”; Total score will be calculated based on total correct answers from 30 questions; Maximum score for this test is 30 points; Total time for test is 1 hour.

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  • 2. 

    Due to some reasons,VIP customer is not happy with our services and opened/ not yet, but informing us about Paypal dispute. What should we do?

    • Put ticket to VIP and email to CS team leader

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    Correct Answer
    A. Put ticket to VIP and email to CS team leader
    Explanation
    In this scenario, the correct answer is to put a ticket to VIP and email the CS team leader. This is the appropriate action because the VIP customer is not happy with the services and has informed about a potential Paypal dispute. By putting a ticket to VIP, the issue will be escalated to the appropriate department for immediate attention. Additionally, emailing the CS team leader will ensure that they are aware of the situation and can take necessary steps to address the customer's concerns promptly.

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  • 3. 

    Customer is asking us to cancel his paid order, order status in Admin is  "Warehouse queue". Can we cancel order?

    • Sorry, we cannot cancel your order

    • Yes, we can cancel the order

    • Yes, we can cancel the order. The penalty fee is 5% from total order amount.

    Correct Answer
    A. Yes, we can cancel the order
    Explanation
    The customer is requesting to cancel their paid order, and the order status in the admin is "Warehouse queue." The correct answer states that we can cancel the order. The reason for this is not provided in the options, but it can be assumed that since the order is still in the warehouse queue and has not been processed or shipped yet, it can be canceled without any issues.

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  • 4. 

    Customer contaced us due to some reasons, his parcel was shipped back to China by DHL. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Simply close ticket

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The correct answer is to put the ticket in the "Deliveries" category. This is because the customer's parcel was shipped back to China by DHL, indicating that it is related to a delivery issue. Placing the ticket in the "Deliveries" category will ensure that it is appropriately addressed and resolved by the relevant team.

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  • 5. 

    Customer is informing us, he received wrong item, What should we do with ticket?

    • Check order in admin, check item code. If necessary, clarify with customer item code, quantity. If information is still incorrect , please put ticket to "Pre-return questions"

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    Correct Answer
    A. Check order in admin, check item code. If necessary, clarify with customer item code, quantity. If information is still incorrect , please put ticket to "Pre-return questions"
    Explanation
    The correct answer is to put the ticket to "Pre-return questions". This is because the customer has received the wrong item, so it is necessary to check the order in the admin and verify the item code and quantity. If the information is still incorrect, the ticket should be directed to the "Pre-return questions" category, where further clarification and resolution can be sought before initiating a return process.

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  • 6. 

    We shipped order via Airmail, customer cannot trace the order in system, what should we reply to cusotmer?

    • Provide reply by using 1st predefined for HK Airmail

    • Ask customer, -please transfer your issue to Billin Dept. at [email protected]

    • Provide reply by using 2nd predefined for HK Airmail

    Correct Answer
    A. Provide reply by using 1st predefined for HK Airmail
  • 7. 

    Customer infomring us, he received broken DOA item. What should we do with ticket?

    • Check order in admin. If order is paid and sent out, please put it to "Pre-return questions"

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    Correct Answer
    A. Check order in admin. If order is paid and sent out, please put it to "Pre-return questions"
    Explanation
    If a customer informs us that they received a broken DOA (Dead on Arrival) item, the appropriate action to take with the ticket is to check the order in the admin system. If the order has been paid for and already sent out, the ticket should be placed in the "Pre-return questions" category. This suggests that the customer may have questions or concerns about returning the item due to its condition.

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  • 8. 

    Customer is infroming us, he opened Paypal dispute due to non - delivered order and delivery time is more than 35 days from the dispatched date. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Check details in admin. If order is paid, there is a delay,- please apology for any inconvenience, ask to close dispute, - inform - we are working in issue - put to "Deliveries" , and email to Coco

    • Put ticket to "Order delivery details"

    • Put it to "Pre-return questions"

    Correct Answer
    A. Check details in admin. If order is paid, there is a delay,- please apology for any inconvenience, ask to close dispute, - inform - we are working in issue - put to "Deliveries" , and email to Coco
    Explanation
    Based on the information provided, the customer has opened a PayPal dispute due to a non-delivered order that has exceeded the expected delivery time of 35 days. The correct action to take with the ticket is to check the details in the admin system. If the order has been paid for and there is a delay in delivery, the appropriate response is to apologize for any inconvenience caused, ask the customer to close the dispute, inform them that the issue is being worked on, and categorize the ticket under "Deliveries". Additionally, an email should be sent to Coco.

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  • 9. 

    Cusotmer is angry, he received 1st email from us regarindg Airmail tracking infromation, hovewer order is still in transit. Total time from the dispatched date is 5 days. What should we do with ticket?

    • Please reply customer by using second predefined reply for Airmail

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details" and email to CS team leader

    Correct Answer
    A. Please reply customer by using second predefined reply for Airmail
    Explanation
    The correct answer is to reply to the customer using the second predefined reply for Airmail. This suggests that there are multiple predefined replies available for Airmail, and the second one should be used in this situation. By doing so, the customer can be provided with the appropriate response regarding their Airmail tracking information and their concerns can be addressed.

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  • 10. 

    Customer from Brazil is asking us, he didn't receive order after 60days, what should we do with ticket ?

    • Put ticket to "Deliveries"

    • Ask customer to check all details with his local post office

    • Provide reply by using 1st predefined for HK Airmail

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The correct answer is "Put ticket to 'Deliveries'". This means that the ticket should be categorized or tagged under the "Deliveries" section or department. This will help ensure that the issue of the customer not receiving their order after 60 days is properly addressed and handled by the appropriate team or personnel responsible for deliveries.

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  • 11. 

    Customer is infoming us, there is a issue with customs. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Put ticket to "Order delivery details" and email to CS team leader

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The correct answer is to put the ticket in "Deliveries". This suggests that the issue with customs is related to the delivery process. By putting the ticket in "Deliveries", the appropriate department or team can address the issue and ensure that the customer's order is delivered smoothly.

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  • 12. 

    Customer is asking us, his item from paid order he received just now has been damaged during the transit amd there are visible damages of the device and pakage. What should we do with ticket?

    • Check order in admin. If order is paid and sent out, please put it to "Pre-return questions"

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    Correct Answer
    A. Check order in admin. If order is paid and sent out, please put it to "Pre-return questions"
    Explanation
    The correct answer suggests that if the customer's item from a paid order has been damaged during transit and there are visible damages to both the device and the package, the ticket should be put under "Pre-return questions" after checking the order in the admin. This implies that the customer should be given the opportunity to address their concerns and inquire about the possibility of returning the damaged item for a replacement or refund.

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  • 13. 

    VIP customer is infroming us, he didn't receive paid order which we shipped 7 days before. What should we do with ticket?

    • Put ticket to "VIP customer support"

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Put it to "Pre-return questions"

    Correct Answer
    A. Put ticket to "VIP customer support"
    Explanation
    The correct answer is to put the ticket in "VIP customer support." This is because the customer is a VIP customer, indicating that they hold a higher status and may require special attention. Since they are informing us about a paid order that they did not receive, it is important to prioritize their issue and provide them with the necessary support. Placing the ticket in the "VIP customer support" category ensures that their concern will be addressed promptly and with the appropriate level of care.

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  • 14. 

    VIP customer is asking to cancle unpaid order. What should we do with ticket?

    • If order is VIP - please put it to VIP folder. If issue is urgent - please process as usual. If you cannot solve issue and it's urgent, please email to CS team leader

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    Correct Answer
    A. If order is VIP - please put it to VIP folder. If issue is urgent - please process as usual. If you cannot solve issue and it's urgent, please email to CS team leader
    Explanation
    If the customer is a VIP and the order is unpaid, the ticket should be put into the VIP folder. If the issue is urgent, it should be processed as usual. However, if the issue cannot be resolved and it is urgent, an email should be sent to the CS team leader.

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  • 15. 

    We received positive feedback from customer. What should we do with ticket?

    • Simply close ticket

    • Ask customer to post a review on resellerratings.com by using predefine reply

    • Put ticket to "Deliveries"o that our shipping team can check it later

    Correct Answer
    A. Ask customer to post a review on resellerratings.com by using predefine reply
    Explanation
    Asking the customer to post a review on resellerratings.com is the best course of action when receiving positive feedback from a customer. This not only allows the customer to share their positive experience with others but also helps build the company's reputation and credibility. Using a predefine reply ensures consistency in the communication and makes it easier for the customer to follow the instructions. This proactive approach can help attract more customers and improve the overall perception of the company.

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  • 16. 

    Customer is asking us to provide invoice due to customs issues. What should we do with ticket?

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    • Kindly reply to customer: "Sorry, we cannot provide any invoices"

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The correct answer is to put the ticket in "Deliveries". This is because the customer is asking for an invoice due to customs issues, which suggests that they are expecting a delivery of goods. Placing the ticket in the "Deliveries" category would ensure that it is properly addressed and processed by the relevant department responsible for handling deliveries and invoicing.

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  • 17. 

    Cusotmer is asking us to check order status for his paid order, which was sent out via Fedex 24 hours before. What should we do with ticket?

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    • Provide all details by using predefined reply

    Correct Answer
    A. Provide all details by using predefined reply
    Explanation
    The customer is asking for an update on the status of their paid order, which was shipped through Fedex 24 hours ago. In this situation, it would be appropriate to provide all the necessary details to the customer by using a predefined reply. This would ensure that the customer receives accurate and relevant information about the order's delivery status.

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  • 18. 

    Customer is infroming us, - he didn't receive order after 37 days, what should we do with ticket ?

    • Provide reply by using 1st predefined for HK Airmail

    • Put ticket to "Deliveries"

    • Provide reply by using 2nd predefined for HK Airmail

    • Ask customer to check all details with his local post office

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The correct answer is to put the ticket to "Deliveries". This means that the customer's complaint about not receiving the order after 37 days should be escalated and addressed by the "Deliveries" department or team. This suggests that further investigation and action should be taken to resolve the issue and ensure that the customer receives their order.

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  • 19. 

    We received negative feedback from VIP customer. Our actions?

    • Put ticket to "VIP customer support"

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Reply customer, apologize for any inconvenience and ask more details.

    Correct Answer
    A. Put ticket to "VIP customer support"
    Explanation
    The correct answer is to put the ticket to "VIP customer support" because receiving negative feedback from a VIP customer indicates that they require special attention and priority. By assigning the ticket to the VIP customer support team, they can handle the issue promptly and provide personalized assistance to address the customer's concerns effectively.

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  • 20. 

    Customer is conatctins us to check the status for his paid order, which we sent 3 days before via EMS. What should we do with ticket?

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    • Provide all details by using predefined reply

    Correct Answer
    A. Provide all details by using predefined reply
    Explanation
    The customer is contacting us to check the status of their paid order, which was sent 3 days ago via EMS. In this situation, it would be appropriate to provide all the necessary details to the customer by using a predefined reply. This would ensure that the customer receives accurate and comprehensive information regarding the status of their order.

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  • 21. 

    We received email with complaints from the end customer of our authorized dropshipper, what we need to reply?

    • No problem, we will help end customer, even he is not our authorized Chinavasion customer. Please ask detail the issue and process the case.

    • If this is end customer, - please kindly explain, - we are providing all our services only to our authorized customers. Please contact your reseller and ask him to contact Chinavasion directly.

    • We never receive this kind of tickets

    Correct Answer
    A. If this is end customer, - please kindly explain, - we are providing all our services only to our authorized customers. Please contact your reseller and ask him to contact Chinavasion directly.
    Explanation
    The correct answer suggests that if the complaint is from an end customer who is not an authorized customer of Chinavasion, they should be informed that Chinavasion only provides services to authorized customers. The end customer should be advised to contact their reseller and ask them to contact Chinavasion directly. This response ensures that the company maintains its policy of only providing services to authorized customers and directs the complaint to the appropriate channel for resolution.

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  • 22. 

    Customer is using his own language and you cannot understand the meaning even after you tried Google translator.

    • We can provide services in different languages, usually we use Google translator to solve the issue.

    • Please reply to customer by using predefined reply and explain following information: Sorry, we can provide services only in English.

    • If you cannot reply this ticket, please simply close it

    • Put ticket to "Deliveries"

    Correct Answer
    A. Please reply to customer by using predefined reply and explain following information: Sorry, we can provide services only in English.
    Explanation
    The customer is using a language that the company cannot understand even after using Google translator. The company usually provides services in different languages using Google translator, but in this case, they can only provide services in English. The suggested response asks the customer to apologize and explain that the company can only provide services in English. If the agent is unable to reply to the ticket, they are instructed to close it and put it in the "Deliveries" category.

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  • 23. 

    Due to some unexpected issues from customer side, cusotmer is asking to cancel paid order. Order status  in admin is "Handed by forwarder". What should we do with the ticket?

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    • If customer insists to cancel/reroute/help due to some unexpected issues from customer side, but order shipped out , tracking order added - please put it to "Deliveries" and email Coco

    Correct Answer
    A. If customer insists to cancel/reroute/help due to some unexpected issues from customer side, but order shipped out , tracking order added - please put it to "Deliveries" and email Coco
    Explanation
    If the customer insists on canceling, rerouting, or needing help due to unexpected issues from their side, but the order has already been shipped out and a tracking order has been added, the ticket should be put in the "Deliveries" category and an email should be sent to Coco. This is because the order has already been processed and cannot be canceled, but the customer's request should still be addressed and communicated to the relevant person.

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  • 24. 

    Customer insists to make payment for order, status "Moved to cart- Expired" [701], can we accept the payment for this order?

    • Sorry, we cannot accept payment for this order, please place your new orders with Chinavasion

    • Yes, we can accept payment, please provide instruction from predefined reply for PayPal and Bank Transfer

    • Put ticket to "Billing"

    Correct Answer
    A. Yes, we can accept payment, please provide instruction from predefined reply for PayPal and Bank Transfer
    Explanation
    The correct answer is "Yes, we can accept payment, please provide instruction from predefined reply for PayPal and Bank Transfer." This is because the customer insists on making a payment for an order that has the status "Moved to cart- Expired." The response suggests that the payment can be accepted and provides instructions for the customer to follow for making the payment through PayPal and Bank Transfer.

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  • 25. 

    Cusotmer is infroming us he didn't receive his order is USA which has been shipped 30 days before via DHL. Whatwe should do with ticket?

    • Put ticket to "Order delivery details"

    • Put ticket to "Deliveries"

    • Provide a suggestion to check all details with local DHL office

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The correct answer is to put the ticket in the "Deliveries" category. This is because the customer is reporting that they did not receive their order that was shipped via DHL. Placing the ticket in the "Deliveries" category would be the appropriate action to take in order to address and resolve the issue with the missing order.

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  • 26. 

    Customer is asking us to cancel his paid order, order status in Admin is  "Packing your order". Can we cancel order?

    • Sorry, we cannot cancel your order

    • Yes, we can cancel the order

    • Yes, we can cancel the order. The penalty fee is 5% from total order amount.

    Correct Answer
    A. Yes, we can cancel the order
    Explanation
    The given correct answer states that the order can be canceled. This implies that even though the order status is "Packing your order" in the admin system, the customer's request to cancel the order can still be accommodated. There is no mention of any penalty fee associated with canceling the order, indicating that the cancellation can be done without any additional charges.

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  • 27. 

    If order status is expired [700], but customer is still asking us to accept payment for expired order. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Put ticket to "Billing"

    • Please reply to customer, sorry, we cannot accept payment, please place new order.

    Correct Answer
    A. Please reply to customer, sorry, we cannot accept payment, please place new order.
    Explanation
    If the order status is expired but the customer is still asking to accept payment for the expired order, the appropriate action would be to reply to the customer and apologize, stating that payment cannot be accepted and advising them to place a new order. This is the best course of action as the order has already expired, and it would be more efficient and accurate for the customer to create a fresh order rather than trying to process payment for an expired one.

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  • 28. 

    Customer is contacting us, he received the parcel from Chinavasion, hovewer item was changed during transit. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Put it to "Pre-return questions"

    Correct Answer
    A. Put it to "Pre-return questions"
    Explanation
    If the customer received the parcel from Chinavasion but the item was changed during transit, the appropriate action would be to put the ticket in the "Pre-return questions" category. This category is likely to address the issue of the item being changed during transit and provide the necessary assistance to the customer regarding the return process or any other related questions they may have.

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  • 29. 

    Customer is informing us, his paid order which has been shipped via courier currently is in transit, but due to unexpected reasons zip code/Delivery address is incorrec. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Provide a suggestion to check all details with local office

    Correct Answer
    A. Put ticket to "Deliveries"
    Explanation
    The customer has informed us that their paid order, which has already been shipped, is currently in transit. However, they have discovered that the zip code or delivery address is incorrect due to unexpected reasons. In this situation, it would be appropriate to put the ticket in the "Deliveries" category. This suggests that the ticket should be handled by the department or team responsible for managing and coordinating deliveries. They will be able to address the issue with the incorrect address and ensure that the package is delivered to the correct location.

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  • 30. 

    Customer is aking to check details for paid order which has been shipped via UPS 4 days before. What should we do with ticket?

    • Put ticket to "Deliveries"

    • Put ticket to "Order delivery details"

    • Put it to "Pre-return questions"

    • Provide all details by using predefined reply

    Correct Answer
    A. Provide all details by using predefined reply
    Explanation
    The customer is inquiring about the details of a paid order that has already been shipped. In this situation, the best course of action would be to provide all the necessary information by using a predefined reply. This allows for a quick and efficient response, ensuring that the customer receives the information they need in a timely manner.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 10, 2012
    Quiz Created by
    Chinavasionwhole

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