1.
We shipped order via Airmail, customer cannot trace the order in system, what should we reply to cusotmer?
Correct Answer
A. Provide reply by using 1st predefined for HK Airmail
2.
Customer is infroming us, - he didn't receive order after 37 days, what should we do with ticket ?
Correct Answer
B. 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.
3.
Customer from Brazil is asking us, he didn't receive order after 60days, what should we do with ticket ?
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.
4.
Customer is asking to cancel unpaid order, what should we do with ticket ?
Correct Answer
A. Check order status in admin, please reply customer by using predefined reply to educate him how to cancel orders
Explanation
The correct answer is to check the order status in the admin and reply to the customer using a predefined reply to educate them on how to cancel orders. This suggests that the company has a specific process in place for canceling unpaid orders and wants to inform the customer about it. By checking the order status, the company can assess whether the order can be canceled and provide the necessary instructions to the customer.
5.
We received email with complaints from the end customer of our authorized dropshipper, what we need to reply?
Correct Answer
B. 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.
6.
Customer is using his own language and you cannot understand the meaning even after you tried Google translator.
Correct Answer
B. 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.
7.
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?
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.
8.
Customer is infoming us, there is a issue with customs. What should we do with ticket?
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.
9.
Customer infomring us, he received broken DOA item. What should we do with ticket?
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.
10.
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?
Correct Answer
C. 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.
11.
If order status is expired [700], but customer is still asking us to accept payment for expired order. What should we do with ticket?
Correct Answer
C. 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.
12.
VIP customer is asking to cancle unpaid order. What should we do with ticket?
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.
13.
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?
Correct Answer
B. 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.
14.
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?
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.
15.
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?
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.
16.
We received positive feedback from customer. What should we do with ticket?
Correct Answer
B. 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.
17.
Customer contaced us due to some reasons, his parcel was shipped back to China by DHL. What should we do with 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.
18.
We received negative feedback from VIP customer. Our actions?
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.
19.
Customer is informing us, he received wrong item, What should we do with ticket?
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.
20.
Customer is aking to check details for paid order which has been shipped via UPS 4 days before. What should we do with ticket?
Correct Answer
D. 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.
21.
Customer insists to make payment for order, status "Moved to cart- Expired" [701], can we accept the payment for this order?
Correct Answer
B. 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.
22.
VIP customer is infroming us, he didn't receive paid order which we shipped 7 days before. What should we do with ticket?
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.
23.
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?
Correct Answer
B. 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.
24.
Customer is asking us to provide invoice due to customs issues. What should we do with ticket?
Correct Answer
B. 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.
25.
Customer is contacting us, he received the parcel from Chinavasion, hovewer item was changed during transit. What should we do with ticket?
Correct Answer
C. 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.
26.
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?
Correct Answer
C. 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.
27.
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?
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.
28.
Customer is asking us to cancel his paid order, order status in Admin is "Packing your order". Can we cancel order?
Correct Answer
B. 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.
29.
Customer is asking us to cancel his paid order, order status in Admin is "Warehouse queue". Can we cancel order?
Correct Answer
B. 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.
30.
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?
Correct Answer
C. 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.