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- 1. Multiple Choice
Assistance can be sought from this department if the courier has become unresponsive beyond the expected SLA?
Elite
Transport
PSC Local
LazMall
- 2. Multiple Choice
This team takes care of the CS escalation which involves communication to local sellers.
PSC
SWAT PH
Elite
Transport
- 3. Multiple Choice
They are another level of escalation next to Elite.
SWAT PH
PSC
Transport
SWAT SG
- 4. Multiple Choice
When do we escalate to 3PLs? Please select all that apply.
Asking for Proof of Delivery
Requesting to tag appropriate delivery status on their website
Asking for Proof of Refund
Asking for GPS
- 5. Multiple Choice
What is the return policy of LazMall items?
15 days
7 days
10 days
20 days
- 6. Multiple Choice
If you see this status in SpeedPost's website, it means that there is no available POD.
Delivered by Postman
Delivered by SpeedPost
Delivered by Phonesman
- 7. Multiple Choice
Mark contacted on July 20 and reported that he did not receive his LazMall item. Upon checking the details, the status in C360 is Delivered, and it was delivered on July 18 and the courier is Ninja Van. When you had the customer check the POD on Ninja Van’s website, Mark denied the POD and he said that he did not recognize the signature at all and no one received it on his behalf. What should be our next step?
Transfer the child case to Elite to verify GPS from 3PL.
Create a child case and send email to Ninja Van to ask GPS.
Transfer the parent case to SWAT_PH to investigate if customer has similar contact history/signature.
- 8. Multiple Choice
Alynna advised that she did not receive her Local Marketplace item. Upon checking, the status in C360 is Delivered and the courier was SingPost. What should we advise the customer?
Educate the customer that they will be refunded right away.
Advise the customer to raise Online Return Form and choose “Item not Received” as the reason.
Advise the customer that they will have to contact the seller to ask on the item that they have not received.
- 9. Multiple Choice
Marj wants to change the delivery address of her order since she just recently moved out from her parents’ house but she forgot to edit the shipping address in her Lazada account.
ON: 1234567890
Item Status: Handled by Seller
Item Type: Local Marketplace
Educate Marj that we will be coordinating with our support group regarding her request.
Advise the customer to try contacting the courier to have the address be updated in their end.
Inform Marj that we can cancel the order and she may place a new order with the correct delivery address.
- 10. Multiple Choice
Which couriers has self-help POD on their websites?
Ninja Van
J&T
SpeedPost
SingPost
- 11. Multiple Choice
When do we use OMR? Select all four reasons that apply.
To update an order status to “Delivered”.
To update an order status to "failed" - returned to sender.
To update an order status to "failed" - breached delivery.
To process refund of an order tagged as “Item Not Received”.
To initiate a return request
- 12. Multiple Choice
Who fills out the OMR?
TL/SME/SWAT_PH
CS Agent
Customer
- 13. Multiple Choice
Customer has unrecognized credit card and finds it difficult to make a payment with the card used. What is the correct contact reason for this inquiry?
Invalid Order-Payment Captured
Technical issue in Bank
Technical Issue in Store
Duplicate Charges
- 14. Multiple Choice
Customer did not proceed with the cart but the order was created and payment was made. What is the correct contact reason for this inquiry?
Invalid Order - Payment Captured
Technical Issue in Bank
Technical Issue in Store
Duplicate Charges
- 15. Multiple Choice
If customer encounters error message 'Risk Scanning", to which department should we escalate this concern?
3PL
Alipay
Warehouse
SWAT_PH
- 16. Multiple Choice
What should the amount of the item not received by the customer be if we need not to ask the POD anymore?
$20 and below
$30 and below
$50 and below
$40 and below
- 17. Multiple Choice
OMR stands for
Order Management Request
Online Management Request
Order Management Return
Online Management Return
- 18. Multiple Choice
This is considered as the E-wallet of Lazada.
Lazada MixedCard
Lazada Wallet
Lazada Gift Card
Lazada MixedCard Wallet
- 19. Multiple Choice
What is the refund approval matrix for BPO Ops?
$0-$30
$0-$40
$0-$50
$0-$20
- 20. Multiple Choice
If customer tops up his Lazada Wallet, the balance will be found under ______ section.
Deposited
Refunds
Rebates
Mixedcard
- Answer choicesTagsAnswer choicesTags