Returns Policy
Returns Policy Quiz
Test your knowledge on our returns policy with this interactive quiz! Whether you're a customer service representative or just curious about how returns work, this quiz will challenge your understanding.
Key Highlights:
- 11 engaging questions
- Multiple choice and checkbox formats
- Learn important company policies
What reason is there, if any, to accept the return of a device?
Any reason
Service limitation within 28 days
Service limitation within 14 days
No reason
What rules apply to a 28-day exchange?
Customer must present their ID
Complete instore testing to replicate the fault before issuing an exchange
Customer must return box and all accessories provided
Devices must be exchanged "like for like"
Which of these is not a step in the returns process?
Review transaction in MTPOS
Process return to warehouse through MTPOS
Schedule returns collection
Return/exchange through MTPOS
Where in CRM can you process the 14-day MBG
Actions>ordering>change
Actions>ordering cease
Actions>ordering>cease offer
Search>order pool
What reason code, in CRM, should be used when returning a faulty product?
Change MSISDN
Change IMEI
28 day exchange policy
When should the "Return-Excellence Guarantee" code be used in MTPOS?
Returns where equipment is not defective but a return is authorised
Item eligible for return due to poor service?
14 day MBG
Wrong colour/model used in sale
When should the "Returns Exception" code be used in MTPOS?
Item eligible for return due to poor service?
Used for non-stockable items
Where the wrong priceplan or mobile number is used to complete the sale.
Used for return where equipment is not defective but has been authorised for a return
Which of these do you need for the Arvato returns process?
CRM Order ID
IMEI
Original Order ID
Original Receipt
What documents should accompany the device when sent out?
Original MTPOS receipt
Return/Exchange Receipt (signed)
Arvato Returns Doc (Incl. CRM order number)
Nightline Collection Doc
What step comes between "processing" and "complete" when returning items to the warehouse?
Pending approval
Under review
Approved
What is not a step when trouble shooting a device?
Test Sim
Restart
Delete memory
Factory reset
Check for physical damage
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