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Day 6

What is the first step that agent takes when a user contacts us due to unreceived item?

Agent checks the tracking number

Agent checks who is the seller

Agent checks user's rating

Agent cancels the transaction

What action does the agent take if buyer contacts us before 3 days since the item has been marked as shipped?

Agent sends a macro - Too early::Come Back later

Agent cancels the transaction

Agent contacts the seller

Agent gives a credit to the buyer

When is the item considered as lost?

After 5 days since it's been shipped and didn't reach the buyer

After 7 days since it's been shipped

10 days after item has been shipped

15 days after the item has been shipped

What does an agent do when the tracking number is invalid?

Calls up the Post Office

Asks the buyer to contact their seller

Contacts the seller via Admin Tool asking for a proof of a tracking number

Agent cancels the transaction

When should an agent give credits to the seller if the item has been lost?

Only if the seller provided valid tracking number, has good ratings etc.

Once 10 days have passed

Everytime, even if there is no valid tracking number

After 3 days since the item has been shipped

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