CS Final Assessment (Trial)

1. Which cancellation reason has a refund?

2. Customer ordered a sandwich and he applied a special instruction mentioning "No egg, allergies" Upon receiving the order, the customer still received egg in the sandwhich. Agent A has partially refunded the customer but now customer is facing food poisoning. He reached out again to help centre and what should Agent B do?

3. What is always coming but never arrives before the ETA? Logic: ETA is only visible in hurrier only if the rider accepts the order

4. Write down correct order flow for vendor delivery?

5. Which status disappears in order flow after an order gets cancelled?

6. In which scenario do we need to check on the proof of delivery (POD).

7. Upon check when the POD is valid. What is agents next step?

8. HJ Statement: Important: Address change is only allowed one per order! Scenario: Customer came in chat to change the address. The first address was successfully changed and now the customer is giving another different address for different order. Can the agent proceed?

9. What order cancellation are allowed for COD orders.

10. The last meal I had is from fp and now an order that cost me MYR 20 ended up costing me MYR 200. I had food poisoning. I need foodpanda to pay me back the cost and the vendor to apologize to me. (Two Answers)

11. Johnny is allergic to milk however he is unsure if it contains in his ramen soups. The customer has provided the required information. How shall the agent proceed first?

12. I have requested my friend to download fp in her phone but I did not receive any voucher. How agent may rectify this issue?

13. The customer placed an order based on the Pandabox voucher. Now the order was canceled for the reason of no rider. The customer was refunded however now customers reach out to us asking for a replacement voucher that is based on the Pandabox discount given. As the discounted amount is high how shall the agent proceed?

14. The customer cancelled the order an hour ago. He reaches out to the help centre claiming he is still unable to use the voucher that was used in the cancelled order. Based on HeroCare, the voucher has been reverted back to the customer account. The customer insisted that the voucher still has not been reverted back. What should be the agent's next step?

15. Based on customer-first contact the agent has promised the customer of a voucher value of MYR 32. Due to a technical issue customer got disconnected from the chat before agreeing to the voucher. Upon the second contact, the customer should be getting a lesser amount refund and this could have happened as the first agent may miscalculate the value. The second agent rightfully probed the voucher agreement with the correct amount and the customer refused as the originally offered voucher value was higher.

16. I keep getting multiple emails regarding the foodpanda promotions and it's spamming my personal email.

17. The customer sends a copy of the lodge report stating that foodpanda has been using their card without authorization. Based on these cases what should the agent do?

18. Is Pandapro visibility available in HeroCare?

19. Customer cart: 2 item Customer 1st contact - Missing item Customer 2nd contact - Wrong item As for the second agent, what proper actions should be?

20. Customer: I did include the delivery instructions to not ring the doorbell but the rider did. So normal la right I scolded him and now he raised his hands towards me. I am going to make a police report and this is ridiculous. What kind of service do you provide? Agent: How can the agent tackle these cases Answer: 1) CCR 2) Handling process

21. Customer: Halo I paid RM15 for your fried rice and not even one person cant eat. Better refund me. Agent do figure out what CCR is this falls under.

22. What is the right way to handle rider issues?

23. Description: My order was delayed for more than 29 minutes. Your service is bad! What is the correct CCR and is customer eligible for refund?

24. NOT ALLOWED! You are not allowed to perform backend cancellation using the Backend. You are only allowed to use the HeroCare cancellation widget. Question: Now for which scenario, you may cancel the order in BE?

25. Customer: Hi there, in my voucher wallet it shows that I have a dominos voucher, but I am unable to apply this voucher while ordering at dominos. Agent: Hi there, it shows here that your voucher is for Dominos(Sunway Branch), may I confirm with you if you are ordering from which Domino's branch? Customer: I am trying to order from Dominos Cheras. What should agents do upon understanding this situation?

26. Customer: Hey! I bought xxx carten of drinks from these shops, it showed here that there is a buy 1 get 10 free promotion based on the image. But after being delivered I only received one. I hope to get fairly refund because I wouldn't have bought it if it's only one. What is the action required to solve this issue?

27. Customer claimed to receive multiple wrong item and also has sent image of the some affected products. Agent has processed refund and received a markdown. What went wrong here?

28. Customer: You better give me what I deserve or else see what I do can do to you. Agent: Im sorry I wont be able to process the refund. Customer: Ill make you famous. You want to see? Based on the conversation, does this case needs escalation?

29. The case was escalated to the non-live team for a redelivery query. The agent's next step should be? (Two Answers)

30. What is the CCR for the example below based on the methodology of selecting CCR? Customer: Hi, I would like to request for a full refund as 2 of my food is missing and some are wrong and some is fine.

31. The basket in BE has been updated twice for two different items but customer claims that he/she only reached out once for a missing item case. Who else have the authority to amend the item in the BE?

32. For OMAD cases, the agent called the rider using caller tune system however the call did not go through. Why did this happened?

33. Scenario: [After 24 hours] Customer: Hey! Your rider is a fraudster! My order is only worth RM28, I had given your rider an MYR 50 note but he did not return to give me back my rm22 change as promised! Upon check, the customer has placed an order with the online payment method. What should the agent do?

34. Customer: I had received the wrong order, this is totally not what I ordered! Refund me now! Agent: Hi there, can I kindly request a photo of your receipt and also the items that were wrongly delivered? Customer: Here is a photo of the items but there is no receipt provided to me hence I can't send you any! If the customer is informed that there was no receipt attached to the order, how should the agent remark in BE’s internal notes?

35. The customer is requesting to change their delivery time, PDT is at 2.50 pm and the status of the order is at 614. Which of the below time shown can the customer’s request be accepted?

36. What are the actions that can be done by using Hurrier?

37. In scenario, customer is asking for follow up on their case that should come from the same agent, is it possible?

38. Which Internal Comment Box can be found in Backend?

39. Customer: Hey , the rider is so rude. How can the rider be so sarcastic to me in chat? I only asked on the ETA. Upon checking, this order has been picked up by the rider. In this situation, is agent allowed to cancel the order?

40. Restaurant: KFC CCR: Change order details: Food Items Customers has came in to the chat requesting for order with chilli. What is the correct CCR?

41. What cancellation reason is correct for orders complain after status 621?

42. A customer came in wanting to cancel the order with the wrong issue type. However, in the system, cancellation was not allowed. The customer is genuine and the issue is valid.

43. Customer: Hey, I would not be able to collect the food from the restaurant, I would like to cancel this order. I have an issue and I can't change the outlet. Upon checking, this order has not been accepted by the vendor. In this situation, which declines reason shall be selected in order to initiate a refund to the customer?

44. If customer did add cooking instruction and the vendor did not follow the request. Respective agents has compensated the customer but then he/she is not satisfied. Now customer claimed that the food is allegic to them. What should the agent do?

45. Customer: Hey, it shows on my app that the order has been delivered, but I see nothing outside my door, and your rider did not even call or ring my door bell. Kindly refund me if you are not going to give me my order. Agent tried calling rider 2x but is unreachable, It has passed 20 minutes from the promised delivery time and customer is requesting for a refund. Upon fraud checking, the customer is a a genuine customer . What are the steps you take to proceed with the refund for this customer?

46. Can we use Toku for emergency personal use?

47. Why should the agent select the correct LCR for account deletion cases? (Three Answers)

48. Rina placed a pick up order and claimed that there is a missing item. Agents should deny any refund or compensation as by logic customer should check if all item given is as ordered.

49. The rider did not deliver the item to the customer's doorstep as requested. The customer is really unhappy with the service and gave negative feedback of the courier. Based on fp SOP escalations are not needed. What are the agent's correct steps?

50. Customer complains that the rider has broke customers vase and frustratedly came into live chat giving negative feedback. Agent: I may proceed with cancellation for the inconvinience caused. Customer: Are you paying for the rider who misbehaved? What went wrong here?