Return Process Knowledge Quiz

Create an engaging and educational illustration depicting a customer service representative assisting a customer with a return process, showcasing enthusiasm and helpfulness in a vibrant office setting.

Return Process Knowledge Quiz

Test your understanding of the return process and procedures with our interactive quiz! This quiz is designed to help you familiarize yourself with various return-related scenarios and best practices.

Multiple choice questions
Real-world scenarios
Instant feedback on your answers

16 Questions4 MinutesCreated by HelpingHand247

Customer called wants to return the item, it is already outside 30 days, rep informed customer cannot return due to outside the return timeframe, customer is escalating and insisting wanting to return the item, what should the rep do next?

Deny still return

Call MFR to check if they can accept returns outside 30 days

Call supline since customer is escalating

Process return and advise cx not a guarantee

CX returned item and called us the same day to follow-up on refund, when will refund be processed?

Same day item was returned

Within 48 business hours after item was returned

3-5 business days after item has been returned

Within 24 hours

CX got email that refund has been processed, called the same day telling us amount is still not showing up in his bank, how will we assist the customer?

Advised to wait 24 to 48 business hours processing time

Inform to allow 3-5 business days bank processing time

Send notes to billing to follow-up for refund

Return was already requested by customer for refund, customer calls back after, wanting to have an exchange instead, what do we do?

Send notes to returns to update the outcome

Use UPDATE RMA button

Send notes to purchasing to process exchange for the part that cx wants

What do we MAINLY asks for customers that report fitment issues or items not working

Pictures / Videos showing the issue

Work order from mechanic describing the issue

Customer returned item but did not use the return docs we provided, customer used his own return labels, how will we proceed?

Inform customer it is his fault and nothing we can do

Ask the customer the return tracking number he used and inform returns

Inform customer to call UPS and ask if they can use the correct return label that CARiD provided

When do we NOT submit a call pull request (sales rep assisted / lead order)

Sales rep assisted, customer finalized the order, FREIGHT item received damaged, cx says rep did not inform about freight disclaimer

Sales rep assisted, customer finalized order, cx says requested specific color but what was ordered and delivered is a different color

Sales rep assisted, customer finalized order, item received is not comaptible due to wrong sub model, cx says sales rep did not ask for his sub model.

We can provide sale discounts to the following, EXCEPT..

CCI to check on OS, upon checking in the PO, there is a note that says item cancelled by MFR due to no stock and we were provided credit, what to do next:

Submit cancellation request so CX will be refunded

Send notes to Cancellations to refund CX

Submit refund request so CX will be refunded

Item's onyx cost is below $100, CCI to report item received damaged, but threw away box since the box is damaged, MFR requires no photo for damage claims, can we still proceed with DC?

Yes

CCI on 07/01, reported did not receive item, upon checking UPS tracking number on file, shows delivered on 6/25, can we still file LPC?

Yes

Return Process Knowledge Quiz

Return Process Knowledge Quiz

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