Return Process Knowledge Quiz
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
The department that handles call tag
Returns
Purchasing
Shipping
The department that handles reroutes
Returns
Shipping
Purchasing
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..
Military Personnel
First Responder
Police / Law Enforcement
Veterans
Customers who have at least $1000 purchase with us
Firefighters
RMA under CX error, Tax will not be refunded
True, will not be refunded
False, will be refunded
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
No
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
No
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