WISMO Mini Assessment

Where is the call tag form located ?

• Blue Martini

• The Core

• OMS

• CSMART

When issuing a call tag, you can request a specific time for Fedex to pickup the merchandise?

• True

• False

Do we consider orders under Hold-Risk status as fraud orders?

• Yes

• No

These are cancellation codes wherein the associate can apologize and offer to process a new order for the customer, except:

• (RC) RM

• (E) System

• (H2) RM

• (CC) RM

If the status of an order is showing Backorder (K), this means that the item is not yet in stock. Order can be placed, but the customer will already be charged even before the item becomes available.

• True

• False

The following scenarios are considered MNR, except:

• The merchandise received is incorrect.

• The merchandise was lost during delivery.

• The merchandise was delivered, but stolen from the customer’s doorstep (very rare).

• The merchandise was shipped to the wrong address.

How many days will you advise the customer if they want to know how long it will take for the MNR investigation?

• 3-5 business days

• 7-14 days

• 10-14 business days

• 3-8 business days

If the item is missing from a set, the following are the correct steps, except:

• Email DC and copy the customer, so they would be able to follow the progress of their claim.

• Replace another order and waive the shipping fee.

• Flag the order in OMS.

• Issue a call tag to return the incomplete item.

Soft Decline due to wrong billing address, expiration code, generic security code or not enough funds to buy the item/s. What status is this?

• (H2) Hard Decline

• New (S)

• Hold-Risk

• Not Submitted (N) - Shell Order

Customer called in saying that Security Department left a voicemail and accidentally deleted the number. What should you do?

• Provide the Security Department number

• Transfer the call to the Security Department

• Submit a Hold-Risk Form

• Email the Security Department