Drizly Knowledge Check

What's the consumer phone number

• 508-466-7954

• 747-234-1033

• 774-234-1033

• 508-464-7954

How do I link two related tickets? What ticket should i enter the related ticket #?

• Child Ticket

• Parent Ticket

• Both

• No action needed

What macro to use if the store requested cancellation since the customer doesn't have valid ID

• Order Voided - Invalid ID

• Store Cancellation - Customer Error

• Cancellation UX Issue- Invalid ID

• None of the above

Based on brain tree link, what happened on this card error? 2006

• Expired Card

• Invalid Expiration Date

• Cardholder's Activity Limit Exceeded

• Insufficient Funds

True or False. For Expired Items, f you are unable to reach the store or the store is replacing with expired item with same type item - select EOD Voids checkbox, leave an internal note, and escalate ticket to CX Reps as On-Hold.

• True

• False

For Did not receive the order but marked complete its first email sent by the cx, if we cannot contact the driver our next step action is

• Leave an internal note detailing the situation and escalate the ticket to CX Reps.

• Send null macro

• send the Unfulfilled Order::Marked Complete by Store - Confirmed Delivered by Driver (SMART) macro

• Send the consumer the Unfulfilled Order::Marked Complete by Store (Not Auto Completed)

Store Comments Workflow -Store wants to charge consumer an additional amount (outside of a substitution). The next step is

• Escalate to Senior CX

• Follow cancel workflow

• Follow Substitution workflow

• Escalate to CX Reps

Customer emailed us asking to deliver the items to a quarantine facility. Store verified that they cannot deliver on the said address. What should be the next step

• Escalate to CX Rep

• Send confirm store cancellation (SMART)

• Void order and Send Undeliverable Address macro

• Send Change Address macro

"Driver was rude and argues with me". What macro should we use

• Rude- Bad Service/Didn't Follow Instructions

• Null Macro

• Rude-Argued with Consumer

• Either macro as appropriate

Please provide your name and when you encounter change. What's your initial Reaction