CAP Quiz 3

An order was shipped to a freight forwarder address. Upon checking the tracking, it does not have a delivery scan and is showing as lost in transit. It's already past GDD/EDD and TRACES. Do we:

• A. Process concession

• B. Deny Concession

• C. Issue last word

• D. None of the above

A package is reported not received by customer which has been marked as delivered on September 5, 2022. For the question "Date you noticed that your package hadn’t arrived.", which of the following dates can we consider as valid?

• A. 05/09/2022

• B. September 4, 2022

• C. 9/4/2022

• D. None of the above

Customer reports they are expecting 5 packages to be delivered but they only received 2 packages. 1 of the remaining packages is still "Out for Delivery" and has TRACES until September 20, 2022, while the rest received delivery scan on September 10, 2022. RSPR recommends "Incident Report". How many Incident Reports does the customer need to fill out?

• A. 5

• B. 3

• C. 2

• D. 1

Total order amounted to $159.99, with two items shipped out and delivered together in one package. Customer reports one item is missing which amounts to $99.99. The package weight matched with the total items weight, and account did not pass the valid concession request check. RSPR Recommends "Police Report and Risk of Loss". What action should we take?

• A. Process concession

• B. Deny concession

• C. Ask for Police Report

• D. Issue last word

Customer calls back to make a follow up a refund for the items they have not received even though the package shows as delivered on July 15, 2022. Based on annotations, we requested customer for a Police Report on August 10, 2022. Today, September 15, 2022, we have verified concession request is not valid and RSPR still recommends "Police Report and Risk of Loss". According to customer, they were able to file the Police Report yesterday, September 14, 2022. What action should we take?

• A. Contact Police Department to validate Police Report

• B. Process concession

• C. Deny concession

• D. Consult lead

Customer contacts back after the 3-day investigation is over for his lost package and the RSPR didn’t recommend another policy.

• A. Grant a Concession

• B. Ask to wait for another 3 days

• C. Ask to submit an incident report

• D. Deny Concession

For first contact: When the customer has been provided the information three times and warned within the same current contact, but is still persistent, you may warn and disconnect the contact based on your judgment.

• A. Correct, we can use our judgment to apply Last word.

• B. Incorrect, we have to use the Contact Lead feature to contact CASE for Last word approval for first contacts

• C. Correct, we can issue lastword and disconnect for first contact provided there is TM approval

• D. Incorrect, we have to proactively transfer the customer to CASE

If the customer already responded to the ARI email to appeal the decision for returning an incorrect return, what CAP CSAs can do?

• A. CAP can ask proof of MDR

• B. Request them to continue to contact ARI

• C. Appeal the ARI decision on behalf of the customer

• D. Follow the Last word Policy

Customer returned an item and RSPR recommends: Ask Customer to Contact Us Back (MDR). When does the 3-day investigation start?

• A. The 3-day SLA starts when the Fulfillment Center (FC) annotates on the order

• B. The 3-day SLA starts when we click the RSPR

• B. The 3-day SLA starts when customer receives an email from ARI

• D. None of the above

If the customer requests an Item Missing concession on two items from their order, use ____ to determine when to request an Incident Report or Police Report from the customer.

• A. The subtotal after taxes

• B. The total value of the two items

• C. The total value of the two items after taxes

• D. None of the above