Quiz 1

What would be our first step when a customer reached out, requesting to add more items to the order?

• Ask WHY?

• Educate the customer that orders can no longer be modified once submitted.

• Educate the customer how to process a return and exchange.

• Educate the customer that they can avail free shipping for orders over $40

Answer explanation

We do not have the ability to modify or change any order once it has been submitted. This is the reason why we do have a 4-step confirmation process before placing the order.

What is our proposed resolution if the customer complains of an allergic reaction to our products?

• Ask for the shipping address and refund the order.

• Ask for the customer's order number and issue a store credit.

• Ask for the tracking number and process a replacement.

• Ask for an image of the affected area and offer a replacement value for a different item.

When do we offer a free shipping code to the customer?

• If the customer would like to remove an item from an order she recently placed.

• If the customer would like to apply a discount code she just received after placing an order.

• If the customer wants to add more items to the order she just placed.

• If the customer entered an incorrect shipping address.

Answer explanation

Since the order has already been placed, we do not have the ability to add more items to it. We can offer the customer a free shipping code to place a new order.

The customer wants to change the billing address on the order she just placed. What will be our resolution?

• Educate the customer that the billing address cannot be changed for security reasons.

• Educate the customer that the order has been placed.

• Educate the customer that the order has been fulfilled.

• Educate the customer that the billing address is incorrect.

Answer explanation

Educate the customer that the billing address cannot be changed after the order has been placed, however, we normally don't have any problems processing orders with wrong billing addresses! They can modify the billing info on their account page.

In processing replacements, when do we consider an item out of stock?

• Below 50

• 50 and below

• Below 25

• 25 and below

Answer explanation

Replacement items are considered out of stock if the availability is 50 or less.

An app we use to check subscription accounts.

A Google sheet that contains PURA VIDA PROCESSES.

An app that allows us to check customers' shore dollars and redeemed coupon codes.

The procedure for requesting that an order be allowed to be returned or exchanged.