AliExpress Daily Quiz - Day 5

SNAD is an acronym that stands for _

(Multiple Correct Answer)

Which issues that belongs to Quality Issue category?

• Product stop working

• Product flaw

• Product work properly

• Product doesn't work properly

Which is the correct SOP when cx inquiry about:

"I cannot return the item because the label doesn't work! This is scam, I want my refund now!"

• Refund Issue

• Shipping & Delivery

• Complaint & High Risk

• Quality Issue & Return Goods

"I want to return the item, but there's no address for me to return. This is ridiculous! How can I get my money back, if you don't allow me to return the item!?"

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If cx inquiry about this issue and send us this screenshot, what should we do?

• We can run SOP "Shipping & Delivery"

  -

  And inform the cx that the current dispute process is still awaiting for the seller to provide the return address.

  -

  Cx need to wait until the seller provide the address before returning the items.

• We can run SOP "Refund Issue"

  -

  And inform the cx that the current dispute process is still awaiting for the seller to provide the return address.

  -

  Cx need to wait until the seller provide the address before returning the items.

• We can run SOP "Quality Issue/Return Goods"

  -

  And inform the cx that the current dispute process is still awaiting for the seller to provide the return address.

  -

  Cx need to wait until the seller provide the address before returning the items.

• We can run SOP "Quality Issue/Return Goods"

  -

  And inform the cx that the current dispute process is still awaiting for the seller to return the item.

  -

  Cx need to wait until the seller provide the address before returning the items.

"I already returned the item at my cost, but you still not process my refund! This is scam! Just give me my money back!"

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If cx inquiry about this issue and send us this screenshot, what should we do?

• We can run SOP "Refund Issue"

  -

  And inform the buyer that they need to submit the return tracking number and also the logistic name as well to their dispute page as a confirmation for their return.

• We can run SOP "Quality Issue & Return Goods"

  -

  And inform the buyer that they need to submit the return tracking number and also the logistic name as well to their dispute page as a confirmation for their return.

• We can run SOP "Quality Issue & Return Goods"

  -

  And inform the buyer that they need to submit the return address and also the logistic name as well to their dispute page as a confirmation for their return.

• We can run SOP "Quality Issue & Return Goods"

  -

  And inform the buyer that they need to submit the return costs and also the logistic name as well to their dispute page as a confirmation for their return.

"I already request my refund because the item doesn't work properly. I don't know why you still not proceed my refund at this time, please help me!"

-

If cx inquiry about this issue and send us this screenshot, what should we do?

• We can run SOP "Refund Issue"

  -

  And inform cx that they need to return the item using the label provided by Dispute Team on the Dispute Page.

• We can run SOP "Quality Issue & Return Goods"

  -

  And inform cx that they need to return the item using the label provided by Dispute Team on the Dispute Page.

• We can run SOP "Quality Issue & Return Goods"

  -

  And inform cx that they need to return the item using the cheapest cost logistic and buyer need to pay for the return shipping fee by their own.

How do we check who needs to pay the return shipping fee, when it comes to the Escalated Normal Return?

• Quality Issue/Return Goods SOP

• Arbitration

• KBS (Knowledge Based System)

• iDing Talk

When we check on the order > Dispute View, it shows (as picture). Which correct SOP we need to run to handle the case?

• Refund Issue

• Quality Issue/Return Goods

• Shipping & Delivery

• Complaint & High Risk

When we check the order > Dispute View, the current dispute process is shows (as picture). What is the meaning on the latest status?

• It means that the buyer has just submitted the dispute

• It means that the buyer need to appeal the dispute

• It means that the buyer need to provide the return address to the seller

• It means that the buyer need to wait for a little longer, since the dispute still awaiting for the seller to provide the return address

When we check the order > Dispute View, the current dispute process is shows (as picture). What is the meaning on the latest status?

• It means that the buyer has just return the item using USPS Logistic and there is a return tracking number that has been submitted by the buyer beside it

• It means that the buyer need to download the return label and return the item ASAP

• It means that the buyer has just return the item using UPS Logistic and there is a return tracking number that has been submitted by the buyer beside it

• It means that the buyer need to contact the seller and asking for the return shipping fee