Chat/Email: Halloween Final 2015

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Quizzes Created: 50 | Total Attempts: 22,364
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  • 1/41 Questions

    In which states do we collect sales tax? (Choose all that apply)

    • New York, Illinois, California, and Florida
    • Illinois, Wisconsin, California, and Tennessee
    • Texas, Wisconsin, New York, and Illinois
    • Wisconsin, New York, Washington, California, Kentucky and Tennessee
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About This Quiz

The 'Chat\/Email: Halloween Final 2015' quiz tests knowledge on order processing, including carrier options, tax collection states, tracking identifiers, and refund policies. Essential for customer service and operations staff, it enhances understanding of logistical and financial aspects of order management.

Chat/Email: Halloween Final 2015 - Quiz

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  • 2. 

    If there is a ____ in the middle of the tracking number then the package will be delivered by USPS (SurePost).

    Explanation
    If there is a "YW" or "yw" in the middle of the tracking number, it indicates that the package will be delivered by USPS (SurePost).

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  • 3. 

    You can give a refund/credit of up to ____% of the value of an order without supervisor permission if you find it necessary to satisfy your customer.

    Explanation
    You can give a refund/credit of up to 50% of the value of an order without supervisor permission if you find it necessary to satisfy your customer.

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  • 4. 

    What is the fee for a domestic flex label? (use this format to enter your answer $0.00)

    Explanation
    The fee for a domestic flex label is $6.99.

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  • 5. 

    "RAN" stands for Return Authorization Number and it should be given to the customer when you initiate a return.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement is true because "RAN" stands for Return Authorization Number, which is a unique identifier given to customers when they initiate a return. This number helps in tracking and managing the return process effectively. Providing a RAN to the customer ensures that their return is properly authorized and can be processed smoothly.

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  • 6. 

    You must enter a case note every time a customer calls regarding an order, even if it is just to check the size of the costume they ordered.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Entering a case note every time a customer calls regarding an order is necessary because it helps in keeping a record of customer interactions and their specific requests or concerns. This ensures that all relevant information is documented and easily accessible for future reference. Even if the purpose of the call is simply to check the size of the costume, it is important to create a case note to track the customer's inquiry and provide a comprehensive overview of their order history.

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  • 7. 

    The best way to search for an order in OPUS is by email address.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that the best way to search for an order in OPUS is by email address. However, this is not true. The best way to search for an order in OPUS may vary depending on the specific system and its capabilities. It could involve searching by order number, customer name, or other identifying information. Therefore, the correct answer is False.

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  • 8. 

    Any order issued ofter cut-off time on Friday, on Saturday or Sunday is considered Monday business and will actually ship on Monday.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Any order issued after the cut-off time on Friday or over the weekend will be considered as a Monday business. This means that these orders will not be processed or shipped until Monday. Therefore, the statement is true.

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  • 9. 

    International customers are given a range of dates for their delivery because we don’t know how long it will take for the package to go through Customs.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    International customers are given a range of dates for their delivery because the duration for the package to go through Customs is uncertain. Customs processes can vary significantly depending on the country, and factors such as inspections, paperwork, and clearance procedures can cause delays. Therefore, providing a range of dates allows for flexibility and manages customer expectations regarding the delivery timeframe.

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  • 10. 

    For orders that contain Pre-Sale items we do not bill the customer’s credit or debit card until the order ships.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When customers place an order that includes Pre-Sale items, their credit or debit card is not charged immediately. The billing process is postponed until the order is ready to be shipped. This allows the customer to secure their order and ensures that they are not charged until the items are available and ready to be sent out.

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  • 11. 

    Saturday delivery is available anywhere in the USA.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Saturday delivery is not available everywhere in the USA. There may be certain areas or regions where Saturday delivery is not offered. Therefore, the statement that Saturday delivery is available anywhere in the USA is false.

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  • 12. 

    How many coupons/discount codes can the customer use on their order?

    • As many as they have

    • 1

    • Only 2

    • 3

    Correct Answer
    A. 1
    Explanation
    The customer can use only one coupon or discount code on their order. They are not allowed to use multiple coupons or discount codes simultaneously.

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  • 13. 

    Shipping costs are based on the cost and weight of the products as well as the shipping level selected.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that shipping costs are indeed determined by the cost and weight of the products being shipped, as well as the shipping level selected. This means that heavier or more expensive products will generally incur higher shipping costs, and choosing a faster or more premium shipping option will also result in higher costs. Therefore, it is true that shipping costs are based on these factors.

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  • 14. 

    Replacement orders can be issued for International orders.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Replacement orders cannot be issued for international orders. This means that if there is a problem with an international order, such as a damaged or incorrect item, the customer will not be able to receive a replacement order. They may have to seek alternative solutions, such as returning the item for a refund or contacting customer service for assistance.

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  • 15. 

    Hawaii, Alaska, Puerto Rico and the Virgin Islands orders may require extra days for shipping and incur additional shipping surcharges.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement suggests that orders from Hawaii, Alaska, Puerto Rico, and the Virgin Islands may take longer to be shipped and may also have additional shipping charges. Therefore, the statement is true.

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  • 16. 

    Applicable taxes need to be included on credit requests.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    It is important to include applicable taxes on credit requests because taxes are a legal obligation and should be accounted for in financial transactions. Failing to include taxes on credit requests can result in inaccurate financial records and potential legal issues. Therefore, it is necessary to include applicable taxes on credit requests to ensure compliance with tax regulations and maintain accurate financial reporting.

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  • 17. 

    Customer reviews of products aren't useful to you. They are only helpful for customers.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Customer reviews of products can be useful for both customers and businesses. While they provide valuable information for customers to make informed purchasing decisions, they also offer insights to businesses about the quality of their products and areas for improvement. By analyzing customer reviews, businesses can identify trends, address concerns, and enhance their products to better meet customer needs. Therefore, customer reviews are not solely beneficial for customers but also serve as a valuable tool for businesses.

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  • 18. 

    If a customer says they have not received the Flex label they were promised, you should check the case notes, verify their email address, and send another Flex label.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The correct answer is true because if a customer claims that they have not received the Flex label they were promised, it is important to first check the case notes to confirm if the promise was made. Then, verifying their email address ensures that the label was sent to the correct recipient. If all these steps are completed and it is confirmed that the customer did not receive the label, it is appropriate to send another Flex label to fulfill the promise made to the customer.

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  • 19. 

    When determining if an order is eligible for a coupon offer you should be looking at the order's:

    • Subtotal + Shipping

    • Grand Total

    • Subtotal

    • Subtotal + Taxes + Surcharges

    Correct Answer
    A. Subtotal
    Explanation
    When determining if an order is eligible for a coupon offer, you should be looking at the order's subtotal. The subtotal refers to the total cost of all the items in the order before any additional charges like shipping, taxes, or surcharges are added. Therefore, only considering the subtotal ensures that the coupon offer is applied to the actual cost of the items purchased by the customer.

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  • 20. 

    We can ship orders to military bases in the U.S. and abroad.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement suggests that the company has the capability to deliver orders to military bases both within the United States and internationally. This implies that they have the necessary logistics and infrastructure to handle the shipping requirements involved in delivering to military bases, regardless of their location. Therefore, the answer is true.

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  • 21. 

    All of our products can be shipped internationally.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement claims that all of the company's products can be shipped internationally. However, the correct answer is False because it implies that there are no restrictions or limitations on shipping their products internationally, which is unlikely to be true for all products. It is common for certain products, such as hazardous materials or perishable items, to have restrictions on international shipping. Therefore, the statement is not entirely accurate, and the correct answer is False.

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  • 22. 

    Which orders do we guarantee the delivery dates for?

    • All orders

    • Domestic orders

    • International orders

    • Only orders with Express or Premium shipping service

    Correct Answer
    A. Domestic orders
    Explanation
    The correct answer is "Domestic orders". This means that we only guarantee the delivery dates for orders that are being shipped within the same country. Delivery dates for international orders or orders with Express or Premium shipping service may not be guaranteed.

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  • 23. 

    Customers should write the RAN number on the outside of the box they are returning their item(s) in.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers should write the RAN number on the outside of the box they are returning their item(s) in. This is important because it helps the company easily identify and process the return. By writing the RAN number on the outside of the box, it eliminates the need for the company to open the box to find the RAN number, saving time and effort. Additionally, it ensures that the RAN number is clearly visible and not easily overlooked or misplaced.

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  • 24. 

    International customers are not eligible for Replacement Orders.  All we can do is credit them for missing/damaged items.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because it clearly states that international customers are not eligible for replacement orders. Instead, they will be credited for any missing or damaged items. This implies that international customers will not receive replacement orders and will only receive a credit for their inconvenience.

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  • 25. 

    What are 2 possible resolutions if a customer is missing an item or item(s)?

    • Call the Warehouse

    • Replacement Order

    • Check with our Carrier department

    • Credit Request

    • Check with the Delivery Resolution Team

    Correct Answer(s)
    A. Replacement Order
    A. Credit Request
    Explanation
    If a customer is missing an item or items, there are two possible resolutions available. The first resolution is to place a replacement order for the missing item(s), ensuring that the customer receives the product they were originally supposed to receive. The second resolution is to process a credit request, which would provide the customer with a refund or credit for the missing item(s). These resolutions aim to rectify the issue and ensure customer satisfaction.

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  • 26. 

    If a domestic package is delivered after the guaranteed date, you issue a credit request for the shipping amount.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If a domestic package is delivered after the guaranteed date, it is reasonable to issue a credit request for the shipping amount. This is because when a package is not delivered on time as promised, it can cause inconvenience and dissatisfaction to the customer. Offering a credit request for the shipping amount is a way to compensate for the delay and maintain customer satisfaction.

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  • 27. 

    Pre-Sale or Pre-Order designation on a product means that a customer can order it even though it is not yet in stock.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because a pre-sale or pre-order designation allows customers to place an order for a product before it becomes available in stock. This means that customers can secure their purchase in advance and be among the first to receive the product once it is released. Pre-sales and pre-orders are commonly used for highly anticipated products or limited edition items to generate buzz and gauge customer interest before the official release.

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  • 28. 

    Requesting an address change can add an extra business day to the transit time of an order.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Requesting an address change can add an extra business day to the transit time of an order because the process of updating the address requires additional time and resources. The company needs to verify the new address, update the shipping details, and coordinate with the shipping carrier. This extra step can cause a delay in the delivery of the order, resulting in an additional business day for the transit time.

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  • 29. 

    Which two tabs in Opus show if a discount was applied to an order?

    • Credits

    • Discounts

    • Line Items

    • Case Notes

    Correct Answer(s)
    A. Discounts
    A. Line Items
    Explanation
    The two tabs in Opus that show if a discount was applied to an order are "Discounts" and "Line Items". The "Discounts" tab displays any applied discounts, allowing users to view the details of the discount and the amount deducted from the order. On the other hand, the "Line Items" tab provides a comprehensive overview of all the items included in the order, including any discounts applied to individual line items. By checking these two tabs, users can easily determine if a discount was applied to an order in Opus.

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  • 30. 

    The guaranteed promise date for domestic packages is:

    • The date the order will be processed

    • The latest date the package will be delivered to the customer's doorstep

    • The date the package will leave our distribution center

    • The date we place the order

    Correct Answer
    A. The latest date the package will be delivered to the customer's doorstep
    Explanation
    The guaranteed promise date for domestic packages refers to the latest date the package will be delivered to the customer's doorstep. This means that the package should arrive at the customer's address on or before this date, ensuring timely delivery.

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  • 31. 

    If an out of stock item shows an estimated in-stock date, the product will definitely arrive in our warehouse by that date.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because the estimated in-stock date does not guarantee that the out of stock item will definitely arrive in the warehouse by that date. There could be unforeseen delays or issues with the supplier that could cause further delays in the arrival of the product. Therefore, the estimated in-stock date is not a guarantee of the product's arrival.

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  • 32. 

    All products are eligible to be returned.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Not all products are eligible to be returned. Some products may have specific conditions or restrictions that prevent them from being returned, such as perishable items, personalized items, or items that have been used or damaged. Therefore, the statement is false.

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  • 33. 

    You can track APO/ DPO/FPO orders all the way to delivered status.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    APO/ DPO/FPO orders cannot be tracked all the way to delivered status because these orders are typically delivered to military addresses or overseas locations where tracking may not be available or may be limited. Therefore, the statement is false.

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  • 34. 

    Once you submit a credit request, it is automatically processed and the customer's credit card will be refunded immediately.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that once a credit request is submitted, it is automatically processed and the customer's credit card will be refunded immediately. However, this may not always be the case as credit requests may require manual review and approval before the refund is processed. Therefore, the statement is incorrect.

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  • 35. 

    Customers can request their own RANs via the websites within 14 days of receiving their orders.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers have the option to request their own RANs (Return Authorization Numbers) through the websites within 14 days of receiving their orders. This implies that the customers are given the opportunity to initiate the return process for their orders within a specific timeframe.

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  • 36. 

    If a customer receives a damaged costume that is $35, I should create a RAN and have the customer return the costume.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because if a customer receives a damaged costume, the appropriate action would be to offer a replacement or a refund, depending on the customer's preference. Creating a RAN (Return Authorization Number) and having the customer return the costume may not be necessary in this case as it could inconvenience the customer further.

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  • 37. 

    If an item is "sold out for the season", we can put the customer on an email notification list.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that if an item is "sold out for the season", we can put the customer on an email notification list. However, the correct answer is false. The statement does not provide any information about whether or not we can put the customer on an email notification list. It only mentions that the item is sold out for the season, but does not indicate any action that can be taken in response to this.

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  • 38. 

    If tracking shows a package was delivered but the customer cannot find it, the only thing you need to do is replace it.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because if a package is tracked as delivered but the customer cannot find it, there are several steps that need to be taken before simply replacing it. These steps may include verifying the delivery address, checking with neighbors or building management, contacting the delivery carrier for more information, and potentially filing a claim for a lost package. Simply replacing the package without investigating further would not be the appropriate course of action.

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  • 39. 

    If a domestic customer receives a damaged costume, we:

    • Tell the customer they can keep it

    • Create a RAN and ask that they return it if it costs more than $25.00

    • Create a replacement order and a RAN for them to return it regardless of the price of the item

    • Create a RAN for them to return it if the item costs more than $75.00

    Correct Answer
    A. Create a RAN for them to return it if the item costs more than $75.00
    Explanation
    The correct answer is to create a RAN for the customer to return the damaged costume if it costs more than $75.00. This means that if the item is expensive, the customer is required to return it so that it can be inspected or replaced. If the item costs less than $75.00, there is no need for the customer to return it and they can keep it.

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  • 40. 

    Customers can use a Flex Label to return an order with which carrier(s)?

    • Any carrier

    • Fed Ex

    • UPS or USPS

    • UPS or Fed Ex or USPS

    • UPS only

    • USPS only

    Correct Answer
    A. UPS only
    Explanation
    Customers can use a Flex Label to return an order with UPS only. This means that they cannot use a Flex Label to return an order with any other carrier such as Fed Ex or USPS.

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  • 41. 

    You can send a replacement order before a trace investigation is completed but cannot credit the customer.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    This statement is false. In a situation where a trace investigation is not completed, it is not possible to send a replacement order as the investigation is necessary to determine the status and location of the original order. Additionally, without completing the investigation, it is also not possible to credit the customer as the outcome of the investigation may affect the decision to provide a refund or credit.

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Quiz Review Timeline (Updated): Mar 20, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 07, 2015
    Quiz Created by
    Anina
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