IC3 USPS Training Quiz
This test is for the new representatives to the IC3 call center to test their knowledge of the USPS products we support
- 1.
What is the maximum amount of insurance that can be purchased for domestic and international labels on Click-N-Ship?
- A.
$1000
- B.
$800
- C.
$250
- D.
$500
- E.
$1000
Correct Answer
D. $500Explanation
Customers can purchase up to $500 of insurance online. If a customer wants to purchase additional insurance they must do so at their local post office. They may also not combine insurance purchase online with insurance purchased at their local post office.Rate this question:
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- 2.
Please select the Internet browser that is not supported for use with Click-N-Ship.
- A.
Internet Explorer
- B.
Mozilla Firefox
- C.
AOL
- D.
Netscape
Correct Answer
C. AOLExplanation
The USPS website does not support the use of ISP provided web browsers such as AOL or MSN.Rate this question:
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- 3.
When using Click-N-Ship on a Macintosh do we support using the Safari web browser?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Safari is a widely used browser by Macintosh users but our website does not support it. We recommend Mac customers use the Firefox as their internet browser.Rate this question:
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- 4.
A customer can request a Click-N-Ship refund themselves through their Shipping History for up to how many days?
- A.
30
- B.
10
- C.
14
- D.
60
Correct Answer
B. 10Explanation
Customers may sign into their Click-N-Ship account and request a refund themselves up to 10 days from the print date of the label.Rate this question:
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- 5.
A customer is eligible for a Click-N-Ship refund for up to how many days from the print date of the label?
- A.
14
- B.
30
- C.
10
- D.
60
Correct Answer
D. 60Explanation
Customers are eligible for a refund for up to 60 days from the print date of the label. After 60 days, customers are ineligible for a refund.Rate this question:
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- 6.
When using Click-N-Ship on a Macintosh do we support using the Preview PDF reader program?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Preview is a PDF viewing program that comes standard on all Macintosh computers but Click-N-Ship does not support it. They must use the Adobe Reader program.Rate this question:
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- 7.
Customers can use their own packaging when using the flate rate shipping services.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If a customer wants to ship flat rate then they must use the correct flat rate packaging according to the flat rate service they selected. (ie large Priority mail flate rate shipping must use a large priority mail flate rate box). Customers cannot use their own packaging or the package will be returned to them.Rate this question:
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- 8.
We can process refunds for labels generated through Paypal
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If a customer needs a refund on a Paypal label they must call Paypal to get the refund because the label was generated on Paypals website and not on the USPS website. We also do not have access to Paypal accounts since the labels were not generated on the USPS website.Rate this question:
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- 9.
How many credit cards can be saved to a Click-N-Ship or Postal Store account?
- A.
4
- B.
1
- C.
3
- D.
2
Correct Answer
C. 3Explanation
Customers can save up to 3 credit cards to their Click-N-Ship or Postal Store accounts.Rate this question:
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- 10.
When using Click-N-Ship on a Macintosh what two programs must the customer have installed?
- A.
Safari and Preview
- B.
Safari and Adobe Reader
- C.
Firefox and Preview
- D.
Firefox and Adobe Reader
Correct Answer
D. Firefox and Adobe ReaderExplanation
Safari is not a supported web browser and Preview is not a supported PDF reading program. They must use a supported web browser such as Firefox and Adobe Reader because that is the only PDF program supported for use with Click-N-Ship.Rate this question:
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- 11.
What setting must be unchecked within Adobe Reader for Click-N-Ship to work properly.
- A.
Allow fast web view
- B.
Display PDF in browser
- C.
Allow speculative downloading in the background
Correct Answer
B. Display PDF in browserExplanation
Click-N-Ship only supports having Adobe Reader open as a pop up window and when the "Display PDF in browser" it tries to open Adobe Reader within the same browser window.Rate this question:
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- 12.
Click-N-Ship offers a reprint option.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If the customer was charged for the label they must request a refund for the unprinted label and then create a new label. If they were not charged they may just create a new label then.Rate this question:
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- 13.
How far back does a customers shipping history go?
- A.
18 months
- B.
1 year
- C.
6 months
- D.
9 months
- E.
3 months
Correct Answer
C. 6 monthsExplanation
Click-N-Ship shipping history only goes back 6 months. Anything beyond 6 months is purged from the system and can never be retrieved.Rate this question:
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- 14.
What do the parentheses around the label total cost in a customers Click-N-Ship shipping history mean?
- A.
Payment for that label was cancelled
- B.
A refund is pending for that label
- C.
A refund has been processed and refunded to the account
Correct Answer
B. A refund is pending for that labelExplanation
If the total price for a label has parentheses around that is a way to tell a refund has been requested for that label.Rate this question:
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- 15.
What is the maxiumum amount of days it can take to process a Click-N-Ship refund request?
- A.
10
- B.
5
- C.
14
- D.
7
Correct Answer
C. 14Explanation
Refunds take up to 14 days to be processed. Once processed the customer is sent a confirmation email letting them know the refund was processed.Rate this question:
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- 16.
What is the shipping and handling cost to order stamps on the Postal Store?
- A.
$2
- B.
$3
- C.
Free
- D.
$5
- E.
$1
Correct Answer
E. $1Explanation
Shipping and Handling for Stamps is $1 unless certain items are not in stock and half to be sent in a later shipment.Rate this question:
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- 17.
There an extra shipping and handling cost if the Postal Store does not have certain items in stock and has to ship them at a later date?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
If the Postal Store does not have certain items in stock and has to ship them at a later time they may charge an additional $1 shipping and handling fee.Rate this question:
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- 18.
Postal Stamp subscriptions may be cancelled online?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Yes Postal Store recurring stamp subscriptions may be cancelled online by signing into their account.Rate this question:
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- 19.
There is a cost for ordering postal shipping boxes and supplies online.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Postal shipping supplies and boxes are free of charge.Rate this question:
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- 20.
How many user accounts can a customer save their Post Office Box to?
- A.
1
- B.
Theres no limit
- C.
2
- D.
4
Correct Answer
A. 1Explanation
They can only add it to 1 account. If they no longer have access to that account they must contact us to have their account forwarded up to the program managers to have the post office box removed.Rate this question:
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- 21.
Past due post office box payments or payments for a closed post office box may be made online.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Late PO Box payments and payments for a closed PO Box can only be made at the local post office where the PO Box is registered.Rate this question:
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- 22.
Can a post office box be closed online?
- A.
Yes
- B.
No
Correct Answer
B. NoExplanation
If a customer wants to close a post office box they must go to the post office where the PO Box is registered.Rate this question:
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- 23.
We can process a refund for a post office box purchased online after the customer has picked up the keys?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Once a customer picks up the keys to the box the only way to get a refund and close the box is to go to the post office where the po box is registered.Rate this question:
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- 24.
Please select the three types of post office boxes not eligible for online payment.
- A.
Personal
- B.
Reserve
- C.
Business
- D.
Caller
- E.
Academic
Correct Answer(s)
B. Reserve
D. Caller
E. AcademicExplanation
Academic, Caller and Reserve PO Boxes are not available for online payment and must be paid or at the post office where PO Box is registered.Rate this question:
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- 25.
Whats the limit to the number of post office boxes that can be saved under one user account?
- A.
10
- B.
3
- C.
There is not a limit
- D.
5
- E.
Depends on if the user is a business or a personal account
Correct Answer
D. 5Explanation
5 PO Boxes is the limit that may be added per account. If a customer wants to add more than 5 then they would need to set up more USPS accounts.Rate this question:
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- 26.
How many days in advance can the ship date be on a Click-N-Ship label?
- A.
5
- B.
2
- C.
7
- D.
3
Correct Answer
D. 3Explanation
The shipping date on labels may only be up to 3 days in advance. Example: If a customer is creating a shipping label on a Sunday, they may select up to Wednesday to ship that.Rate this question:
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- 27.
A Click-N-Ship must label be used by the ship date listed on it?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Yes it must. If the label is not used by the ship date a refund must be requested for that label and a new label created.Rate this question:
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- 28.
A customer may not copy, e-mail or fax the label to another customer.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
That is correct. Copying, e-mailing or faxing a label is considered mail fraud and is not supported.Rate this question:
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- 29.
What is the maximum number of Click-N-Ship labels that a customer may create for one transaction?
- A.
10
- B.
8
- C.
12
- D.
15
Correct Answer
A. 10Explanation
A maximum of 10 labels can created under one user account at a time.Rate this question:
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- 30.
What two service options does Click-N-Ship not offer?
- A.
Signature Confirmation
- B.
Registered Mail
- C.
Delivery Confirmation
- D.
Certified Mail
Correct Answer(s)
B. Registered Mail
D. Certified MailExplanation
The only way a customer may purchase certified mail or registered mail is at the local post office.Rate this question:
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- 31.
What are the correct domestic shipping options that Click-N-Ship offers? (Choose one)
- A.
Media Mail and Priority Mail
- B.
Parcel Post and Media Mail
- C.
Priority Mail and Express Mail
- D.
First Class and Priority Mail
- E.
Parcel Post and Express Mail
Correct Answer
C. Priority Mail and Express MailExplanation
Click-N-Ship only offers Express or Priority Mail Service options for Domestic or International packages.Rate this question:
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- 32.
Please select the three correct International shipping options offered by Click N Ship. (Choose Three)
- A.
Global Express Guaranteed
- B.
First Class Mail International
- C.
Express Mail International
- D.
Priority Mail International
- E.
Airmail Parcel Post
Correct Answer(s)
A. Global Express Guaranteed
C. Express Mail International
D. Priority Mail InternationalExplanation
The only International options Click-N-Ship offers are Priority Mail International, Express Mail International and Global Express Guaranteed.Rate this question:
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- 33.
What the only two guaranteed trackable services the USPS offers. (Choose one)
- A.
Express Mail and Global Express Guaranteed
- B.
Priority Mail and First Class Mail International
- C.
Parcel Post and Global Express Guaranteed
- D.
Media Mail and Express Mail International
Correct Answer
A. Express Mail and Global Express GuaranteedExplanation
The only two guaranteed trackable services are Express Mail and Global Express Guaranteed because only those two services offer a guaranteed delivery date.Rate this question:
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- 34.
For up to how many months in advance can a customer schedule a carrier pickup or a recurring carrier pickup?
- A.
2 months
- B.
4 months
- C.
6 months
- D.
3 months
Correct Answer
D. 3 monthsExplanation
Customers can schedule carrier pickups as far as 3 months in advance for a single or recurring pickups.Rate this question:
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- 35.
There is a charge for carrier pickups?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Scheduling a carrier pickup is free of charge when generating the label online using Click-N-Ship. Scheduling a pickup on demand where you specify the time you want the package picked up cost $15.30 per pickup.Rate this question:
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- 36.
What is the cut off time to schedule a carrier pickup for the following day?
- A.
2 AM (CST)
- B.
2 AM (EST)
- C.
2 AM (PST)
Correct Answer
A. 2 AM (CST)Explanation
The correct cut off time is 2AM (CST) the day the pickup is scheduledRate this question:
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- 37.
We can retrieve hold mail confirmation numbers for customers?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If the customer does not have their confirmation numbr they must go to the local post office where the hold is scheduled with two forms of ID to get the confirmation number.Rate this question:
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- 38.
Select the TWO USPS 3rd party approved vendors
- A.
Ebay/Paypal
- B.
Endicia.com
- C.
Postal Explorer
- D.
Netpost
- E.
Stamps.com
Correct Answer(s)
B. Endicia.com
E. Stamps.comExplanation
Stamps.com and Endicia.com are the only two 3rd party approved vendors.Rate this question:
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- 39.
A username may be changed once established
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
A username may not be changed at any time.Rate this question:
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- 40.
A username/profile is automatically deleted from the system after how long of inactivity?
- A.
3 months
- B.
12 months
- C.
9 months
- D.
6 months
Correct Answer
D. 6 monthsExplanation
After 6 months the profile would be purged from the system and the customer would have to register as a new user.Rate this question:
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- 41.
If the customer must register as a new user once an account has been deleted, may they use the same username?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
NO. The customer would have to modify the username in some way.Rate this question:
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- 42.
What information is deleted from the customer's account once a password has been reset?
- A.
Shipping History
- B.
Address Book
- C.
Credit Cards
Correct Answer
C. Credit CardsExplanation
Any credit cards that were previously stored to the customer's account would automatically be deleted for security purposes.Rate this question:
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- 43.
When agents reset a password, we may send temporary passwords to a different e-mail address.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
NO. Temporary passwords are computer generated and sent to whatever e-mail address is associated to the account.Rate this question:
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- 44.
Webtools accounts may be moved to production over the phone.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
ONLY if a customer is using a 3rd party software or if using a developer they must have 2 successful test logs. If a customer doesn't have successful tests, they would have to e-mail their request to ICCC at [email protected] and provide their webtools username as well as provide the 3rd party shopping cart or if they are using a developer.Rate this question:
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- 45.
When creating a Flat Rate shipping label with Click-N-Ship the customer must specify a weight for the parcel.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The customer would provide an estimated weight of the package and select "continue". The next screen the customer is prompted to will have the Flat Rate service options to select from.Rate this question:
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- 46.
Unit Weight Calculations for International Packages:If a customer has a 4 pound package and they are shipping 8 items...The Unit Weight the customer would input would be:
- A.
1 pound
- B.
12 ounces
- C.
4 pounds
- D.
8 ounces
Correct Answer
D. 8 ouncesExplanation
You would take the total weight of the package and divide by the number of items in the package to configure the unit weight. ( Unit weight=estimated item weight )Rate this question:
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- 47.
If a customer changed their address online and has multiple charges to their account, who would you have the customer contact?
- A.
1-800-ASK-USPS
- B.
ICCC Internet Customer Care
- C.
National Customer Support
- D.
The customer's local Post office
Correct Answer
C. National Customer SupportExplanation
National Customer Support in Memphis (1-800-331-5746)Rate this question:
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- 48.
If their are pending charges to a customer's account, we do send a fax to the customer's bank to have their financial institution release pending charges?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
We do NOT fax any information to any banks. We may provide a verbal authorization to the bank via phone ONLY if the customer and their bank are on the line together.Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
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Sep 17, 2009Quiz Created by
Uspstraining
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