ID & V
Which outbound action should you take if an email from a customer does not contain enough matching information?
Make an outbound call to complete ID&V
How long is the payment link active after the claim is submitted?
24 hours
Sophia has filed a claim and selected Depot Repair. She contacts you because she hasn’t received the UPS email with shipping label. What should you do first?
Check the UPS portal to create a new shipping label
EU Support tickets should be used as soon as the customer raises an issue. True or false?
False
If you suspect fraud, you should:
Proceed with conversation and escalate it to your manager
Which of the following can be supported without completing ID&V?
General product and T&C questions
What is a key benefit of Local Repair in an Authorised store (LRA)?
The customer only needs to pay their deductible, and we handle the rest with the store
When a customer’s claim for depot repair is approved, what do they receive first?
A Claim Approval email
A customer’s device was deemed unrepairable. To provide a resolution to the customer, what ticket do you need to create?
An Alternative Resolution Ticket
What must you do if you can’t validate the police report?
You’ll need to mark the document as invalid and tick the box to send a customer an email to reupload a new document
A customer correctly confirms their full name and email address, but they can’t give you the correct postal address or phone number. What do you do?
Ask the customer to confirm other details such as IMEI, policy number or claim ID
You should always check if the customer has their IMEI or serial number before starting the claim process. True or false?
True
You receive a call from Nina who has some questions about her policy coverage. Nina wants to know whether her phone is covered for damage whilst she goes away on vacation. You check the Warranty Summary and provide Nina with the information. There are currently no tickets on the policy. How do you make a note of this call?
Create a Warranty Ticket
After raising an EU Support Ticket, what is your responsibility if the customer contacts us again?
Provide updates from ticket comments or reassure if no update is available
Scenario Based Question: A customer contacts us to report that they have received an email from us with information in it for another customer. Is this a breach?
Yes
When is full ID&V required?
Whenever the customer requests account or claim‑specific information
What tool can you use to help guide you through the troubleshooting process?
Troubleshooting Zingtree
What is the meaning of BER/CNR in the context of device repairs?
Beyond Economic Repair / Cannot Be Repaired
A customer contacts us to ask about their phone repair. You check and see the phone was received at the depot and has been there for 5 days. There are no recent updates and no tracking information available. What do you do?
Raise an EU Support ticket
Why is fraud a serious concern for the business?
It impacts financials, slows operations and damages reputation
What is required to successfully complete standard ID&V?
Full name + two additional matching pieces of information
What is the main purpose of troubleshooting before filing a damage claim?
To attempt a resolution and avoid unnecessary claims
In which of the following cases should a gift card be considered as a resolution?
When no other resolution is possible, e.g., for accessories or BER/CNR with no available stock
A customer calls with new information about their claim, for which there is an existing EU Support ticket. What should you do?
Add the information as a comment on the existing EU Support ticket
What does GDPR stand for? Select the correct answer below.
General Data Protection Regulation