My game, My rules

Checkout Issues

100

If the card needs a padding for over $50, transfer to T2

True

200

Gas purchases, cash back, ATM withdrawals, online purchases

Shoppers must use the physical card for these transactions

False

300

Shopper didn’t select order for checkout

What steps should you provide to the shopper

1. Tell the shopper to tap Start checkout and pay for the orders in the order they appear in-app. They can’t check them out at the same time.
2. Tell the shopper not to tap Done if they haven’t swiped their payment card.

400

Blocked merchant/can't use card at this store

Tell the shopper to refresh and try again

False

Action—

Warm transfer to T2.

500

Card used at wrong location

What actions should you take

Action— 

1. Give the shopper the suggested store location.
2. If they refuse to go to the correct store, unassign the order.

Where is the Address

100

If the shopper cant find the address, what is the first step to take

Action— 

Confirm if the shopper went to the correct address.

View map

200

Shopper is at correct location but can’t find the address

What should you do?

Actions—

1. Review delivery instructions for additional details (ex. address photo, gate codes, special instructions, etc.) and share additional details with the shopper.

300

If shopper still can’t find the address after reviewing delivery instructions what should you do?

Actions—

Call the customer.

400

If they don’t answer are you required to make any admin documentation?

Yes

1. Notate order page “Shopper couldn’t find delivery address.”

500

If shoppers can't find the customer’s address use the case type: Delivery/ case reason: Unable to Deliver

False

Select case type: Delivery / case reason: Delivery Address and submit as Solved

Random Question

100

How many QA's are in the department?

7

200

Name Jamaica's national flower

lignum vitae

300

When did Jamaica gain emancipation

August 1, 1838

400

A Deacon of the Native Baptist Church in Stony Gut.

Which National hero is this?

Paul Bogle

500

What is the original meaning of the name Jamaica?

The word Jamaica actually derives from the Arawak word Xaymaca, meaning “Land of wood and water”.  

Online pay checkout Issues

100

Shoppers should use self checkout

False

200

If the transaction went through, and the cashier forgot to scan any items what should you do

Actions—

1. Ask the shopper to refund the items.
2. Mark the items as Not Found in Admin.

300

Shoppers using Skip checkout don’t use the manual checkout process. Instead, they present an in-app barcode for the cashier to scan and verify payment.

True

400

If the barcode isn't working at Hyvee, simply move the shopper forward to skip checkout

Actions—

1. Ask the shopper to scan the barcode. 
2. If it doesn’t work, ask them to move back in-app to refresh the barcode. 
3. If it still doesn’t work, they should ask a store associate for help.
4. If the store associate can’t fix it, ask the shopper to troubleshoot.
5. The shopper should NOT force-quit the app or enable airplane mode. Doing so will disable contact.
6. If troubleshooting doesn’t work, unassign the order.

500

BJ's and Lowe's Connect if the barcode isn't working, unlock the payment card

No-

1. 
   
   1. If it’s a Lowe’s Connect order, make sure the shopper is at the customer service/returns desk.
2. Tell the shopper to ask the associate to try scanning it 1 more time.
3. If the barcode still doesn’t work, cancel the order.
   • Ask BJ's shoppers to return items to the member services counter.

All things fun

100

What are two things you can never eat for breakfast?

Lunch and Dinner

200

What never asks a question but gets answered all the time?

Your cellphone

300

How many letters are in the alphabet?

Eleven. T-h-e -a-l-p-h-a-b-e-t

400

If two’s company and three’s a crowd, what do four and five make?

Nine

500

A man went outside in the pouring rain without an umbrella. Not a single hair on his head got wet. How is this possible? 

He’s bald.