Warranty Policies
True or False:
Agents should collect warranty information and troubleshoot issues via live chat.
False
Are bulk and wholesale orders eligible for returns?
No
Can customers request to delay shipment of orders placed on Caraway’s website?
No (except for Zest orders)
During Caraway’s Black Friday/Cyber Monday sale, the return period is extended to which date?
A) December 31
B) January 15
C) February 1
D) January 1
January 15
Should agents escalate warranty claims suspected of abuse to the Shift Lead?
Yes
What should an agent do if a warranty claim appears to be fraudulent or images are altered?
Escalate to the Shift Lead for review.
What is the fee percentage charged on international returns for the cost of the return label?
10%
What is the weight limit for a single international order?
66 lbs
What is the name of the sweepstakes where customers can win a $100,000 kitchen remodel?
Dream Kitchen Sweepstakes
What Slack shortcut should agents use to escalate a customer issue?
A) /help
B) /slack Boldr x Caraway question template
C) /escalate
D) /support
/slack Boldr x Caraway question template
Does Caraway’s warranty cover cosmetic issues like discoloration and chipping?
NO
True or False:
Customers can change a return or exchange request after shipping the items back.
False
True or False:
Caraway ships to APO/FPO addresses and PO Boxes.
False
True or False:
Customers can use the discount code SUPPORT30 to get 30% off on repurchases when warranty claims are denied.
True
True or False:
Agents should always ask for proof of purchase when troubleshooting product issues.
True
Which tag is used in Corso to indicate a warranty claim approved as an exception outside standard terms?
A) Warranty - Approved
B) Warranty - Exception
C) Warranty - Denied
D) Warranty - Pending
Warranty - Exception
What is the maximum time frame for customers to initiate a return for a full refund?
A) 15 days
B) 30 days
C) 45 days
D) 60 days
30 days
Which carriers does Caraway primarily use for domestic US shipments?
A) FedEx and DHL
B) UPS and USPS
C) USPS and FedEx
D) DHL and UPS
UPS and USPS
Are bulk and wholesale orders eligible for promotional discounts?
No
What is the first step in the general escalation workflow?
Identify the issue type and classify the ticket.
What is the standard warranty period for most Caraway products purchased directly from the website?
A) 6 months
B) 1 year
C) 2 years
D) Lifetime
1 year
What should agents do if a return/exchange request is flagged for manual review due to high value or quantity?
A) Approve immediately
B) Escalate to Shift Lead or Team Captain
C) Deny the request
D) Ignore the flag
Escalate to Shift Lead or Team Captain
If a domestic order has no tracking updates for 7+ days, what is the standard resolution?
A) Wait 14 days before action
B) Replace the order immediately
C) Cancel the order
D) Escalate to Fulfillment
Replace the order immediately
Customers can use promotional discount codes on gift card purchases.
False
Which of the following is NOT a valid reason to escalate a ticket?
A) Brand damaging or safety concerns
B) Customer requests a discount negotiation
C) Routine order status inquiry
D) Legal or BBB threats
Routine order status inquiry