WEBSITE
Do promotions have the same terms and conditions?
No, every promotions it has a different terms and conditions.
How many days is the cooling-off period
14 days from the day that the customer received the item
If there’s a delay on the order and still when we delivered it, it was delivered on the customers’ selected time, do we have an option to process a refund for the delivery cost?
NO, because the customer paid for the delivery time not for the delivery date
Claims form should be returned by the customers within?
72 hours
Customers can trade in their old devices and receive an upfront discount on certain products bought from us. The customer is expected to return the traded device to a partner company called MTR
What is the difference between Samsung finance to other payment options?
Samsung Finance has an upfront cost of 10%
Is delivery cost refundable for partial return?
No
If the customer mentioned that they have received an empty box, what will be your action.
Advise the customer about the process and send the macro which is update to your missing goods claim to the customer
Claims must be reported by the customers within?
48 hours
How many days does the customer have to return the old device?
14 days
Which is the most curious letter?
Y?
For a refund, the customer should return the?
All packaging, accessories, and free-of-charge products
The customer was asking for the order, when you checked in Hybris there was a new revised delivery date. What will be your advice to the customer?
Let the customer know about the revised delivery date and that we are still waiting for the stock allocation and there's a possibility that the order will be delivered on or before the said date
For investigation, it can take up to?
•10 days to investigate the issue once Logistics registers its missing report
The clawback will be attempted on the day?
16
Where can we find the expired promotions on the website?
Offers and then Redeem an Offer
Faulty goods must be?
Offered repair before a refund or replacement is issued
If no DO and RDD is in the past then this is likely to mean that?
There is no stock
Customer contacts CS to appeal against the rejected claim for missing item
Contact Loss Prevention to provide a pre agreed template to CS agents which can be used to communicate with customers with the correct response
When the customer puts the same IMEI multiple number of times, what will happen?
Cannot place order
What are the delivery options for small items, TV, and, big DA products?
Delivery Only, Delivery & Setup, Delivery & Wall Mount, Delivery, Wall Mount, Conceal & Connect and Delivery, Collection & Recycling
Delivery and collection & recycling of your old appliance , Delivery Only , Delivery and standard installation: Removal of old appliances not included and Delivery and premium installation: Includes collection & recycling of your old appliance.
For a damaged item the customer should report it within?
If reported beyond the given timeframe what will your action?
Customer must inform within 72 hours if the product(s) is damaged on delivery
If reported beyond ask for the picture of the damage and raise to Logistics for investigation
What do you call a person who is born in the USA, grows up in UK, and then dies in Japan?
DEAD
Who is Signifyd?
Is a 3rd party fraud check engine to check fraudulent orders and cancel them automatically
Any fraud rules breached, what will you advise the customer?
Tell customer that the order cannot be placed as per policy and if needed escalate to loss prevention team