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1. 
Customer said store associate informed her we can honor a Birthday Day reward from last year because she never got it.
A.
Request to have reward reissued
B.
Honor the reward because she is a loyalty member.
C.
Advise her to return to the store for it to be honored.
2. 
Customer’s order is being returned to sender due to insufficient address we can Refund her?
A.
Yes
B.
No
3. 
Customer received wrong order she is not ready to order today How long does she have to call back for price match?
A.
5 days from the date she called in.
B.
5 days from the date she received the order.
C.
10 days from the date she received the order.
D.
10 days from the date she called in.
4. 
If customer doesn't see option for expedited shipping on website the item can only be shipped Ground?
A.
Yes
B.
No
5. 
Customer placed order and received items but they do not fit she is demanding a refund?
A.
Apologize for the inconvenience and refund the customer.
B.
Advise customer of her available options to return the items for a refund.
C.
Escalate for a pre paid label to be shipped out to her.
D.
all of the above
6. 
Customer calls stating she returned an order to the store and was not refunded?
A.
Contact the store to verify return and get tracking number.
B.
Verify order was placed and refund the customer.
C.
Ask customer which item they returned and refund customer.
D.
Advise customer to return to the store we cannot assist her.
7. 
Customer wants to cancel order placed yesterday because the prices are lower order had a discount and is released ?
A.
Advise customer that we cannot cancel the order.
B.
Advised customer that no changes can be made to the order.
C.
Advise customer to return and reorder to get new price.
D.
Advise customer that we can honor the discount on the items .
8. 
Customer would like to reorder item purchased 20days ago in a larger size and would like the shipping waived?
A.
Advise customer that she could ship the to the store but we cannot waive.
B.
Advise customer that she has to sign up for loyalty if she wants free stuff
C.
Advise customer that you would be happy to reorder and waive the shipping.
D.
Place order and waive the shipping.
9. 
When merging accounts, how long will it take to see the points transferred to the target account?
A.
10 days
B.
24-48 hours
C.
immediately
D.
31 days
10. 
Loyalty Platinum customers always get free ground shipping?
A.
Yes
B.
No
11. 
Customer purchased item in store at a discount and would like to reorder it online at the same price.
A.
Advise customer to return to the store to have the prices honored.
B.
Advise customer that all sales in store are final.
C.
Advised customer that you would be happy to place order and honor price.
D.
none of the above.
12. 
If a customers uses a Gift card on an order when are the funds removed from the card?
A.
When the first item ships.
B.
when the order is placed.
C.
when the last item on the order ships.
D.
none of the above
13. 
Can a customer combine Rewards and Coupons on the same order?
A.
true
B.
false
14. 
What would I put if a customer wants to place an order but doesn't have an email ?
A.
Null@cybersource.com
B.
Lanebrynt@fakemail.com
C.
We cannot place an order if a customer does not have an Email.
D.
You are not required to enter an email address when placing an order in OMS.