Customer Service Skills Test Question 47 – Assessing a refund request with missing evidence
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
A customer requests a refund and has provided most of the required information, but the receipt is missing. The guidance allows alternative evidence in some circumstances. The customer says the original receipt was lost during a house move.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Approve the refund because the customer has explained why the receipt is missing and the amount is relatively small.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Check the alternative-evidence guidance, explain exactly what is missing and give the customer the approved options and submission route.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Reject the request immediately because the standard checklist says a receipt should be provided.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Ask the customer to resend every document in the refund application, including the information already accepted, so the case can be checked again from the beginning.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Effective
- Action C: Ineffective
- Action D: Fairly Effective
Members can unlock the detailed explanation for all four actions, including why each rating fits and how to judge similar customer-service situations.
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