- aizel answers

-----MON 2 FLE ANSWER AND QUESTIONS-------

1.True or False: Fruit Bouquets orders are eligible for FSS processing. A. False

2.What actions should be taken if orders in the FSS queue are waiting for more than 30 minutes? A. Attempt to match and process related orders using customer phone number.

3.Which of the following scenarios may prevent orders from being successfully batched in the FSS system? A.Orders for Fruit Bouquets items.

4.What qualifies an order to be considered an FSS order according to the provided criteria? A. All orders must be florist fulfilled and share the same delivery address and date.

5.What happens in the case of multiple service charges in FSS orders? A. Open a Billing Discrepancy CSI to issue partial credit.

      --------MON 2 SVR ANSWERS AND QUESTIONS-----------

1.What is the initial step to access the SVR queue? A. Click [Actions] and type 'SVR' 2.True or False: Orders marked 'H' as house accounts should be worked during the SVR process. A. False 3.Which types of information must be reviewed for all CSIs on any order? A. Messages A. Order History A. Order Notes 4.What is the proper response if a manager's approval is listed for a replacement order? A. Proceed honoring the manager's approval 5.What is the primary function of the SVR queue? A. To validate orders before fulfillment

    ------MON 2 CCE ANSWER AND QUESTIONS-------

1.What action should be taken if you get voicemail when calling a customer for the first time regarding an order? A. Set up a callback for 2 hours later

2.What is the primary reason an order lands in the CCE queue? A. Payment authorization failure

3.True or False: The Passport program impacts the CCE queue frequently due to sign-ups and renewals. A. True

4.Which action is taken if an order shows a credit card status of 'Pick-Up Card'? A. Advise customer to contact their bank

5.True or False: It's the employee's responsibility to debate the reason for the payment failure with the customer. A.FALSE

  ------MON 2 DENY & DISPUTE ANSWER AND QUESTIONS-------

1.What is the primary role of the DENY Queue?

A. To handle messages of disagreement with cancels or price reductions.

2.When managing a florist's claim for payment, what elements should be reviewed according to Deny - Read and Research?

A. Order History A. Delivery verification A. Order Notes

3.When should a florist be paid for a substitution approval in a delivered wrong issue? A. If the substitution is appropriate and approval is on file.

4.What criteria are used to decide the rescind or uphold in a dispute?

A. Order change completion A. Weather-related rejection A. DLC received before cutoff

5.True or False: Deleted orders marked fraud are resolved without florist payment. A.TRUE