Knowledge Flashcards

Which of the following problems does the Customer Resolution Team need to be notified about?

Answer: The customer threatens to contact the BBB.

The Customer Resolution Team (CRT) handles escalated issues that require specialized attention or de-escalation. A customer threatening to contact the Better Business Bureau (BBB) signifies a serious complaint that has escalated beyond standard customer service, making it a critical issue for the CRT. The other options are typically handled by frontline customer service or specific technical support.

Which of the following is not a valid payment method combination on Walmart.com?

Answer: Debit Card/ Credit Card

Walmart.com generally allows combinations of gift cards with credit/debit cards or PayPal. However, combining two different credit or debit cards for a single transaction is typically not supported by most online payment systems. They usually only allow one credit/debit card per transaction, although splitting payment between a card and a gift card is often permitted.

A finance hold happens when:

Answer: The system identifies an order as possibly fraudulent and holds it for 48 hours.

A finance hold, often referred to as a fraud hold or security hold, occurs when an online system flags an order as potentially fraudulent. This mechanism is in place to protect both the customer and the company from unauthorized transactions. The order is typically held for a specific period, like 48 hours, for review before being processed or canceled.

Choose the tool that we use to report fraudulent charges.

Answer: None of these options are correct

While CCA, VCC, and Right Now are internal Walmart systems, none of them are specifically the tool used to *report* fraudulent charges in the sense of initiating a fraud investigation with a financial institution or internal fraud department. Reporting fraudulent charges typically involves specific internal fraud teams or external financial partners, not these general customer service tools. Therefore, none of the listed options are the correct tool for this specific action.

Which of the following is not correct?

Answer: If an item is delivered late, the customer will automatically receive a discount.

While Walmart strives for timely delivery, an automatic discount for late delivery is not a standard, universal policy. Customers can specify shipping addresses, return items to stores, and policy exceptions can sometimes be made by customer service. Therefore, the statement that customers *automatically* receive a discount for late delivery is generally incorrect.

What is the name of the system where a refund should be processed?

Answer: CCA

CCA (Customer Care Application) is Walmart's primary internal system used by customer service representatives to manage customer accounts, orders, and process actions like refunds. It's the central tool for handling various customer service interactions, including financial adjustments, making it the system where refunds are processed.

How long does it take for a refund to be deposited back to a credit or debit card?

Answer: 5 days

While the refund process is initiated immediately by Walmart, it typically takes 3-5 business days for banks and credit card companies to process the transaction and post the funds back to the customer's account. This timeframe accounts for the processing time on the financial institution's end, not just the merchant's action.