GCCA Assessment Quiz Question 1 of 6 Before we start... Please select your name Name * Select your name... Start Quiz → Question 1 Refund & Pay in 3 Miscommunication Case * What should have been done to resolve this correctly? The supervisor should have apologized and advised the customer to dispute the charge with her bank. The supervisor should have clarified the situation, explained the process, acknowledged the misleading guidance, and offered a goodwill gesture. The representative should have initiated a manual refund and escalate to compliance. The supervisor should have reassured the customer the system would self-correct. ← Previous Next → Question 2 eCheck Clearing Miscommunication * What should have been done? Advise the customer that eCheck clearing times vary and set proper expectations. Reassure the customer delays are normal and direct them to their bank. Offer partial compensation immediately. Escalate to engineering to speed up the clearing. ← Previous Next → Question 3 Misclassified INR vs. SNAD Case * What should have been done? Reclassify all partial deliveries as SNAD for consistency. Carefully review claim details before reclassifying and ensure correct distinction between INR and SNAD. Ask the customer to contact the seller directly. Close the case and open a new one. ← Previous Next → Question 4 Voucher Promised but Not Applied (Case 1) * What should the teammate have done? Decline vouchers for customers with claim history. Apply the voucher only if the customer calls back again. Take ownership by ensuring the promised voucher is applied and completing the supervisor callback. Advise that vouchers may take weeks as handled by another team. ← Previous Next → Question 5 Voucher Promised but Not Applied (Case 2) * What would have prevented this? A teammate-level tracker/log to monitor promised vouchers or CTs. Redirect voucher requests to a different team. Advise the customer to wait 30 days. Offer a refund instead of a voucher. ← Previous Next → Question 6 Refund Sent to PayPal Balance During Limitation * What should have been done? Advise the customer to wait 120 days. Explain that refunds to funding sources are not affected by limitations and initiate correction. Ask the merchant to issue a second refund. Tell the customer to close and reopen their account. ← Previous Submit Quiz 🎉 Quiz Completed!