Subject: English Language Test - Intzar Ahmad
From: Intzar Ahmad <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 14 Sep 2022 12:02:03 -0400

| | Foreign Language Screening Test

Name | Intzar Ahmad     /  (91) 8929405291    / [email-masked]
Whats your first language | English

Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted.

Unfortunately, once the package is shipped it becomes more difficult to change the address.  As long as you have shipped to the address provided by the marketplace, you are usually covered by seller protection.  I'll be honest, once you get the packaging out of your hands - it's not your problem.  However, good work will try to help the buyer locate their package.  Here are the steps I take when this happens:

First, I often sympathize with the buyer.  I will tell them that I can understand their frustration.  This shows that I care about their satisfaction.

I will check the tracking on the package.  If the package is not delivered, I will give them the tracking number and ask them to contact the courier to change the delivery address.

Based on the Situation 2 above, please draft an email response to the customer. You don't necessarily need to know the policy of the brand, but use the best practice from e-commerce companies that you've shopped from so far to know the policies.

Hello sir,

Thanks for informing us of your concern.
Like you said you noticed the scratches after our installers left your house.

We have different policies for exchange and refund. We will check whether your item is subject to our 7-day exchange policy. If your item comes within exchangeable items, we will provide you with the replacement. If it does not come, we will not be able to exchange or refund.

We hope you will come to our platform for more shopping and learn the refund and exchange policy before placing the order.

Thank you

abc e-commerce company

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