Ontapcold Customer Service Knowledge Assessment
Where is our overseas warehouse located?
New York
Los Angeles
Miami
Seattle
Can we provide the warehouse’s exact address to customers?
Yes
No
Only after payment
Wholesale only
Do customers need EPA certification to buy refrigerants?
Yes
No
Only R404A
Only bulk
Are website prices tax‑inclusive?
Yes
No
Depends on state
Depends on product
What is “pre‑transit”?
In warehouse
Waiting for pickup
In delivery
Returned
Why is the warehouse address not public?
Safety & regulation
Privacy
Traffic
None
Can customers pick up goods directly from warehouse?
Yes
No
Only wholesale
Only bulk
What is required to buy R22?
EPA certificate
Passport
Driver license
None
What courier do we mainly use?
UPS
FedEx
USPS
DHL
Our goods cannot be sent to?
Hawaii
Alaska
military-related facilities
PO BOX
How to handle fraud suspicion?
Explain tracking
Ignore
Cancel
Transfer
Normal delivery time?
1–3 days
3–7 days
7–14 days
1 month
Can customers change address?
Yes before shipped
Never
Anytime
After delivery
What is needed for wholesale price?
Qty needed
Passport
SSN
EPA card
What if customer receives dented can?
Resend or Refund
Ignore
Ask return first
Ask repair
Why FedEx delay scanning?
Pickup delay
Lost
Return
Damaged
Best reply when tracking not updating?
Pre-transit is normal
Lost
Refund
Ignore
Can we guarantee exact delivery date?
No
Yes
Sometimes
Always
Warehouse working days?
Mon–Fri
Mon–Sat
Weekends only
Cancel after shipping?
Cannot
Cancel immediately
Partial refund
Replace
Label created means?
Awaiting pickup
Delivered
Lost
Returned
Signature delivery?
Yes
No
Sometimes
Must
Wrong item received?
Resend or Refund
Ignore
Wait
Return first
What info needed for wholesale shipping?
Full address
Nickname
Random
None
Customer says never received?
Open inquiry
Ignore
Refund
Block
Where do we ship from?
US warehouse
China
Mexico
Canada
Address incomplete?
Ask customer
Cancel
Guess
Ignore
What should be done if a customer finds that the coupon has not been used after placing an order?
What should you tell customers worried about “pre‑transit”?
How to handle customer inquiries about excessively long delivery times?
How to proceed if there are unmanageable or unsolvable issues?
How to handle excessively long logistics and delivery times?
What pricing logic should be prioritized when a customer requests a quote?
How to handle a chargeback?
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