Frontline Refund Eligibility Quiz

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What should the agent do if a member says they are sick and cannot use their voucher?

Tell the member they are not eligible for a refund

Ask the member to provide more information

Offer a refund immediately

Review the refund policy and expiration date (correct)

What should the agent do if the exception policy is not clear based on the reason given by the member?

Ask the member to provide more information

Offer a refund regardless

Deny the member's request

Escalate the issue to a supervisor (correct)

What options does the agent provide if the member's voucher is not eligible for a refund?

Convert it to a different voucher

Use it at a later time or give it to someone else (correct)

Receive a partial refund

Extend the expiration date

What options does the agent provide if the member's voucher is no longer refundable?

The agent offers a refund for the amount paid at the merchant anytime, even after the voucher expires. Signup and view all the answers

What should the agent do if they are unsure whether the stated reason qualifies the member for an exception?

The agent should escalate the case to their supervisor. Signup and view all the answers

What should the agent do if a member says they are sick and cannot use their voucher?

The agent should ask the member to provide more information. Signup and view all the answers

According to the Frontline policy, which of the following situations would qualify a member for a refund?

The member has just undergone surgery Signup and view all the answers

In which of the following scenarios should the agent push back and not provide a refund?

A member who has contracted mono and is on bed rest for three weeks Signup and view all the answers

What should the agent do if a member calls and requests a refund because they are unable to fly due to surgery from a car accident?

Provide a refund as the member qualifies for an exception Signup and view all the answers

What happens to the amount you paid for a voucher if neither option works?

The amount can be used for the amount you paid at the merchant anytime Signup and view all the answers

When should an agent escalate to their supervisor if the exception policy is not clear based on the reason given by the member?

If the agent feels like a review is the right thing to do Signup and view all the answers

What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?

The agent should say they'd like to have someone look into this to see if there are any options Signup and view all the answers

What should an agent do if they are unsure whether the stated reason qualifies the member for an exception, but feel like a review is the right thing to do?

Escalate to a supervisor Signup and view all the answers

What happens to the amount you paid for a voucher if neither option works?

It can be used for the amount you paid at the merchant anytime Signup and view all the answers

What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?

Offer to have someone look into the situation for possible alternatives Signup and view all the answers

Which of the following keywords would make a member eligible for an automatic refund?

Cancer diagnosis Signup and view all the answers

What should the agent do if a member mentions that their friend will be in chemotherapy for months and they won't be able to take the trip?

Offer condolences and process a refund Signup and view all the answers

When would a member be eligible for an exception if their condition prevents them from traveling before the voucher expires?

If they are in extended care Signup and view all the answers

Frontline Refund Eligibility Quiz

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Questions and Answers

What should the agent do if a member says they are sick and cannot use their voucher?

What should the agent do if the exception policy is not clear based on the reason given by the member?

What options does the agent provide if the member's voucher is not eligible for a refund?

What options does the agent provide if the member's voucher is no longer refundable?

What should the agent do if they are unsure whether the stated reason qualifies the member for an exception?

What should the agent do if a member says they are sick and cannot use their voucher?

According to the Frontline policy, which of the following situations would qualify a member for a refund?

In which of the following scenarios should the agent push back and not provide a refund?

What should the agent do if a member calls and requests a refund because they are unable to fly due to surgery from a car accident?

What happens to the amount you paid for a voucher if neither option works?

When should an agent escalate to their supervisor if the exception policy is not clear based on the reason given by the member?

What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?

What should an agent do if they are unsure whether the stated reason qualifies the member for an exception, but feel like a review is the right thing to do?

What happens to the amount you paid for a voucher if neither option works?

What response should an agent give if a member's voucher is not eligible for a refund but they want to explore other options?

Which of the following keywords would make a member eligible for an automatic refund?

What should the agent do if a member mentions that their friend will be in chemotherapy for months and they won't be able to take the trip?

When would a member be eligible for an exception if their condition prevents them from traveling before the voucher expires?

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