Subject: Fatal Cases 21st - 4th Oct
From: Shakeeb Arsalan <[email-masked]>
To: Hafizullah Lsm <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Akshay Berry <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 14 Oct 2020 07:25:05 -0700 (MST)

Hi Hafizullah. 

As you are already aware that we have started the auditing for emails/chats, You have one fatal cases on dates between 21st Sep and 4th Oct, and I want you to go through with the details and make sure that the same thing won't happen again. 

Audit Type 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Shakeeb Arsalan 	Hafizullah 	1504145 	6225950744 	21-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Hafizullah 	1507193 	6214946382 / 6217600288 	22-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Hafizullah 	1518246 	6222596180 	25-Sep-20 	28-Sep-20 	0% 	Fatal 
								
Email 	Shakeeb Arsalan 	Hafizullah 	1535279 	7405417128 	29-Sep-20 	2-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Hafizullah 	1547614 	9604626065 	3-Oct-20 	5-Oct-20 	0% 	Fatal 

Fatal Reason: 

1504145 6225950744: The customer asked twice to confirm how many items has he placed, and in the 2 times you informed him about the delivery. 

What should have been done. 
you should have confirmed the items in their prices with the customer. 

1507193 6214946382 / 6217600288 : You should have explained properly to the customer that the order 6217600288 has been cancelled before the amount was captured & and for the order 6214946382 the customer shared with you the SADAD transaction ID, so you should have asked for the bank details and shared on zimbra. 

1518246 6222596180: the refund has not been initiated on hybris, you should have checked once with Jira at that time or escalate the case on Zimbra for us to check. 

11535279 7405417128 The customer was complaining about promotion which is not getting alppied, However you were informing him about the delivery timeframe. 

What should have been done. 
you should have investigated further with the customer and asked him for screenshots showing the error. 

check your following Email Scores for the past 2 weeks: 

21st Sep- 26 Sep you scored 58% 
27th Sept-5th Oct you scored 69% 

Please Note that our Quality Benchmark is 85% and you have to improve your emails quality to exceed it. 

Regards 
Shakeeb