Subject: Fatal Case Between Dec 1-15, 2021(Feedback for Improvement)
From: Apoorv Joshi <[email-masked]>
To: AHMED OMER <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Shakeeb Arsalan <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 8 Jan 2022 01:26:39 -0700 (MST)

Hi Omer, 

PFB fatal mistakes we come across while doing the Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Samer Salameh 	Omer 	3521016 	6368389984 	22-Dec-21 	12-Dec-21 	0% 	Fatal 

Please always ensure to check all the details properly when escalating the case. This case is Fatal because the return tracking in this order is already cancelled and we are still escalating to courier with the same tracking to collect the order. The RMA should have been deleted and a new RMA should be created in such scenarios, then escalation to correct courier with customer details to arrange the collection. 

Please ensure the same does not repeat again. This will help to improve your overall score and performance. If the same is repeated, this will incur penalty in future. 

Your overall score between Dec 1-15, 2021 is 92% and that is good but please ensure you are checking the case properly before doing the escalation. 

Please do not hesitate to respond back if you need further clarification. 

Regards, 
Apoorv