Subject: Fatal Case Between Dec 1-15, 2021(Feedback for Improvement)
From: Apoorv Joshi <[email-masked]>
To: MOHAMMED MURSHED <[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 01:33:25 -0700 (MST)

Hi Murshed, 

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 	Murshed 	3509476 	6368532038 	30-Dec-21 	30-Dec-21 	0% 	Fatal 

Please note yo have to always check both hybris and courier tracking before responding to the customers if they are reporting regarding an incomplete receipt of an order. This case is Fatal because the customer is reporting that they have received their order partially but you only checked hybris delivered status and is telling the customer about the delivery. The order was delivered partially as per courier tracking. 

Please ensure you are always checking properly that we have delivered all containers in an order from the courier partner tracking directly. Please note this should not repeat again, if the same is being repeated there will be penalty in future. Please follow the above and it will help you improve your overall performance and your score. 

You have scored in the week between 1st - 15th of Dec 91% and that is good but please ensure you are investigating the case properly before responding to the customer. 

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

Regards, 
Apoorv