Subject: Re: Wrong Responses FD Tickets 5401108 & 5047920
From: Apoorv Joshi <[email-masked]>
To: malik ismail <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Mohd Imran <[email-masked]>, Nashwa Elshafey <[email-masked]>
Date: Fri, 9 Dec 2022 04:17:00 -0700 (MST)

Hi Malik, 

Thank you for your feedback. 

I will take the corrective action here and will coach the agents. Apologies for this. 

Thank you for your help and guidance. 

Regards, 
Apoorv 

From: "malik ismail" <[email-masked]> 
To: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, "Mohd Imran" <[email-masked]>, "Nashwa Elshafey" <[email-masked]> 
Sent: Friday, December 9, 2022 4:41:43 PM 
Subject: Wrong Responses FD Tickets 5401108 & 5047920 

Hi All, 

Please assist on below tickets. 

5401108 : the agent apologize to customer and inform him will escalate the issue. No need for escalation once the refund is successful on Hybris and agent should push customer to check with his bank. 

5047920: Case pending from Oct and the agents keep asking for bank statement & card number. For such cases only the SMS screenshot is required from customer then to be escalated to finance & DXB . It is illegal to request the full card number and the customer has already submitted a complaint to the ministry and attached the response sent to him by email. 

Appreciate to coach the agents and cascade same to the team. 

Malik Ismail 

Digital Team | Landmark Group 

T: +97145172086 

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