Subject: Fatal Audit 21st - 26 Sep
From: Shakeeb Arsalan <[email-masked]>
To: Abdulqader Ahmed <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Jessie Caparas <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Mon, 12 Oct 2020 21:07:03 -0700 (MST)

Hi Abdulqader, 

As you are already aware that we have started the auditing for emails/chats, You have one fatal case on 25th of Sept, 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 	Shakeeb Arsalan 	Abdulqader Ahmed 	1516733 / [email-masked] 	6227109366 	25-Sep-20 	28-Sep-20 	0% 

Reason for Fatel : 
1- The customer reached out to you to get asking to cancel, However in your first response you told the customer that the order has been shipped and we can not canced or do any amendment, and in the second response you told him the order is in our warehouse and will be shipped and we can not cancel or amend anything. 

What should have been done: 
advise the customer that he can refuse the order once he is contacted by the courier partner. 

Extra points you had lost also because of the following: 
1- did not adress the customer by his first name ! 
2- there was no space between the 2nd and 3rd & 5th and 6th lines. 

Please avoid the same mistakes in the upcoming Emails. 

Regards 
Shakeeb