Subject: Fatal Audit 21st - 4th Oct
From: Shakeeb Arsalan <[email-masked]>
To: Ala Hamood <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Mon, 12 Oct 2020 22:45:26 -0700 (MST)

Hi Ala, 

As you are already aware that we have started the auditing for emails/chats, You have one fatal case 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 	Ala hamood 	1509321 	6226212912 	22-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ala hamood 	1528810 	6220750321 	28-Sep-20 	2-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ala hamood 	1539320 	6222570453 	30-Sep-20 	3-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ala hamood 	1549161 	6228902292 	3-Oct-20 	5-Oct-20 	0% 	Fatal 

Reason for Fatel : 

1509321 6226212912: Customer was asking to cancel the order, and you wereconfirming the pickup and informed him how to collect the order 3 times with mentioning the cancellation in one side line. 

What should have been done: 
you should have informed in the first message about click and collect cancellation procedure in good manner, (Pls focus on the main concern of the customer) 

1528810- 6220750321: The customer was saying that he did not collecet the order and asking for refund and you were informing him that the refund had been initiated against the cancelled item. 

What should have been done: 
You should have raised the issue on zimbra in order to get the cancellation processed. 

1539320 6222570453: The Customer was following up on his return request, However you were advising him the return policy. 

What should have been done: 
you should have escalated the case to the courier partner and asked them to expedite the delivery process. 

1549161 6228902292: the customer is asking about his order, However you nformed him that the order has been returned while the same is not confirmed on the courier's portal. 

What should have been done: 
You should have escalated the case directly to the courier. 

Regards 
Shakeeb