Subject: Fatal cases 21st Sep - 4th Oct
From: Shakeeb Arsalan <[email-masked]>
To: Ammar Asif <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Seeta Seeta <[email-masked]>, Akshay Berry <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Tue, 13 Oct 2020 02:54:04 -0700 (MST)

Hi Ammar, 

As you are already aware that we have started the auditing for emails/chats, You have one fatal cases 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 	Ammar Asif 	1506831 	6224925905 	22-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar Asif 	1516854 	6220386379 	25-Sep-20 	28-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar Asif 	1519870 	6489737318 	26-Sep-20 	28-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar Asif 	1539111 	6226549919 	30-Sep-20 	3-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar Asif 	1549144 	NA 	3-Oct-20 	5-Oct-20 	0% 	Fatal 

Reason for Fatel : 

1506831 6224925905: T he customer is confused as the amount has been deducted for different order, but you did not explain what happened properly as the amount the customer has mentioned to be deducted is for different order. 

What should have been done: 
You should have informed the customer that the amount is for different order and the order has been placed successfuly & shared with him the order NO. 

1516854 6220386379 The customer is complaining that he did not receive the whole order and it is cleare on hybris that there are not shipped items, However still you informed the customer that the order has been delivered by Aramex and were confirming with them if they delivered the order. 

What should have been done: 
You should have created child ticket to check with the WH nregarding the unshipped items. 

1519870 6489737318 (SADAD case) In the hybris ticket it is mentioned that the ticket has been closed due to no response from the customer, but you got confused and thought it has been refunded 

What should have been done: 
you should have shared the bank details with us to forward the issue to the concerned team. 

1539111 6226549919 I t is non returnable item, and you sent the return policy without further investigation with the customer and asking him for pictures. 

1549144 NA the reply is not related to the concern, as the customer is complementing the fast delivery while you told him about the time frame 

check your following Email Scores for the past 2 weeks: 

21st Sep- 26 Sep you scored 61% 
27th Sept-5th Oct you scored 74% 

Please Note that our Quality Benchmark is 85% and you have to improve your emails quality to exceed it in this week. 

Regards 
Shakeeb