Subject: Fatal Cases for the month of October
From: Shakeeb Arsalan <[email-masked]>
To: Abdulqader Ahmed <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Akshay Berry <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sun, 1 Nov 2020 21:37:46 -0700 (MST)

Hi Abdulqader. 

As you are already aware that we are doing the auditing for emails/chats, You have 3 fatal cases in the month of Oct, and I want you to go through with the details and make sure that the same thing won't happen again. 

Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
1554261 	6228721590 	5-Oct-20 	7-Oct-20 	0% 	Fatal 
1604334 	9609225988 	20-Oct-20 	24-Oct-20 	0% 	Fatal 
1604894 	7406152432 	21-Oct-20 	24-Oct-20 	0% 	Fatal 

Fatal Reason: 

1554261 6228721590: You have informed the customer that the order has been returned while it has not, the case should have been escalated to the courier team to expedite the delivery process in the first place. 

1604334 9609225988: The customer asked about deducting the amount of his COD order from my credit after placing the order which is not possible, However you were informing him regarding the delivery timeframe and following up with the courier, without addressing his main concern. 

You should have advised the customer to reject the current order and place another one using my credit amount. 

1604894 7406152432: Should have explained properly that the order has been cancelled because the item went out of stock and informed the customer that we did not capture the amount as the cancelation took place before we capture and the customer should check with his bank as the amount has been reversed. 

Your Email Score for the month of Oct is : 84% 

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

Regards 
Shakeeb