Subject: Fatal Cases 21st Sept - 21st Oct
From: Shakeeb Arsalan <[email-masked]>
To: Hemyar Nasser <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Akshay Berry <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Sun, 1 Nov 2020 23:01:49 -0700 (MST)

Hi Hemyar. 

As you are already aware that we are doing the auditing for emails/chats, You have 5 fatal cases for the last month, 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 	Hemyar Nasser 	1497473 	6221823525 	21-Sep-20 	26-Sep-20 	0% 	Fatal 

	

	

	
Email 	Shakeeb Arsalan 	Hemyar Nasser 	1545362 	6482186946 	2-Oct-20 	5-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Hemyar Nasser 	1556716 	NA 	5-Oct-20 	7-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Hemyar Nasser 	1579935 	6219907932 	12-Oct-20 	17-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Hemyar Nasser 	1592827 
	6228275294 	14-Oct-20 	18-Oct-20 	0% 	Fatal 

Fatal reasons: 

1497473 6221823525: You did not create child ticket to check with the WH team if they have received the item or not, instead he followed the previous escalation procedure, Plus he did not add the item ID in the properties section 

1545362 6482186946: The customer was asking about the cancelled item, However you did not address his concern properly and you informed him that the order was delivered without informing him about the cancelled item and the refund. 

You should have informed the customer clearly in te first place that the item was cancelled and the refund had been initiated. 

1556716 NA: The customer is claiming that he is not able to log in while the Username & password are correct, 
You should have guided the customer how to reset his password instead of telling him to delete the App and reinstall 

1579935 6219907932: You did not create child ticket to check regarding the returnd items. (Wong escalation) 

1592827 6228275294: Did not create child ticket to check with conloc about the returned request if received or not. 

Your Email Score for the month of Oct is : 81% 

Please Note that our Quality Benchmark is 85% and you have to improve your emails quality to exceed it (Go through the parameters we are using while auditing and follow the same instructions shared with you). 

Regards 
Shakeeb