Subject: Fatal Auditing 6 - 12 Feb
From: Seeta Seeta <[email-masked]>
To: Shivani Rani <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, malik ismail <[email-masked]>, Mohd Imran <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, jessie caparas <[email-masked]>
Date: Thu, 20 Feb 2020 02:50:53 -0700 (MST)

Hi Shivani, 

As you are already aware that we have started the auditing for emails/chats. In 6- 12 Feb auditing you have received 2 fatals and I want you to go through with the details and make sure that the same thing won't happen again. 

Fatal Details: 

Audit Type 	Audited By 	Agent Name 	Customer's Email Id 	Ticket No - Order Number 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Seeta 	Shivani Rani 	[email-masked] 	449202 – 9769316806 	8-Feb-20 	8-Feb-20 	0% 	Fatal 
Email 	Seeta 	Shivani Rani 	[email-masked] 	447296 – 6463958885 	8-Feb-20 	8-Feb-20 	0% 	Fatal 

Reasons for fatal: 

449202 – 9769316806 : The customer contacted you informing that she received a wrong color item from her order and you have sent the damaged item received an email to the customer. 

What can be done: In the above case, you should have to suggest the customer return the item rather than asking for a picture of the wrong color item received. 

447296 – 6463958885 - Customer contacted you regarding the damaged item received and you followed the correct process. However, you have not explained the customer about the non-replacement policy for damaged goods. 

What can be done: You followed the correct process. However, you should also inform the customer that the online replacement is not available for damaged items and as a goodwill gesture you have already requested a refund for the damaged item. 

Thanks & Regards, 
Seeta Kunwar