Subject: Fatal Auditing 6 - 12 Feb
From: Seeta Seeta <[email-masked]>
To: Abhishek Sisodia <[email-masked]>
Cc: Mohd Imran <[email-masked]>, jessie caparas <[email-masked]>, malik ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 20 Feb 2020 04:34:11 -0700 (MST)

Hi Abhishek, 

As you are already aware that we have started the auditing for emails/chats. In 6- 12 Feb auditing you have received 4 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 
Chat 	Seeta 	Abhishek Sisodia 	[email-masked] 	447706 – 6462504158 	6-Feb-20 	6-Feb-20 	0% 	Fatal 
Email 	Seeta 	Abhishek Sisodia 	[email-masked] 	448406 - 6463859610 	7-Feb-20 	7-Feb-20 	0% 	Fatal 
Email 	Seeta 	Abhishek Sisodia 	[email-masked] 	455308 – 8368416175 	11-Feb-20 	11-Feb-20 	0% 	Fatal 
Email 	Seeta 	Abhishek Sisodia 	[email-masked] 	451988 – 9768908732 	12-Feb-20 	12-Feb-20 	0% 	Fatal 

Reasons for fatal: 

- 447706 – 6462504158: Customer contacted us regarding the late delivery over chat, he asked for cancellation of the order as he does not wish to wait any longer for the order. 

What can be done: When the customer already asked you for order cancellation, you should have to follow the cancellation process rather than contacting the courier team for delivery. 

- 448406 - 6463859610: The customer contacted informing receiving expiry item and you suggest the customer return the item. 

What can be done: In the above case, you should have to initiate the refund straight away as the item cost was only 10 SAR and it's a business fault. Also, your sentence formatting was not accurate. 

- 455308 – 8368416175: Customer contacted you regarding the return collection, the customer also wanted to know if there are any charges for collection. 

What can be done: You followed the correct process and ask for customer full address but in the 2nd email where the customer asked you for the charges of the collection at that time you didn't answer that query. 

- 451988 – 9768908732 : Customer is complaining regarding the delay of his order. You escalated to the WH correctly regarding the same. however, the next escalation was sent to the wrong team. 

What can be done: You should have forwarded the case to the store team to check whether they have received the order or not. Whenever the warehouse confirmed that they have handed over the shipment to store team. we should always have to check the order with store team afterwards 2nd escalation should be with Store POCS. 

Thanks & Regards, 
Seeta Kunwar