Subject: Fatal Auditing 6 - 12 Feb
From: Seeta Seeta <[email-masked]>
To: Manish Kumar <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, malik ismail <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 20 Feb 2020 06:31:58 -0700 (MST)

Hi Manish, 

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 	Manish Kumar 	[email-masked] 	451549 - 6463963747 	9-Feb-20 	9-Feb-20 	0% 	Fatal 
Email 	Seeta 	Manish Kumar 	[ mailto:[email-masked] | [email-masked] ] 	453701 – 9766487526 	12-Feb-20 	12-Feb-20 	0% 	Fatal 

Reasons for fatal: 

451549 - 6463963747: Customer contacted us regarding his order status. 

What can be done: - You informed the customer correctly that his order got canceled due to quality issues. However, you have to explain the customer about reversal as the amount was only authorized at that time so there will be no refund. We always initiate the refund when we capture the payment. 

453701 – 9766487526: Customer is contacting to update the status of her order. As she was unable to raise a return request. 

What can be done: - You followed the correct process for order update but you didn't proactively ask the customer which item she wanted to return. 

Thanks & Regards, 
Seeta Kunwar