Subject: Fatal Auditing 6 - 12 Feb
From: "Fauzan Ahmad . Musalman" <[email-masked]>
To: Abdel Moneim <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, Seeta Seeta <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Fri, 21 Feb 2020 04:37:59 -0700 (MST)

Hi Abdel Moneim, 

As you are already aware that we have started the auditing for emails/chats. In 6- 12 Feb auditing you have received 1 fatal 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 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Fauzan 	Abdel Moneim 	[email-masked] 	456992 / 6462927892 	11-Feb-20 	12-Feb-20 	0% 	Fatal 

Reasons for fatal: 

456992 – [ callto:9769436976 | 6462927892 ] : Customer reporting that I have raised a return request one week ago . 

What can be done: You can find the order on hybris by customer email address and you can see that the last order of the customer there is a return request without AWB. You should apologize and ask customer to share his address to create a manual AWB. However you have asked the customer please share more details regarding your concern without any apologize in the first email. 

Regards, 
Fauzan