Subject: Fatal Auditing 6 - 12 Feb
From: "Fauzan Ahmad . Musalman" <[email-masked]>
To: Algaili Ahmed <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Fri, 21 Feb 2020 04:52:28 -0700 (MST)

Hi Algaili, 

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 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Fauzan 	Algaili Ahmed 	[email-masked] 	446311 	6-Feb-20 	6-Feb-20 	0% 	Fatal 
Email 	Fauzan 	Algaili Ahmed 	[email-masked] 	449721 / NA 	9-Feb-20 	10-Feb-20 	0% 	Fatal 

Reasons for fatal: 

446311 – [ callto:9769436976 | 6464123150 ] : Customer reporting that i have not received my refund. 

What can be done: You can update the customer that the payment not went through successfully with order number and if you have not received the refund at your account kindly share with us the SDAD transaction ID. However you have updated the customer that we have confirmed the order with new order (6464123218). without checking the payment method of the new order. (APPLE_PAY) 

449721- 6456755497: Customer reporting that she has received a damage item. And you have asked the customer to share the order number, customer emailed us again but has not shared any details and you have resolved the case without asking or informing the customer that we can not find the order can you please share the order number again. 

Regards, 
Fauzan