Subject: Fatal Auditing 6 - 12 Feb
From: Shakeeb Arsalan <[email-masked]>
To: Ammar <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Fri, 21 Feb 2020 05:11:34 -0700 (MST)

Reasons for fatal: 
Audit Type 	Audited By 	Agent Name 	Customer's Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Fauzan 	Ammar H 	[email-masked] 	447733 	6-Feb-20 	6-Feb-20 	0% 	Fatal 
Email 	Fauzan 	Ammar H 	[email-masked] 	452853 / 6449429755 	9-Feb-20 	10-Feb-20 	0% 	Fatal 
Email 	Fauzan 	Ammar H 	[email-masked] 	456640 / 6464176034 	11-Feb-20 	12-Feb-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar hasan serag 	[email-masked] 	448529 / 6463085894 	7-Feb-20 	8-Feb-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar hasan serag 	[email-masked] 	449190 / 6464081648 	7-Feb-20 	8-Feb-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ammar hasan serag 	[email-masked] 	452015 / 6464418590 	10-Feb-20 	13-Feb-20 	0% 	Fatal 

447733 –: Customer saying that there was a discount code on purchases 300 and above 

What can be done: You can check max website and if the offer is not available you can apologize and and give her the latest offer as per website. However you have asked the customer that please share more details regarding your concern. again customer emailed us and asked the same thing. and you have apologize and asked the customer to visit the website. 

[ callto:451966 - 7669458376 | 452853 - 6449429755 ] : Customer reporting that i don not have any order from centrepoint there is some thing wrong. 
You have just emailed the customer that we have escalated your concern to our relevant team to update the order status. 

[ callto:451966 - 7669458376 | 456640 - 6464176034 ] : Customer reporting that i have returned my order but i have not got the refund. 

What can be done: You should check the hybris and see the return status. However you have emailed the customer that you can visit any mac store to get the refund. 

448529 / 6463085894: Customer was requesting to return WWD mattress due to the wrong size. 

You should have asked the customer to share with you a photo showing that the mattress is smaller than the bed, then raised it to WWD team to advise you, 
NOTE : this case was marked Waiting on Third Party when it has not been escalated to any third party. 

449190 / 6464081648: Customer was claiming that he has paid for the full order, when the order was incomplete. 

Instead of assuming that the customer meant the last order he is having and providing him the delivery time frame, You should have confirmed with the customer the order NO and what are the missing items in order to escalate the issue to the concerned team, and be clarified about the case. 

452015 / 6464418590: Customer requested update his contact NO in the order 6464418590, 

You have raised the concern for wrong order. 
Make sure when you escalate any concern, Provide the correct details in order to have the customer's issue resolved the soonest. 

Regards 
Shakeeb & Fauzan