Subject: Fatal Cases 24th May - 6th June 2021 (Feedback)
From: Shakeeb Arsalan <[email-masked]>
To: Aya Saoud <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 9 Jun 2021 03:18:06 -0700 (MST)

Hi Aya, 

PFB fatal mistakes we come across while doing the Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Aya 	2616214 	6302290659 	24-May-21 	26-May-21 	0% 	Fatal 
Email 	Aya 	2655391 	9665890886 	01-Jun-21 	05-June-21 
	0 	Fatal 

Reason for Fatal & What should have been done: 

2655391 : The customer here came asking to change the size of the items in the return request he made which is not possible, However u sent him the procedure of how to place order without advising him that the exchange is not possible. 

2616214: This was Mada case and you could have informed the customer that the refund takes up to 3 weeks as mentioned in the canned response instead of escalating it to the L1 to handle. 

You have scored 89% in the last week of May, 

I need you to focus on your cases and make sure all of the cases are handled 100% on time and professionally. 

Regards 
Shakeeb