Subject: Re: Drop payment
From: Shakeeb Arsalan <[email-masked]>
To: Mayar Mayar Nasser <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Nikhil Bishnoi <[email-masked]>
Date: Fri, 18 Jun 2021 05:20:19 -0700 (MST)

-Your escalation is wrong as the drop payment cases is when there is no order NO on hybris but the customer is claiming that the amount is deducted. 

- You did not share the transaction ID, in-spite it was provided by the customer. 

- You did not check Hybris and found out that ticket was created and closed already (Amount was refunded) 

- And lastly for such scenarios you have to create hybris ticket and provide the required details (Transaction ID/ deduction date / deducted amount/ Auth code) 

You have to Improve and check the cases properly 
If u need some training to clarify any issue you can let us know so we can arrange for training sessions. 

From: "Mayar Mayar Nasser" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]> 
Sent: Tuesday, June 8, 2021 12:51:21 AM 
Subject: Drop payment 

Hi Team, 

Problem Statement: ​​drop payment 
Order Date: May 21, 2021 
Order ID: 8262960955 
Tracking ID: NA 
Amount:KWD31.58 
Card number: Knet 
Customer contact email: [email-masked] 
Customer contact number: +96566108085 
Tickets number:2617453 
country: Kuwait 
​ 
​ 
Regards, 
Mayar