Subject: Fatal Case Between Dec 1-15, 2021(Feedback for Improvement)
From: Apoorv Joshi <[email-masked]>
To: Sayed Humera <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Shakeeb Arsalan <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 8 Jan 2022 01:05:22 -0700 (MST)

Hi Humera, 

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 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Samer Salameh 	Humera 	3488296 	9512366899 	19-Dec-21 	4-Dec-21 	0% 	Fatal 
Email 	Samer Salameh 	Humera 	3601468 	6370292951 	22-Dec-21 	13-Dec-21 	0% 	Fatal 

Please note whenever doing any escalations check the customer query accordingly and then escalate. These cases are Fatal because in one case the issue is for C&C Order, you are escalating it to the correct spoc but without the order number and store code. All C&C escalations have to be escalated with the order number and store code. The other case is Fatal because the refund in this order is "Shared with Payfort" which means the refund request has been submitted to their bank and you are informing the customer that we have sent the refund to their Bank Account which is totally incorrect. 

Please ensure these mistakes does not repeat again and contact me or Shakeeb if you are not clear about escalation procedure still and require a refresher on the same, we will be able to arrange the same for you. These mistakes are very basic and should not repeat again. If the same is happening again, this will incur penalty in future. 

Your overall score between Dec 1-15, 2021 is 85% and that is okay as this benchmark is what we require but if you improve on the above you will have better scores next time. 

Please do not hesitate to respond back if you need further clarification. 

Regards, 
Apoorv