Subject: Fatal Case 4th - 10th Jan 2021
From: Shakeeb Arsalan <[email-masked]>
To: prince malik <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 21 Jan 2021 02:23:19 -0700 (MST)

Hi Prince, 

PFB fatal mistake we come across while doing the Audits, I want you to go through the details and make sure that the same thing won't happen again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Prince Malik 	1970488 	9627449982 	9-Jan-20 	10-Jan-21 	0% 	Fatal 

Reason for Fatal : 
The customer was asking about the refunded amount as he got confused because he applied voucher and got discount of 50 AED on the whole order, so he was confused about the refund and why he got 32.94 instead od 40 AED. 

What should have been done: 
You should have explained the customer about the non refundable voucher amount. and that amount was never deducted from him. 

* Your score for the week between 4th - 10th of Jan was 89% which is above the benchmark 85%. 

* Please go through the audits parameters shared with you earlier and follow the same. 

Regards 
Shakeeb