Subject: Feedback for HFL ticket 148808 and 149094
From: Harsh Sharma <[email-masked]>
To: "Jet Jason, Paraiso. Gromea" <[email-masked]>, Anish Nair <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Sat, 10 Sep 2022 21:51:36 -0700 (MST)

Hello Team, 

Hope you are doing well! 

Customer Name: James Kennedy 
Phone: 2525315093 
Email: [email-masked] 
Ticket # 148808 and 149094 
Agent: Jason and Anish 

For Ticket #148808 - The ticket was handled by Jason. Cx contacted us on 08/23/2022 and asked to cancel AS for AlphaViril. The agent replied to cx stating the subscription has been canceled. However, no action was taken on the customer's account. Due to this, another order was processed in September. 

Error: First of all, while canceling the subscription the agent didn't offer the STS price to the customer to retain the subscription. Secondly, the agent sent a cancelation confirmation without canceling the subscription on the customer's account. 

@Jason kindly explain the reason for not following the STS process while canceling the subscription and not taking the necessary action on the customer's account, 

For Ticket #149094 - Cx contacted Anish on call to complain that he already canceled the subscription in August. Anish canceled the AS and order. A refund was initiated for the order processed on 09/10/2022. Everything is fine. Kindly for the safer side, in case of auto-ship orders only do not initiate a refund until you get confirmation from the shipping team of the order being canceled. 

Thanks and regards, 
Harsh Sharma