Subject: Feedback
From: Ankur Kwatra <[email-masked]>
To: Elharith Elsiddig <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>
Date: Tue, 19 Apr 2022 23:59:05 -0700 (MST)

Dear Elharith, 

Request you to please cross check my feedbacks. 

Huma Sayed 	4175321 	4/19/2022 	Agent 	Customer wants a different size. Customer has not mentioned anything about the item for which the different size is required. The agent responded about the return option. Agent should have asked for the item details and should have informed the customer that once the item details are received the return request will be raised. 
Huma Sayed 	4164641 	4/19/2022 	Agent 	Customer has sent several emails regarding the cancellation of the order. Agent sent email stating if he still wishes to cancel the oder. The agent should have raised a return request and should have infomred the customer about the Return pickup process. ALso the email sent to the cusotmer was not alligned properly. 
Huma Sayed 	4198784 	4/19/2022 	Agent (Feedback Given) 	Customer wanted to know the status his return request and only provided the RPxxx number. Agent could not track the order through the customer's email/phone and sent a response for sharing the order details. However, the agent could have easily found the Order Id using the RPxx number on Fareye. Agent did not make an extra effort to search the order which clearly resulted in customer dissatisfaction. 
Huma Sayed 	4103321 	4/19/2022 	Process 	Customer collected the Click n Collect order from the store. HOwever the order status is not updated on the system, so customer sent a msg stating that the oder has already been collected. The ticket has been escalated already and the agent sent a revert about the same to the customer. Not an agent's fault for system not updated. 
Huma Sayed 	4133539 	4/19/2022 	Process 	Customer asking about the same day delivery as placed the order ealry in the morning. Agent correctly responded about the ETA for the order. The agent not at fault as the customer assumed the same day delivery by himself. 
Ahmed Hokan 	4193846 	4/19/2022 	Agent 	Customer sent a Thankyou email about his refund being under process. The agent should have sent an empathy response regarding the Order Cancellation or may be we are happy to serve you again in future. But, weirdly the agent included a sentence - "Wow! We really got a kick out of that. Thank you so much." in the response which apsolutely makes no sense. Not only it shows an informal response but also gives the feeling as if the LM is happy to refund the orders. Clearly Agent is at fault. 
Ahmed Hokan 	4167182 	4/19/2022 	Process 	Customer got dirty and damaged clothing item which she wanted to exchange as she had used a discount code at the time of purchase. The agent rightly advised that exchange option is not possible and also rightly raised the return request and shared the pickup details. The customer is not happy as she will loose the discounted value in case she has to order it again. Customer marked it as Extremely Dissatisfied. Agent not found at fault. 

Please advise if my observations are correct. 

Regards 
Ankur K