Subject: Fatal Cases 29th March - 4th April 2021
From: Shakeeb Arsalan <[email-masked]>
To: Wael Amir <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Mon, 12 Apr 2021 08:26:28 -0700 (MST)

Hi Wael, 

PFB fatal mistakes 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 	Wael 	2342571 	6287960008 	2-Apr-21 	5-Apr-21 	0% 	Fatal 
Email 	Wael 	2347739 	6290634965 	3-Apr-21 	6-Apr-21 	0% 	Fatal 

Reason for Fatal & What should have been done 

2342571: Here the customer contacted you to update the order status as he got the order already, However you have told him that you will escalate the issue then you closed without asking the store team to do the needful, 

2347739: The customer is requesting to cancel the return request , so the you simply should have cancelled it and advised the customer to inform te courier partner that he does not want to return once he is contacted by them, But instead you have shared with him the return policy. 

* Y ou have scored in the week between 29th March - 4 th of April 74% and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark) 

Also note also that this kind of mistake can not be tolerated and if the same happened again penalty will be there. 

Regards 
Shakeeb