Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Thu, 9 Mar 2023 09:35:13 +0000

schedule interview for tomorrow 6pm
________________________________
From: Neha Singh <[email-masked]>
Sent: Monday, March 6, 2023 11:42 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

QA case 1:

As per the email the customer has replied on 30th July 2022 and the refund was initiated on 29/11/2021 which is long time back, the agent has replied that your refund has been processed on 29th November 2021 and it will be there in your account in the next 7-14 working days, instead the agent should have researched, of why the refund is taking so long. If there is any policy for raising a ticket, the agent should have raised one for a stuck refund. Instead of simply giving a copy paste reply an apology should have been there and also a follow up with a customer.

QA case 2 :

As per the email the customer wanted to know why he was refunded 44.5 , he wanted an explanation that, if 30 SAR was a discount on 8 items then one item cannot have 5.5 SAR from 30. The agent gave a vague explanation that coupons are non refundable hence a certain amount was not refunded. Instead he should have given a detailed calculation of the refund of what was the total cost of the item, which items were returned and the coupon amount of which items were deducted from the refund.
The breakup should have been given to the customer by looking into his account return and refund details.

Thanks and regards,

Neha Kumari

On Mon, Mar 6, 2023 at 5:21 PM Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Neha Kumari,

It was a pleasure speaking with you.

As discussed, sending you the cases for audits.

Please go through the 2 attached PDFs. They are screenshots of 2 different customer tickets.

Please let us know in your opinion without detailed knowledge of the account what went wrong in them, and what could have been done better. Kindly revert to us with your observations.

Kindly pay attention to detail.

Thank you
Regards,
Aishwarya
LiveSalesman