Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Thu, 9 Mar 2023 09:45:41 +0000

schedule interview for tomorrow 4pm
________________________________
From: Munaza Mushtaq <[email-masked]>
Sent: Sunday, March 5, 2023 1:28 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

Hi Aishwarya

I have studied the tickets. Kindly find my observations below.

First Case Study :

 Customer has returned the order and is expecting refund. He sent an email on 29th Nov 2021 asking for the refund amount expectation date. On 30th July 2022, the customer again topped up the email asking for the refund. The customer care executive reverted back on 30th July 2022 and requested the customer to wait for 7-14 business days for getting refund amount credited to his account.

Observation:

 The refund amount was initiated to the customer on 29th Nov 2021, however customer has not received the amount yet. The customer is waiting for his refund for last 8 months. For refund not being processed within time limit, the customer seems to be disappointed with the company and its services.

What should have been done:

The refund should have been transferred into customers account within time limit. The handler of the case should have checked if the customer got his refund in time. If not, the case should have been escalated on top priority and refund should have been transferred asap. Company would have gained a happy customer who will probably give more business in future.
Also no apology email for inconvenience was seen in the chat.

Second case study:

Customer has received the refund of a particular product but the refund amount was not the exact amount he expected. Customer inquired about the same.

Observation:

Customer is expecting refund amount to be the same he paid after using a coupon. He ordered 8 products, applied a coupon which gave him some discount. The coupon applied discounted the total amount rather than some percentage from each product.

What went wrong:

The customer case executive mentioned "we are sorry for the delay and refund amount will be transferred within mentioned time limit", however there was no delay and the refund amount was already transferred .
The customer expected more refund amount considering a discount of 30 SAR on 8 products which equals 3.75 SAR on each product.
Customer care executive should have informed that the discount was on the total amount rather than a single product if the policy is same.
Otherwise should have communicated with the team on the discount policy and if in favour of the customer,  should have initiated refund if the discount was on each product separately.

Regards
Munaza Mushtaq

On Sat, 4 Mar, 2023, 2:03 pm Aishwarya Jaiswal, <[email-masked]<mailto:[email-masked]>> wrote:
Dear Munaza,

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