Subject: Fw: QA-Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Fri, 17 Mar 2023 12:57:22 +0000

please set up interview with him for tuesday with Saurabh. Give him Saurabh's caledly link please and ask him to fix a time for next week, anytime after Monday whenever he sees availability. ask this guy to let u know when he has booked it.
________________________________
From: ANUJ KUMAR <[email-masked]>
Sent: Friday, March 17, 2023 5:14 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA-Test

Hello,

I've completed the test and analyzed the two tickets. Following is my analyzation and answer to what could have been done better on the queries-

Case 1 - As per the observations derived from the email thread, the customer is infuriated with the delay in receiving the refund. It dates back to 29 Nov-21 when it was declared in the email delivered to the customer that it is under process. Since then, the customer might or might not have received the refund. A new email thread is generated in Jul-2022 to enquire about the same.

So, the agent instead asking the customer to re-check with the bank if the bank refund has been processed, he is again refunding the customer of the same amount with backdate and asking the customer to wait for 7-14 working days to get the process completed which is not an ethical practice. If the refund had not been processed, he should have executed that with the correct date on which the transaction was generated by the agent.

Case 2 - In the initial analyzation it is observed that the total billing amount is not visible on the email thread, due to which it cannot be aptly concluded if the customer has been incorrectly refunded or not.

If the customer is putting his statements correctly, then it is to note that 30 SAR discount was not refunded to the customer for the 8 items. So, the agent who had mentioned 5.4545 SAR value for each item is incorrect.
If we take discount value for each product then it comes as 3.75 SAR which had to be mentioned to the customer in place of the former.

The rest of the billing amount of 44.5 SAR has been refunded to the customer.

Regards
Anuj Kumar
+91-9560915157

On Thu, 16 Mar 2023 at 18:15, Aishwarya Jaiswal <[email-masked]<mailto:[email-masked]>> wrote:
Dear Anuj,

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