Subject: Fw: QA -Test
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Wed, 22 Mar 2023 08:13:32 +0000

reject
________________________________
From: Meghna Dixit <[email-masked]>
Sent: Tuesday, March 21, 2023 8:21 PM
To: Aishwarya Jaiswal <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Re: QA -Test

Hi Aishwarya,

I analysed both the cases and here are the observations:
In case 1st - Refund Issue (Date - 07/30/2022)
Customer was waiting for his refund of amount SAR 135.00. Agent informed to the customer that we have already processed it on 11/29/21 to your original payment method.
Here, Customer was facing the refund issue since 8 months. With refund date, an Agent also need to informed to the customer that "please check with your bank as we have already processed it" and can also share the transaction id/reference number with the customer.

In case 2nd - Refund Issue ( Date - 07/30/2022)
Customer applied some coupons of 30 SAR to purchase an items but soon he returned back to the merchant as he received a different product than the one he ordered. Here, Customer received the refund of amount SAR 44.54 on 07/28/2022 but as per Customer there's a discrepancy of 5.5 SAR.
Agent informed to the Customer that this is due to non-refundable coupons but customer returned the product as he received a different item/product so in this case Agent need to apologize and should offer some kind of courtesy credit or any promotional offer for the next purchase to the customer so that he'll stay with us as a loyal customer.

Thanks & Regards,
Meghna Dixit
Mob. No. 9654470745

On Tue, 21 Mar 2023, 14:42 Aishwarya Jaiswal, <[email-masked]<mailto:[email-masked]>> wrote:
Dear Meghna,

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.

Thanks
Regards,
Aishwarya
LiveSalesman