Subject: FW: QA Summary: November 20, 2017
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Mon, 20 Nov 2017 09:34:01 +0000

Hi all,

Moving forward, if we are not able to get in touch with someone upon fraud call, we will NOT decline it right away. We have something call fraud stage 1 in zen desk macros which basically says that we are trying to get in touch with the buyer on the number given. We must wait for the buyer’s response (how long of course depends on when the check-in is) and if there is no reply, we should send fraud stage 2 to decline the booking.

Please let me know if anyone has any doubts.

Regards,
Deeksha
From: Levs Padilla <[email-masked]<mailto:[email-masked]>>
Date: Monday, 20 November 2017 at 2:32 PM
To: Jay Hameed <[email-masked]<mailto:[email-masked]>>
Cc: roomer india <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Jaycel Isip <[email-masked]<mailto:[email-masked]>>
Subject: QA Summary: November 20, 2017

Hi All,

Please see the QA Summary for November 19, 2017

        QA - 11/19/2017

Total transaction       13      Percentage
Fraud process   0       0.00%
ADMIN TAG       0       0.00%
wrong status    0       0.00%
incorrect info  0       0.00%
process 1       7.69%
Comments        0       0.00%
Total transaction with mistakes 1       7.69%
SLA     10%

Total Protection/ Cancellation  8       Percentage
Comments        0       0.00%
process 0       0.00%
Wrong status    0       0.00%
Total Protection/ cancellation with mistakes    0       0.00%
SLA     5%%

Reservation     8       Percentage
Doesn't match confirmation email        0       0.00%
Process 1       12.50%
Wrong Status    0       0.00%
Incorrect MP    0       0.00%
Total reservation with mistakes 1       12.50%
SLA     5%

Tickets 38

ID      0       0.00%
TAGS    2       5.26%
Process 1       2.63%
Merge   0       0.00%
reply time      0       0.00%
Grammar 0       0.00%
Content/ Roomer Etiquette       0       0.00%
Information     0       0.00%
Total Tickets With Errors       3       7.89%
SLA     10%

Transaction
Shift Nov 19
91355   Did a fraud call but no response. We should have sent the Fraud stage 1 first before denying the booking. The fraud stage 2 was not sent too instead a manually created emal was sent to the buyer
        Process
Protection
Shift Nov 19
0
Reservations
Shift Nov 19
44995726        EAN Room type not selected
        Process
Tickets
Shift Nov 19
142067  Partner Tag should be clearTrip
        TAG
142055  The email that should be sent to this buyer is fraud stage 2: this is a Forter not review buyer, did not respond to fraud call therefor fraud stage 1 should be sent to make the buyer know that we are trying to contact them. If in the event the buyer still did not respond then Fraud Stage 2 should be sent. Forter Not review are treated as Fraud if we are unable to find links or no response from the buyer when we do Fraud call check.

This was also tagged as Problem at name change while this is a Tourico Transaction, not a P2P.
        Process and Tag

Regards,

Levz