Subject: Re: Urgent !!!Freshdesk KB updated.
From: Deeksha Dadu <[email-masked]>
To: Pritish Nandi <[email-masked]>, bombshell <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Fri, 11 May 2018 17:49:24 +0000

Thanks Pritish

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Friday, 11 May 2018 at 10:16 PM
To: bombshell <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Urgent !!!Freshdesk KB updated.

Also-  I would be updating the KB for any new information. Please do keep checking the freshdesk so that you are up to date with the process and procedures.

Regards,
Pritish

________________________________
From: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
To: "bombshell" <[email-masked]<mailto:[email-masked]>>
Cc: "deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, May 11, 2018 10:10:59 PM
Subject: Urgent !!!Freshdesk KB updated.

Hi Team,

I have updated the KB for Bombshell about the Global E support.

Please go through this and get to know how you need to escalate the queries to Global E.

@all - This is very important you follow the procedure shared in the KB to avoid any further complaint from Global E.

https://lsmindia.freshdesk.com/solution/folders/24000005390 <https://lsmindia.freshdesk.com/solution/folders/24000005390>

Escalations should be sent over to us at [email-masked]<mailto:[email-masked]>

You can only call Global E when it is very urgent.

Also you need to share the ticket with them which you are escalating  so that they can update you in it.

Below is the process which needs to be followed without fail.

1. Write an email to Global E team about the issue.

[https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24024663389/original/XKkWw8P7lNhhi-UKm_lokdNpBkKMYlLefA?1526055931]

2. Once this is done you need to write a note in the Shopify order and also in Global E platform about the escalation and inform the customer that you are checking this and would get back to them as soon as possible.

3. The Global E Team is in UK and would respond back to you within 24 hours.

GLOBAL-E INTERNAL SUPPORT

These are for internal use only and NOT to be given out to end customers please.

General Enquiries

CS Agents

Email: [email-masked]<mailto:[email-masked]>

Phone: +44 203 129 6668

Escalation Level 1

CS Team Leaders

Email: [email-masked]<mailto:[email-masked]>

Phone: +44 203 129 6668

Escalation Level 2

CS Manager

Email: [email-masked]<mailto:[email-masked]>

Phone: +44 203 129 6805

Escalation Level 3

Director of CS

Email: [email-masked]<mailto:[email-masked]>

Phone: (1) 646 503 1181

Regards,
Pritish Nandi