Subject: Re: Urgent !!!Freshdesk KB updated.
From: Ashish Kumar <[email-masked]>
To: deeksha <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Bombshell <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 12 May 2018 13:13:20 +0530 (IST)

Thanks Sir! 

Regards! 
Ashish Kumar 

From: "deeksha" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Bombshell" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Friday, 11 May, 2018 23:19:24 
Subject: Re: Urgent !!!Freshdesk KB updated. 

Thanks Pritish 

From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Date: Friday, 11 May 2018 at 10:16 PM 
To: bombshell < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >, Saurabh Dadu < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "bombshell" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "saurabh" < [ mailto:[email-masked] | [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 [ mailto:[email-masked] | [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. 

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: [ mailto:[email-masked] | [email-masked] ] 

Phone: +44 203 129 6668 

Escalation Level 1 

CS Team Leaders 

Email: [ mailto:[email-masked] | [email-masked] ] 

Phone: +44 203 129 6668 

Escalation Level 2 

CS Manager 

Email: [ mailto:[email-masked] | [email-masked] ] 

Phone: +44 203 129 6805 

Escalation Level 3 

Director of CS 

Email: [ mailto:[email-masked] | [email-masked] ] 

Phone: (1) 646 503 1181 

Regards, 
Pritish Nandi