Subject: Ticket Audit HFL (Compliance)
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>, Shagufa Anam <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Wed, 26 Jan 2022 05:23:34 -0700 (MST)

Hi Team, 

Please find the details of the analysis done for the tickets handled for HFL : 

Ticket Number 	Audit Details 	Comments (Response was correct or not and what could have been done) 
113914 	Shagufa created a ticket for the Declined AR transaction and e-mailed to customer 	Response was correct 
113513 	Cx e-mailed for refund for an order/transaction which he did not authorize 	Case was escalated to Deb by Jason however need to follow process and e-mail Cx saying that for 2nd autoship which is shipped we do not refund in monitory terms and he can replace products with others/we can provide store credit 
113913 	Cx contacted via chat to get update on the order placed 	Response was correct and Shagufa e-mailed customer the status of the order and advised tracking details not generated as product has not been shipped yet 
113904 	Cx e-mailed to know the country of origin for the ingredients used 	Response was correct (Harsh escalated the case to Deb who replied customer and answered his query) 
113901 	Cx called Support to waive off the shipping charges for 4 products ordered on AS 	Response not correct(For AS orders we do not offer free shipping at all) 
113899 	Cx asked about recommended dosage of supplements and wanted to know if he could have it with meals 	Response not correct(It was very basic question and should have e-mailed to customer how to take the recommended dosage as it is perfectly fine to take the pills with meals as we have seen some people have minor side effects when they take pills on empty stomach) 
113886 	Cx e-mailed as he was unable to order with 10$ discount coupon which he recdyesterday 	Response was correct (Harsh escalated the case to Deb who refunded him 10$ to his credit card to compensate) 
113884 	Cx e-mailed as he did not recd. His parcel for the products ordered 	Response was correct (Harsh escalated case to Deb internally ) 
113863 	Cx called in as he did not recd the product ordered 	Response was correct (Shane escalated it to Deb to investigate the issue) 
113912 	Cx e-mailed as he did not recd wrong order 	Response was correct (Harsh escalated case to Deb internally ) 
113798 	AR (unprocessed order) ticket 	Response was correct (Harsh followed the process and did follow up twice and then rejected the order and advised customer to place a new order ) 
113799 	AR (unprocessed order) ticket 	Response was correct (Harsh followed the process and did follow up twice and then rejected the order and advised customer to place a new order ) 
113879 	Cx contacted support as his order was shipped late and was looking for compensation for the same and also mentioned he had 10% off offer on this order 	Response was correct (Jason escalated to Deb with the details who refunded him 5% back to his credit card) 
113877 	Cxcalled in to check the status of the order placed as it was delayed. 	Response was correct (Jason escalated case to Deb and also e-mailed the tracking no to check the status) 

Thanks and Regards, 
Amit