Subject: RE: US Cancellation Error Again - 16278103
From: Brian Sexton <[email-masked]>
To: Viney Stan <[email-masked]>
Cc: Charanjit Singh <[email-masked]>, Worchuirin <[email-masked]>, Sagar Seth <[email-masked]>, kritika <[email-masked]>, Anurag Pradhan <[email-masked]>, Mansi Chhabra <[email-masked]>, Virat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>, Anna Jeanne <[email-masked]>
Date: Wed, 3 Oct 2018 10:37:36 +0000

Hi Viney,

If buyer requests refund or cancellation by email and they are eligible it will automatically be escalated to payments.

But, if it has not been escalated automatically the agent can do it.

Kind regards,
Brian

From: Viney Stan <[email-masked]>
Sent: Wednesday 3 October 2018 11:29
To: Brian Sexton <[email-masked]>
Cc: Charanjit Singh <[email-masked]>; Worchuirin <[email-masked]>; Sagar Seth <[email-masked]>; kritika <[email-masked]>; Anurag Pradhan <[email-masked]>; Mansi Chhabra <[email-masked]>; Virat Joshi <[email-masked]>; Urvika Chaudhary <[email-masked]>; Anna Jeanne <[email-masked]>
Subject: Re: US Cancellation Error Again - 16278103

Hi Brian,

The agent here got confused and thought that in case  buyer does not ask for refund we just escalate it to the payments team.

I have attached the screenshot of the email. He thought important note to be a header and the bullet points under it as steps to be followed in such scenario.

I have however shared the feedback with the agent and informed every agent that in such case we just need to respond to the query and not escalate to the payments.

As per the email we have no guideline what needs to be done in case buyer is chasing refund over the emails. Can you please inform what needs to be done in such case?

Kind regards,
Viney Stan

________________________________
From: "brian sexton" <[email-masked]<mailto:[email-masked]>>
To: "Viney Stan" <[email-masked]<mailto:[email-masked]>>, "Charanjit Singh" <[email-masked]<mailto:[email-masked]>>, "Worchuirin" <[email-masked]<mailto:[email-masked]>>, "Sagar Seth" <[email-masked]<mailto:[email-masked]>>, "kritika" <[email-masked]<mailto:[email-masked]>>, "Anurag Pradhan" <[email-masked]<mailto:[email-masked]>>, "Mansi Chhabra" <[email-masked]<mailto:[email-masked]>>
Cc: "viraat" <[email-masked]<mailto:[email-masked]>>, "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "Anna Jeanne" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 3 October, 2018 14:39:15
Subject: US Cancellation Error Again - 16278103

Hi all,

Please review this with Om, again an agent has made an error with US cancellation and this has gone up to upper management.

That was the buyer’s message, they did not ask for cancellation but Om proceeded to escalate to payments for US cancellation.

Please only follow US cancellation process if the buyer requests cancellation/refund and the banner is visible on CSL.

Please make sure all the agents are aware of this, announce it again, we cannot have people making the same mistake, it will be picked up every single time by payments and flagged every time.

Kind regards,
Brian Sexton
Outsourcing – Leadership Program
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