Subject: Fwd: [REMINDER] - CIAN Notes
From: Viney Stan <[email-masked]>
To: Afshan Chaudhary <[email-masked]>, Ahmed Basha Shaik <[email-masked]>, Hemant Chahar <[email-masked]>, Adheesh Rawat <[email-masked]>, Jatin Kumar <[email-masked]>, Miriam Rosario <[email-masked]>, Sarthak Joshi <[email-masked]>, Ajay Das <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Fri, 15 Jun 2018 10:09:02 +0530 (IST)

Hi Guys, 

Please make sure that your CIAN notes are upto the mark. We need to provide detailed information and you need to make sure that you are formatting the text properly. 

In case you have any doubts regarding CIAN notes I am happy to help. 

Kind regards, 
Viney Stan 

From: "brian sexton" <[email-masked]> 
To: [email-masked] 
Cc: "Maiwenn Gouthe" <[email-masked]>, "robert cosgrove" <[email-masked]>, "virat" <[email-masked]>, "Urvika Chaudhary" <[email-masked]>, "Viney Stan" <[email-masked]>, "Subhojit Hati" <[email-masked]>, "kritika" <[email-masked]>, "Sagar Seth" <[email-masked]>, "Ashwinee Latchayya" <[email-masked]>, "Worchuirin" <[email-masked]> 
Sent: Thursday, 17 May, 2018 21:26:17 
Subject: [REMINDER] - CIAN Notes 

	

REMINDER 

DATE 	

17/5/2018 

TOPIC 	

CIAN Notes 

DETAILS 	

CIAN Notes are an essential part of understanding what is going on in a case. 

We need agents to clearly explain what the customer’s issue is, what has happened so far, what the agent has investigated, what they have done and what needs to happen next in every CIAN note. 

CIAN notes should be typed by the agents, each line in the note should be relevant to the case. Agents should not be copying and pasting lines of text into every CIAN note if the case is complex. 

If you are sending a standard blurb to a buyer a simple CIAN note will work. 

If agents are following up multiple times on a case they must update the CIAN note accordingly. 

When you are escalating a case to your TL you must name them in the CIAN note. You must mention if the case has been flagged to us and you are awaiting an update. You also must mention if a case has been sent to another department to investigate. 

Here is an example of CIAN notes for when a buyer wants to update their delivery address but the order is Pending User Entered Tracking: 

Seller Support have responded to the email and they have updated the address: