Subject: TID_16815522_The Rolling Stones_15/06/2018_GB_ Substituted in error
From: Stephen Blake <[email-masked]>
To: Charanjit Singh Sandhu <[email-masked]>, Kritika Mirchandani <[email-masked]>, "[email-masked]" <[email-masked]>, Ashwinee Latchayya <[email-masked]>
Cc: Brian Sexton <[email-masked]>
Date: Fri, 17 Aug 2018 15:01:16 +0000

Hi All,

We were flagged this case from Tier 3 agents and management. Agents from other departments who made mistakes on it have already been spoken with. Sankarshan, Sidje, Ritish, and Pallavi all made errors and poor decisions in dealing with this case that will need to be addressed to ensure that they are never repeated.  The transaction was substituted in error but the four agents did not pick up on this and sent incorrect emails to the seller over the course of two months. The seller had provided proof that tickets had been delivered to the buyer and their queries were never properly addressed.

Ritish sent three holding emails that said the same thing just rephrased-absoultely nothing.  Can he be asked to explain why he sent three holding emails instead of actually addressing the sellers queries? His case notes need to be addressed also “emailed with the working” and “emailed with the feedback” should not be used in case notes as those phrases do not make much sense.

Sankarshan should have picked up on the fact that it was subbed in error as the seller provided proof of delivery in the previous email they sent.

Sidje sent several emails that made no sense, as the seller had already provided proof of delivery to the buyer. Sidje also advised the seller that they would be charged £40. Agents should never inform sellers of the amount they are to be charged. One of Sidjes work items acknowledge that the tickets were deliverd to the buyer before the order the order was substituted but it looks like Sidje never forwarded this to be queried with a TL, can you ask them why this was never flagged to their TL?

Pallavi also never picked up on the fact that the seller should have been payed and her poor email etiquette will need to addressed as it is very unprofessional:

Can you please take the time to go through this with the agents and use it as an example of what never to do when dealing with a customers query? This case was a mess and will put people off using our platform if mistakes like these are not addressed. It could have been avoided if agents read all case notes thoroughly before taking action. We will await your feedback.

Thank you
Stephen Blake
Outsourcing- India