Subject: Re: Audit feedback
From: Phaedrus Arif <[email-masked]>
To: Abhishek Dalal <[email-masked]>, Harsh Sharma <[email-masked]>, Nushat Hashmi <[email-masked]>
Cc: Kaeiara Blythe Delfino <[email-masked]>, Deeksha Dadu <[email-masked]>, Pritish Nandi <[email-masked]>, Vimal Tewari <[email-masked]>, Arjun Hurry <[email-masked]>
Date: Wed, 13 Jan 2021 21:58:12 +0530

@Abhishek Dalal <[email-masked]> ZD  98262  You only cancelled
one AS and there was another AS of CL still active, why didn't you cancel
the other one? Did the cx only want to cancel one AS?

@Abhishek Dalal <[email-masked]> Nushat told me you informed
him that we need CC details only when the order amount is above $199... can
I ask who trained you on this? Are you not aware of our payment options??

@Abhishek Dalal <[email-masked]> ZD 98269 There is an active
auto-ship on this customer's name, did you not have enough time to use the
name filter to cross check ??

@Abhishek Dalal <[email-masked]>  ZD 97578 You simply needed
to share the exchange instructions on this one without escalating it to
Deb, did you even go through the trail mail??

@Nushat Hashmi <[email-masked]>  ZD 98289 You needed to
explain the monthly cut-off date of auto-ship subscription which is one in
every 24 days, please check my response.

Thanks
Arif
Cheers to life :-)

On Mon, Jan 11, 2021 at 9:57 PM Phaedrus Arif <[email-masked]> wrote:

> @Harsh Sharma <[email-masked]> ZD  98185  Please be informed
> shipping is not free on subsequent auto-ship orders, be it domestic or
> international... Make sure to give the same info to cx in the future.
>
>
>
> Thanks
> Arif
> Cheers to life :-)
>
>
> On Fri, Jan 8, 2021 at 9:56 PM Phaedrus Arif <[email-masked]> wrote:
>
>> @Vimal Tewari <[email-masked]> Were you able to create an
>> account on "Shopify" Please confirm and let me and Dr Sam know.
>>
>> @Nushat Hashmi <[email-masked]> ZD  98163  May I ask where
>> did you find the information of referral discount being credited to PayPal
>> account? Please check my response.
>>
>> Thanks
>> Arif
>> Cheers to life :-)
>>
>>
>> On Wed, Jan 6, 2021 at 9:59 PM Phaedrus Arif <[email-masked]>
>> wrote:
>>
>>> @Harsh Sharma <[email-masked]>  Ticket #97991 When you
>>> reinstate a cancelled auto-ship, then please make sure the CC # reflects on
>>> the auto-ship page after enabling it and going back again to verify.
>>>
>>> @Vimal Tewari <[email-masked]> EH-202101050014-588325 You
>>> cancelled the AS but did not inform the customer about the recent order
>>> shipped, please do it so the cx doesn't come back firing at us.
>>>
>>> @Abhishek Dalal <[email-masked]> ZD 98048 Her last order
>>> has the correct expiration, you could have simply updated the expiration
>>> date on the auto-ship page. Please stay informed about such situation for
>>> your future reference.
>>>
>>> @Harsh Sharma <[email-masked]> ZD 98061 In such situations,
>>> we could also share a 10% discount link without escalating it to Deb.
>>>
>>> @Harsh Sharma <[email-masked]> ZD 98024 Please check my
>>> response for your future reference.
>>>
>>> Thanks
>>> Arif
>>> Cheers to life :-)
>>>
>>>
>>> On Fri, Jan 1, 2021 at 9:56 PM Phaedrus Arif <[email-masked]>
>>> wrote:
>>>
>>>> @everyone:  EH-202012300020-099330 This customer emailed on Gmail 1
>>>> day ago and no one has even bothered to answer or reply to this customer. I
>>>> see the emails after this one responded to but this one was particularly
>>>> left out. Could you all answer why???
>>>>
>>>> @Harsh Sharma <[email-masked]> Chat with Abraham : We do
>>>> not take financial info on chat or email, it needs to be processed only
>>>> over the phone. May I know if you checked with someone in the office if you
>>>> could ask for the CVC of credit card?
>>>>
>>>> @Nushat Hashmi <[email-masked]> ZD97922  Please put the
>>>> name of the supplement when you use the template as the response looks to
>>>> be copy-pasted.
>>>>
>>>> @Abhishek Dalal <[email-masked]> ZD 97941 : The auto-ship
>>>> subscription was supposed to be cancelled as per the customer's request.
>>>> Please make sure to cancel and then pitch for anything else.
>>>> No notes updated either??
>>>>
>>>> @Harsh Sharma <[email-masked]> ZD 97892 Please escalate
>>>> such situations to Deb as it could put her off from ordering in the future.
>>>>
>>>> Thanks
>>>> Arif
>>>> Cheers to life :-)
>>>>
>>>>
>>>> On Tue, Dec 29, 2020 at 9:58 PM Phaedrus Arif <[email-masked]>
>>>> wrote:
>>>>
>>>>> @Abhishek Dalal <[email-masked]> ZD  Ticket #97804  Ths
>>>>> customer was confused with gelatin and we simply needed to clarify the
>>>>> gelatin we use is plant-based but you shared the return instructions, were
>>>>> you not aware of this at all?
>>>>>
>>>>> @Kaeiara Blythe Delfino <[email-masked]> Ticket Ticket
>>>>> #97816 I am quite surprised with your reply, Kae. May I know on what
>>>>> grounds did you offer a 50% refund on an order which is more than a year
>>>>> old??
>>>>>
>>>>> @Nushat Hashmi <[email-masked]> ZD  Ticket #97845  The cx
>>>>> already confirmed by saying she would appreciate the STS price, what's the
>>>>> point on reconfirming... Please understand their expressions more clearly
>>>>> in such situations.
>>>>>
>>>>> Thanks
>>>>> Arif
>>>>> Cheers to life :-)
>>>>>
>>>>>
>>>>> On Thu, Dec 24, 2020 at 9:59 PM Phaedrus Arif <[email-masked]>
>>>>> wrote:
>>>>>
>>>>>> @Harsh Sharma <[email-masked]> Chat with Vicki Oberg
>>>>>> EH-202011051714-233633
>>>>>> You offered an exchange to which the customer agreed and later you
>>>>>> offered a 50% refund?? What were you thinking?? Did you read the customer's
>>>>>> response?? Please explain
>>>>>>
>>>>>> @Abhishek Dalal <[email-masked]> ZD Ticket #97762
>>>>>> What's the need to escalate to Deb, all you needed to do is share the
>>>>>> return instructions since the cx was responded by Dr Sam to not take the
>>>>>> supplement and it is still under the refund time frame?
>>>>>>
>>>>>> Thanks
>>>>>> Arif
>>>>>> Cheers to life :-)
>>>>>>
>>>>>>
>>>>>> On Wed, Dec 23, 2020 at 9:56 PM Phaedrus Arif <[email-masked]>
>>>>>> wrote:
>>>>>>
>>>>>>> @Nushat Hashmi <[email-masked]> ZD  Ticket #97432  The
>>>>>>> store credit is valid until one year from the date of purchase, just so you
>>>>>>> know. Thanks
>>>>>>>
>>>>>>> Thanks
>>>>>>> Arif
>>>>>>> Cheers to life :-)
>>>>>>>
>>>>>>>
>>>>>>> On Tue, Dec 22, 2020 at 9:59 PM Phaedrus Arif <[email-masked]>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with Debbie:
>>>>>>>> The cx left the chat and there was no response from your side for 3 minutes
>>>>>>>> after your last response... What got you stuck in sharing the link to
>>>>>>>> access her order history?
>>>>>>>>
>>>>>>>> @Nushat Hashmi <[email-masked]> Chat with Alia: Please
>>>>>>>> be informed we have a lot of merchant accounts on most of our supplements
>>>>>>>> name, so the customer could see any of those merchant accounts on their CC
>>>>>>>> statement. There are a few more like HFL/ Dr Sam Robbins/ Health Media Inc/
>>>>>>>> etc...
>>>>>>>>
>>>>>>>> @Harsh Sharma <[email-masked]>  Chat with Kim
>>>>>>>> McFarland: We need to ask the reason for auto-ship cancellation and offer
>>>>>>>> STS price if required to retain the customer but you didn't follow the
>>>>>>>> procedure. Any reason for it?
>>>>>>>>
>>>>>>>> Thanks
>>>>>>>> Arif
>>>>>>>> Cheers to life :-)
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, Dec 21, 2020 at 9:56 PM Phaedrus Arif <[email-masked]>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> @Nushat Hashmi <[email-masked]> Chat with Ahmad
>>>>>>>>> EH-202011260037-500139
>>>>>>>>> This customer asked to increase the quantity to 2 bottles per
>>>>>>>>> month and not the frequency, please check with this customer to reconfirm
>>>>>>>>> or email him letting him know that he will receive 1 bottle of each
>>>>>>>>> supplement every month. Please read the query carefully and check with the
>>>>>>>>> customer if he was referring to the frequency or the quantity.
>>>>>>>>>
>>>>>>>>> @everyone: ZD Ticket #97466  Why didn't anyone respond to this
>>>>>>>>> open ticket since the last 5 days???
>>>>>>>>>
>>>>>>>>> Thanks
>>>>>>>>> Arif
>>>>>>>>> Cheers to life :-)
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Wed, Dec 16, 2020 at 9:56 PM Phaedrus Arif <
>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>
>>>>>>>>>> @everyone: ZD  Ticket #97477 Someone marked this ticket as
>>>>>>>>>> pending without responding as well... @Vimal Tewari
>>>>>>>>>> <[email-masked]> Please check who did this and I will
>>>>>>>>>> ask Ashish to find out and let Deeksha know about this unacceptable
>>>>>>>>>> behaviour
>>>>>>>>>> Arif
>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> On Wed, Dec 16, 2020 at 9:54 PM Phaedrus Arif <
>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>
>>>>>>>>>>> @everyone: ZD  Ticket #97479  Why was this ticket not responded
>>>>>>>>>>> to??? Please let me know who was in shift at the time....
>>>>>>>>>>>
>>>>>>>>>>> Thanks
>>>>>>>>>>> Arif
>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> On Thu, Dec 10, 2020 at 9:56 PM Phaedrus Arif <
>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> @Vimal Tewari <[email-masked]> Could you please
>>>>>>>>>>>> share the email ids of the new agents please and share the feedback in the
>>>>>>>>>>>> interim.
>>>>>>>>>>>>
>>>>>>>>>>>> @nick: Chat with Michelle (EH-202012090014-399771): You must
>>>>>>>>>>>> inform the customer about the recent order shipped that has not been
>>>>>>>>>>>> delivered when a customer wants to cancel their auto-ship.
>>>>>>>>>>>>
>>>>>>>>>>>> @harry: Chat with Lawrence: Please direct the customers to
>>>>>>>>>>>> www.4hfl.com to place the orders online apart from offering a
>>>>>>>>>>>> phone order.
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Thanks
>>>>>>>>>>>> Arif
>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> On Tue, Dec 8, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> @Pritish Nandi <[email-masked]> ZD  Ticket #97187
>>>>>>>>>>>>> Please be informed the orders that are being placed through
>>>>>>>>>>>>> healthfitnesslongevity.com is from our new website and they
>>>>>>>>>>>>> are not accessible in UC so we need to escalate them to Deb for now as I
>>>>>>>>>>>>> have informed DSR and he is making some videos on how to access those
>>>>>>>>>>>>> orders, once it's available it will be shared with everyone.
>>>>>>>>>>>>>
>>>>>>>>>>>>> @Arjun Hurry <[email-masked]> Chat with Jorge:
>>>>>>>>>>>>> Please be informed the customer cannot make any amendment in their account,
>>>>>>>>>>>>> so directing them to update CC info will not work, it has to be
>>>>>>>>>>>>> done through the link or by calling us. Just letting you know.
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>> Arif
>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Thu, Dec 3, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with Leo
>>>>>>>>>>>>>> Hogberg Yilmaz: The cx left the chat since you didn't respond for around 3
>>>>>>>>>>>>>> minutes, what's your reason for this?
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with
>>>>>>>>>>>>>> Errol: Why ask her to email from the website and not escalating it to Deb
>>>>>>>>>>>>>> at our end? We are the customer service team so it's on us to escalate such
>>>>>>>>>>>>>> matters to Deb and create a ZD ticket.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> Chat with Ye Na
>>>>>>>>>>>>>> Chen: Please offer a callback to such customers apart from asking them to
>>>>>>>>>>>>>> call us as they might not bother calling us and we lose the sale.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Wed, Nov 25, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]> Chat
>>>>>>>>>>>>>>> with Robin: Your chat response upset the customer and it sounded quite
>>>>>>>>>>>>>>> personal, you could have simply stated the policy and not say much. If DSR
>>>>>>>>>>>>>>> comes across this chat, it could seriously piss him off. Please stick to
>>>>>>>>>>>>>>> the basic policies without getting too involved in it.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with
>>>>>>>>>>>>>>> Stacy Domer EH-202011060015-111478... You updated the
>>>>>>>>>>>>>>> shipping address on this order but the cx asked to update the address for
>>>>>>>>>>>>>>> future (Dec 2020) AS order...Please come up with a perfect excuse for this
>>>>>>>>>>>>>>> kind of repeated mistake as I would like to know what went wrong with you
>>>>>>>>>>>>>>> even after sharing so many feedbacks on amending future auto-ship
>>>>>>>>>>>>>>> orders?????? And of course, why bother updating UC notes????
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> ZD 96736 You
>>>>>>>>>>>>>>> reinstated the AS for this customer but didn't bother updating the new
>>>>>>>>>>>>>>> shipping address and the CC info also needs to be updated that you didn't
>>>>>>>>>>>>>>> check.
>>>>>>>>>>>>>>> I have explained this situation in the past to check the CC
>>>>>>>>>>>>>>> info if an auto-ship is being reinstated after a long time as the
>>>>>>>>>>>>>>> information is wiped out from our system. What's happening
>>>>>>>>>>>>>>> here??
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Tue, Nov 24, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> @team: Please be informed to refund the same day
>>>>>>>>>>>>>>>> international orders if they don't show up in ship station and there's no
>>>>>>>>>>>>>>>> tracking info in UC if a cx requests for cancellation.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> ZD 96626 The cx
>>>>>>>>>>>>>>>> wanted to confirm the price for a one-time purchase by putting a question
>>>>>>>>>>>>>>>> mark at the end, please check my response for your reference.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Fri, Nov 20, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> Zd  96506
>>>>>>>>>>>>>>>>> Please check my response for your future reference.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Thu, Nov 19, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD  96519
>>>>>>>>>>>>>>>>>> Please check my response for your future reference.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Zd 96518
>>>>>>>>>>>>>>>>>> You cancelled the wrong AS, instead of BSO you cancelled BPO. Please be
>>>>>>>>>>>>>>>>>> careful.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> On Wed, Nov 18, 2020 at 9:54 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]>
>>>>>>>>>>>>>>>>>>> EH-202011151414-533097 - What's the confusion here,
>>>>>>>>>>>>>>>>>>> when Dr Sam confirmed the order was updated, then you simply had to process
>>>>>>>>>>>>>>>>>>> the refund, if DSR or Deb would have processed the refund, it would show up
>>>>>>>>>>>>>>>>>>> in UC. Please make a note of it for future reference.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> On Tue, Nov 17, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> @everyone:  Ticket #96392 Please go through Dr Sam's
>>>>>>>>>>>>>>>>>>>> response as he is not happy with our generic responses, so please be
>>>>>>>>>>>>>>>>>>>> specific with the customers in the future.
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>> with Lee Blanchard: When a cx asks to confirm the order right after placing
>>>>>>>>>>>>>>>>>>>> an order online, please ask them to wait for a few hours as the orders
>>>>>>>>>>>>>>>>>>>> could take an hour or two sometimes to go through due to a technical delay.
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD 96371
>>>>>>>>>>>>>>>>>>>> Why was this not escalated to Deb as it's been unresponded to for such a
>>>>>>>>>>>>>>>>>>>> long time?
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> On Mon, Nov 16, 2020 at 9:58 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>> <[email-masked]> CHat with John: The
>>>>>>>>>>>>>>>>>>>>> label of our supplements have the most updated ingredient's list but you
>>>>>>>>>>>>>>>>>>>>> informed the cx the other way round. Please make sure website information
>>>>>>>>>>>>>>>>>>>>> updates could sometimes be delayed but the label will have the most
>>>>>>>>>>>>>>>>>>>>> accurate and updated ingredients list.
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>> 96360  You marked the ticket as solved but did not
>>>>>>>>>>>>>>>>>>>>> reject the order from AR and also didn't confirm the cx the order was
>>>>>>>>>>>>>>>>>>>>> cancelled. Please make sure to not miss such things again.
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> ZD Ticket
>>>>>>>>>>>>>>>>>>>>> #96402 If a cx was promised of a discount by us in the past, then no need
>>>>>>>>>>>>>>>>>>>>> to escalate to Deb, simply share the discount link with the cx.
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> On Fri, Nov 13, 2020 at 9:58 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>> with Sanaye Kumagai: You had to check the order  EH-202010090007-277929
>>>>>>>>>>>>>>>>>>>>>> and ticket ZD  96119 since everything was clearly
>>>>>>>>>>>>>>>>>>>>>> mentioned.
>>>>>>>>>>>>>>>>>>>>>> I m not sure why didn't you check this order or else
>>>>>>>>>>>>>>>>>>>>>> you could have resolved the customer's query. Please dig a little more when
>>>>>>>>>>>>>>>>>>>>>> you work on customer's multiple AS. Please check my response on ZD 96180
>>>>>>>>>>>>>>>>>>>>>> and let me know if you have any confusion.
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD Ticket
>>>>>>>>>>>>>>>>>>>>>> #96185 Please check my response.
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> Again a few
>>>>>>>>>>>>>>>>>>>>>> customers mentioned their calls are not being answered or some problem with
>>>>>>>>>>>>>>>>>>>>>> the phone lines. Missed chats again... I could only assume some issue with
>>>>>>>>>>>>>>>>>>>>>> your internet since it cannot be happening every day. Please speak with
>>>>>>>>>>>>>>>>>>>>>> your ISP as this could create a lot of problems for us with so many
>>>>>>>>>>>>>>>>>>>>>> customers complaining about their calls not being serviced appropriately.
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> ZD 96320 serviced
>>>>>>>>>>>>>>>>>>>>>> The cx asked to move the next AS to 04/01/2021 but you changed it to
>>>>>>>>>>>>>>>>>>>>>> 04/24/2024, a difference of 3 weeks... Could you answer why??
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>  Arif
>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> On Thu, Nov 12, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>> 96295 Normally we must cancel the future orders in
>>>>>>>>>>>>>>>>>>>>>>> such cases if a customer wants to return, so please make sure to cancel AS
>>>>>>>>>>>>>>>>>>>>>>> for such customers.
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD Ticket
>>>>>>>>>>>>>>>>>>>>>>> #96306  You only changed the year to 2099 of next
>>>>>>>>>>>>>>>>>>>>>>> AV order but didn't change the INS date and the AS still showed enabled
>>>>>>>>>>>>>>>>>>>>>>> until I cancelled it.
>>>>>>>>>>>>>>>>>>>>>>> Any reason for this mistake??
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> On Wed, Nov 11, 2020 at 9:58 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> I have been
>>>>>>>>>>>>>>>>>>>>>>>> observing a few customers complained their calls are not being answered
>>>>>>>>>>>>>>>>>>>>>>>> during your shift. If you are missing a call, are you not calling them
>>>>>>>>>>>>>>>>>>>>>>>> back? If Dr Sam comes to know about so much of call drops then we could be
>>>>>>>>>>>>>>>>>>>>>>>> in trouble.  Is there a frequent problem with your phone or internet
>>>>>>>>>>>>>>>>>>>>>>>> connection? We cannot afford to get so many complaints from the customers
>>>>>>>>>>>>>>>>>>>>>>>> about their calls not being answered.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> P.S. -2 chats were also missed during your shift.
>>>>>>>>>>>>>>>>>>>>>>>> Any reason for it?
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> On Mon, Nov 9, 2020 at 9:55 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>> EH-202010311042-455546
>>>>>>>>>>>>>>>>>>>>>>>>>  Ticket #95917: You cancelled only one
>>>>>>>>>>>>>>>>>>>>>>>>> subscription of this customer while his other auto-ship subscription was
>>>>>>>>>>>>>>>>>>>>>>>>> still active that you missed on checking...  Now he is firing back at us
>>>>>>>>>>>>>>>>>>>>>>>>> holding us responsible for the recent charge from his other AS
>>>>>>>>>>>>>>>>>>>>>>>>> EH-202011050006-133823. I had mentioned this
>>>>>>>>>>>>>>>>>>>>>>>>> during the training to check cautiously when cancelling any subscription if
>>>>>>>>>>>>>>>>>>>>>>>>> the customer has multiple subscriptions or not.
>>>>>>>>>>>>>>>>>>>>>>>>> Please be very careful when you work on AS orders
>>>>>>>>>>>>>>>>>>>>>>>>> as we cannot afford to make a mistake.
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>> On Sat, Nov 7, 2020 at 11:02 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks for the clarification.
>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>> On Sat, Nov 7, 2020 at 11:11 AM Abhishek Dalal <
>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> Hi Arif,
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> Chat with  Abdulla Boubshait: Yes i called cx
>>>>>>>>>>>>>>>>>>>>>>>>>>> but as per him he is geting $145 discount on our website. and we only
>>>>>>>>>>>>>>>>>>>>>>>>>>> providing him 10% discount which is around $39. So he said we will place an
>>>>>>>>>>>>>>>>>>>>>>>>>>> order from website.
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> However, I advised him to use chrome and clear
>>>>>>>>>>>>>>>>>>>>>>>>>>> browser's cache & cookies & told him for any further query he can call us
>>>>>>>>>>>>>>>>>>>>>>>>>>> or ask us to call him back.
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> Regards,
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> ------------------------------
>>>>>>>>>>>>>>>>>>>>>>>>>>> *From: *"Phaedrus Arif" <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>> *To: *"Abhishek Dalal" <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>> *Cc: *"Kaeiara Blythe Delfino" <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>, "Deeksha Dadu"
>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>, "Pritish Nandi" <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>, "Vimal Tewari" <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>, "Arjun Hurry" <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>> *Sent: *Friday, November 6, 2020 9:57:54 PM
>>>>>>>>>>>>>>>>>>>>>>>>>>> *Subject: *Re: Audit feedback
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>>>>> with  Abdulla Boubshait : Did you call the
>>>>>>>>>>>>>>>>>>>>>>>>>>> customer to place an order? I don't see any recent order.
>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>>> # 96096 Please check my reply and respond to
>>>>>>>>>>>>>>>>>>>>>>>>>>> the customers in the future in similar cases without escalating to Deb.
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> On Mon, Nov 2, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>>>>>> with  Kathy Philippi : She had a new auto-ship
>>>>>>>>>>>>>>>>>>>>>>>>>>>> where the shipping address had to be updated but you pulled her old
>>>>>>>>>>>>>>>>>>>>>>>>>>>> auto-ship subscription and change the address on the order but not on the
>>>>>>>>>>>>>>>>>>>>>>>>>>>> AS page. Please REMEMBER this, shipping address needs to be UPDATED ON
>>>>>>>>>>>>>>>>>>>>>>>>>>>> FUTURE auto-ship orders, not on the one that has been shipped. Please be
>>>>>>>>>>>>>>>>>>>>>>>>>>>> very careful in the future. Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>>>>>> with Robert Adler: FYI, You could process the
>>>>>>>>>>>>>>>>>>>>>>>>>>>> auto-ship order for the customers same day without further delay if they
>>>>>>>>>>>>>>>>>>>>>>>>>>>> are out of stock.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 30, 2020 at 9:41 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 95872  Please check my response for your
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> future reference. Sometimes, we don't need to escalate to Deb in such cases.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 95876  Please check my response as your reply
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> was not fully addressed to the cx concern.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 95158  Please check my response since you did
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> not reply to his concern on the shipping address.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Oct 29, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 95820 Please check my response and save the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> reply so you could use that in the future for similar queries.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Tue, Oct 27, 2020 at 9:57 PM Phaedrus Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>  Ticket #95313 I
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> asked you a question on this ticket but you simply responded with
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> "acknowledged". I would like to know how did you figure out the order has
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> been cancelled/refunded and asked the customer to place a new order?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Tue, Oct 27, 2020 at 9:54 PM Phaedrus
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Arjun Hurry <[email-masked]> Thank
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> you for taking the responsibility, please make sure to later email the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> customer just to build trust with the customers if such things happen.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Mon, Oct 26, 2020 at 10:14 PM Arjun
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Hurry <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Arif - I think I had a concurrent chat on
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> another process and missed this one. This is my error.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> ------------------------------
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *From: *"phaedrusrf" <[email-masked]
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *To: *"kaeiarablythedelfino" <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *Cc: *"Deeksha Dadu" <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>, "Pritish Nandi" <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>, "Vimal Tewari" <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>, "Abhishek
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Dalal" <[email-masked]>,
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> "arjun hurry" <[email-masked]>,
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> "Dimpy Chawla" <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *Sent: *Monday, 26 October, 2020 22:01:13
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *Subject: *Re: Audit feedback
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> @Abhishek
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Dalal <[email-masked]>  Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> #95313 Kae, please check your confusing
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> response about placing 2 orders where the customer placed only 1 order but
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> repeated the items that should have been clearly mentioned to him.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Abhishek - Where did you confirm the order
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> was cancelled as the payment still shows processed without any refund
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> update?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Arjun Hurry <[email-masked]> Saw
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> an unattended chat from p. Lynn What
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> happened at the time?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> ZD 95607
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> You did not address the queries of the customer and straightaway escalated
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> to Deb, please check my response and let me know if you have a confusion.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> ZD 95679
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Please check my response for your reference.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @everyone: BFO is back in stock, so please
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> inform the customers accordingly.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 23, 2020 at 9:59 AM Phaedrus
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks for the update.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Oct 22, 2020 at 10:16 PM Kaeiara
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Blythe Delfino <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> I spoke to customer over the phone.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Initially in chat she said she wants AV instead of BFO.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cx still have so many stocks (BFO) ..
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Then, she requested for next AS it will be both AV and BFo but for 5 months
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> duration..So thats why next auto order would be april then 5 months
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> frequency.Notes has been updated.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 23, 2020, 12:28 AM Phaedrus
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>  EH-202010210009-299050
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> This customer wants 3 BFO and 3 AV from next AS, I only see the request to
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> change the  3 BFO to 3 AV but
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> not sure, if the cx also wanted to
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> continue with BFO and AV?? Please clarify since the notes are not clear.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Oct 15, 2020 at 10:01 PM
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Phaedrus Arif <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Vimal Tewari
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> Chat with
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Saad: We need to inform the customer to check the ingredients list on the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> website and check with their country's customs if any ingredient is banned
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> as there could be certain herbs that
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> are legal in the US but may be illegal in the EU or elsewhere and we cannot
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> be held accountable for it.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> #95309 When you reinstate an auto-ship subscription, please save the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> changes and go back again to the auto-ship page to confirm if the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> credit card info is reflecting or if
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> it's wiped out. We need to inform the customers to update CC info if the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> information is not available. CC info may be wiped out
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> when a customer's AS subscription is
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> deactivated for more than a month.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Wed, Oct 14, 2020 at 10:00 PM
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Phaedrus Arif <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 95269  Please escalate such cases to
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Deb as there are certain orders that are being placed on a new website and
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> we do not have the access of those orders, so we need to escalate to Deb to
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> look into them.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Wed, Sep 2, 2020 at 10:50 PM
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Kaeiara Blythe Delfino <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> for customer zelemae, she said why i
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> am being charges for shipping. so i thought she was charged already for
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> shipping. later part only she mentioned that she is about to place order.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> will take note.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Sep 3, 2020, 12:27 AM
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Phaedrus Arif <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Zelemae
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 11:49 PM
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> I am ordering four different items.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> The total amount is over $100.00. On your site there is a free shipping for
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> over $100. Why am I being charges for shipping?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> You need to read the customer's
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> initial message first before providing irrelevant information from previous
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> orders.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>  - 3 chats were missed during your
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> shift, please make sure your internet connection is working ok, also did
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> you email these customers whose chats were missed to check on what
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> assistance did they need?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> #93791 Please check my response for your future reference so you don't have
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> to escalate
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> this to Deb every time.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> ZD #89648 You need to specifically
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> inform the customers we do not refund shipping and handling
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> that you missed out in your
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> response. Please be careful.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>  Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> #93758 You simply needed to share the return instructions
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> as we could pull the order using
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> the email ID..no need to reconfirm...
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> good job with canceling the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> auto-ship subscription
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> P.S. - @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> @Vimal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Tewari <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Please follow up on the old
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> declined orders as well... There are international orders on which you need
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> to follow up during the local business hours and I see no one followed up
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> on this order EH-202008280346-111265
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> since 08/28...this also includes agents logged in during morning and
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> afternoon shifts...
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>