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: Thu, 14 Jan 2021 21:50:06 +0530

@Abhishek Dalal <[email-masked]> @Nushat Hashmi
<[email-masked]> Thanks for the clarification on CC info doubt,
please let me know if you have a further concern on this matter.

@Vimal Tewari <[email-masked]> ZD 98303 Could you show me the cx
order of 3 BFO that she wants to exchange with CL for? Is it on Shopify?? I
couldn't find any order at UC.
Could you also please share the login details and the link to Shopify so I
could access the orders from there?

@Nushat Hashmi <[email-masked]>  ZD 98310 Did you inform
Jessica about the address update??

Thanks
Arif
Cheers to life :-)

On Wed, Jan 13, 2021 at 9:58 PM Phaedrus Arif <[email-masked]> wrote:

> @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-202011151414-5330
>>>>>>>>>>>>>>>>>>>> 97 - 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 :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>