Subject: Fwd: Feedback for Ticket ID - 1430159
From: Deeksha Dadu <[email-masked]>
To: Seeta Seeta <[email-masked]>
Date: Tue, 20 Oct 2020 12:44:20 +0000

Sent from my iPhone

Begin forwarded message:

From: Akshay Berry <[email-masked]>
Date: 20 October 2020 at 18:05:47 GMT+5:30
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: "mustehsan.siddiqui" <[email-masked]>, Jessie Caparas <[email-masked]>, Escalations Dxbteam <[email-masked]>
Subject: Feedback for Ticket ID - 1430159

Hi Saurabh,

Hope you are doing well!

We came across another scenario wherein the agent is sending repetitive replies and not providing a solution to the customer.

It was a simple return request which the customer raised but the agent was not able to provide a solution until today after I came across this issue and resolved from my end. Below are the findings.

  1.  The customer sent an email to us on August 27th mentioning that the order is delivered and she wants to return some items.
  2.  Agent asked her to confirm if she has received, wherein the customer already mentioned.
  3.  Did not provide the return options to the customer.
  4.  Kept on insisting about the order status to be changed, wherein the agent should have created the return request after confirming the item(s) to be returned.
  5.  Nobody escalated the case to us to assist which resulted the case being pending for almost 2 months.

It is very disappointing that this is getting repeated even after highlighting these issues time and again. Would really appreciate if you can take this up with the team to avoid such issues.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

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