Subject: RE: Feedback for Ticket ID - 1430159
From: Jessie Caparas <[email-masked]>
To: seeta.seeta <[email-masked]>, Akshay Berry <[email-masked]>
Cc: deeksha <[email-masked]>, Saurabh <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Wed, 21 Oct 2020 06:20:23 +0000

Hi Seeta,

The customer’s first email already stated that order has been received and has clearly stated help was needed for a return request – agent didn’t need to double check to confirm.

The return request went through even if the order status wasn’t updated as delivered – why didn’t the agent check?

If the agent updated the google sheet for cancellation and there has been no update – why was this not raised to us?

Also, the case went on for 2 months which is completely unacceptable. If the agent did the due diligence, the case shouldn’t have dragged for so long.

These are the actual facts we should be looking into and also, the experience has been greatly impacted because it took a very long time to resolve the issue and the replies sent by the agent are repeated.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Seeta Seeta <[email-masked]>
Sent: Tuesday, October 20, 2020 7:27 PM
To: Akshay Berry <[email-masked]>
Cc: deeksha <[email-masked]>; Saurabh <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>; Jessie Caparas <[email-masked]>
Subject: Re: Feedback for Ticket ID - 1430159

External email sender, please take precaution.
Hi Akshay,

I see this case. It is our understanding that the order the customer was referring to was in "ready to ship" status in Hybris. Since the customer was talking about returning, the agent wanted to be double sure she received it and wanted to return, and did not mistakenly mean to cancel. We understand that we need to have better communication with customers but please see the facts of the case below:

- As the order status was In Progress, so the agent was unable to raise any return request as the Hybris will not gonna allow him that was the only reason he didn't provide the return policy to the customer.

- As per the escalation process for the order updation, the agent did put the case on the same day when he replied to the customer on Order Cancel/Updation Sheet in Row No 55. However, there were no changes to the order.

- The agent also raised Jira for the same concern and we received the update that we need to check the same concern with OMS Team, and on 11 Oct he escalated the case to the OMS team.

Although 2days back only I have informed all the agents to show more empathy to the customer over the email and I strictly informed everyone to not repeat the responses.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "deeksha" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 20, 2020 6:14:20 PM
Subject: Fwd: Feedback for Ticket ID - 1430159

Sent from my iPhone

Begin forwarded message:
From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Date: 20 October 2020 at 18:05:47 GMT+5:30
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, Jessie Caparas <[email-masked]<mailto:[email-masked]>>, Escalations Dxbteam <[email-masked]<mailto:[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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