Subject: Re: Quality feedback for ticket id 1589497 & 1558563
From: Apoorv Joshi <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Mon, 9 Nov 2020 21:26:17 -0700 (MST)

Hi Imran, 

Thank you for sharing the feedback with us. 

I have checked both cases and shared the feedback with the agents regarding both of the mentioned cases. 

1589497 - We have reopened this case and have escalated it to the store team/store spocs at this time to confirm whether the order is with them or not. If so, asking them to process RTS. Also, have asked the agent to check the status of the order and all the order details properly before sending an email to the customer. 

1558563 - In this case the customer has already received the refund at this time and currently have 257 available Shukran points in their account. It has been over a month since the order was delivered so we are not following up with the customer at this time but I have shared a strict feedback regarding this with the agent and have asked them to properly check customer's concern and then respond to them and to make sure all the queries are handled when responding to the customer. 

Apologies for the mistake, will try our best to make sure the agents are not repeating the same again. 

Thanks and Regards, 
Apoorv 

From: "Mohd Imran" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Monday, November 9, 2020 8:20:52 PM 
Subject: Quality feedback for ticket id 1589497 & 1558563 

Hi Team, 

While doing audits we came across some tickets, below is their observation and feedback. 

Ticket id – 1589497 

Email Scenario - As per the ticket, customer wanted to cancel his CnC order and wanted his money to be refunded. 

Observation – As per Hybris, shipment is still in ready to shipped status, not sure from where agent got this information that order is at store and ready for pickup. As customer wanted to cancel it agent informed that it will be canceled within 14 days in case in if it is not picked. This was totally a piece of wrong information which should have been not given. 

Ticket id – 1558563 

Email Scenario – As per ticket, customer wanted to return his items. 

Observation – Customer enquired about the refund status of his returned item and wanted to check his shukran points which were not updated. Please be apprised that we need to address all concern of customer in case if there are multiple queries in email or chat. Also we have a fatal parameter which states that we need to address all issues of customer, not adhering to this will lead the interaction marked as fatal. 

Do share your inputs and feedback if there is any. 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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