Subject: Fatal Case 1st - 7th Jan 2021
From: Shakeeb Arsalan <[email-masked]>
To: Mayar Mayar Nasser <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Mon, 22 Mar 2021 01:42:24 -0700 (MST)

Hi Mayar, 

PFB fatal mistake we come across while doing the Audits, I want you to go through the details and make sure that the same thing won't happen again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	
Email Score Category 

Email 	Mayar 	2191857 	6278302124 	5-Mar-21 	10-Mar-21 	0% 	Fatal 

Reason for Fatal & What should have been done: 

The customer cancelled the order and was asking about the refund, However you informed that the payment was not successful from the bank's end. 
You should have informed the customer that he has cancelled the order before we capture the amount and the same will be reversed to his account. 

Please note that whenever the authorization is accepted that means that the payment was successful from the bank's end. 

* Y ou have scored in the week between 1st - 7 th of March 69 % and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark) 

Regards 
Shakeeb