Subject: Re: URGENT - Outstanding Cases - Internal
From: Saurabh Dadu <[email-masked]>
To: Mohammad Shababe Quamar <[email-masked]>, Urvika Chaudhary <[email-masked]>, Escalations Dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Date: Sun, 13 Oct 2019 09:32:58 +0000

Dear Mohammad,

Thank you for your email. When they send an individual reminder, they do check Hybris and other systems.

In this case, we had almost 900 tickets in Third Party status. Whatever we could verify in bulk such as Aramex AWB shipments, we did using the excel.

The reason why the excel sheet was sent as a reminder was because we escalated these cases to the warehouse a long time back and we didn't hear on a resolution from them. If the issue has been resolved, please advise your warehouse to reply to the email as well marking it resolved. This way when they reply, the ticket status automatically changes from third party to open and the agent responds to them.

You can understand that this can be a very resource intensive and time consuming task to check all third party pending follow ups (close to 800 - 900) every day. When we have a pendency on new cases which still need to be answered, the focus naturally shifts to them.

If on the other side you can help find us a way that we can check order numbers in bulk on Hybris for status (like we can do on Aramex website where we can check 10 AWB's at one time).

Please do share if you have any suggestions on how this can be done more efficiently, we are open.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mohammad Shababe Quamar <[email-masked]>
Sent: 13 October 2019 12:52 PM
To: Urvika Chaudhary <[email-masked]>; Escalations Dxbteam <[email-masked]>; Seeta Seeta <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: RE: URGENT - Outstanding Cases - Internal

Hi @Seeta Seeta<mailto:[email-masked]>,

Below are the points of discussion over our call:

  *   Most of the cases escalated in this sheet are resolved or closed. Still the tickets are open, sample ticket - 163593
  *   Agents are not checking the cases in Hybris before sending reminders to internal teams, sample ticket - 158964

We would recommend the team to go through their Waiting on 3rd Party tickets, especially the ones which are oldest ageing tickets. Most of these cases are resolved as per Hybris status.  The team should not just depend on a reply on any escalations ticket, instead they should check the case/order again on Hybris. Chances are most of these cases would have been already closed by the time they escalate them again.

Thanks & Regards,

Shababe Quamar

T: +97145174278

M: +971554433491

From: Urvika Chaudhary <[email-masked]>
Sent: Saturday, October 12, 2019 5:45 PM
To: Escalations Dxbteam <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Seeta Seeta <[email-masked]>
Subject: URGENT - Outstanding Cases - Internal

External email sender, please take precaution.

Dear Team,

I am attaching with this email a list of order numbers where there is action required from 3rd party.

If you need further details on any of these items, you should be able to copy either the ticket number or tracking number and search for email that you would have

Please treat this as top urgent, as our customers are waiting on this. Looking forward to your response.

Urvika Chaudhary
Training Manager

________________________________

Cherry E-Commerce Services Pvt. Ltd.
[email-masked]<mailto:[email-masked]>

www.livesalesman.com<http://www.livesalesman.com/>

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