Subject: Urgent- Please check before login
From: Pritish Nandi <[email-masked]>
To: jessica yan <[email-masked]>, xin Xuejing <[email-masked]>
Cc: "Subir Chakma" <[email-masked]>
Date: Mon, 10 Aug 2015 22:40:12 +0530 (IST)

Pls fwd this Daisy and Jessica on zimbra. 

Regards, 
Subir Chakma 

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Hello Saurabh, 

I am sorry there is a mistake in last email. FD phone number should be 800-228-0210. 

Nana 
Operation Manager 
Universal Processing LLC 

210 Fifth Ave Suite 1002 
New York, NY, 10010 
T: 212-779-3977 
F: 888-880-8268 
www.uprocessing.com 

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P **Please Consider the Environment Before Printing This Email** 

On Mon, Aug 10, 2015 at 10:45 AM, Na Huo < [email-masked] > wrote: 

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Good morning Saurabh, 

Hope you had a great weekend! 

Recently we are receiving a lot emails from call center, I think might be Jessica. We feel that our clients's request are not being handling properly. Even a single request as add tip, call center customer service are emailing back us to call back merchant. 

We hire call center to handle our client service, not just record the issue and send it back. I am not sure if it's training issue between Jessica and livesalesman training manager since I didn't train her directly. 

Also, regarding all the emails we received during the weekend, solutions are as following: 

1) add tip: 

Conference all either FD (1-888-880-8268 ) or PPS (1-800-935-5961 ). Even call center is not able to find merchant info in MXISO, as long as merchant is able to provide MID, FD or PPS are able to help merchant to add tip. In this case, translator will be call center's role. 

2) refund transaction: 

Solution is exactly same as add tip. All merchant need is card number and do refund on terminal. 

3) re-run a transaction after void it 

same as 1) and 2). Get card number first then re-run the transaction through terminal. 

In terms of how to use terminal, I think Bufan gave call center training and sent user instruction of each model of terminal afterwards. I also sent customer service guide in Chinese to you, if Jessica read it completely I don't think these emails issue need 2nd round customer service by us. 

We will handle the issues from Call center email during the last weekend. But please make sure that client service team will handle our customer request properly in future. 12 merchants' issue didn't get solved in 2 days is not acceptable. 

Please communicate with client service department asap. Thank you. 

Regards, 

Nana 
Operation Manager 
Universal Processing LLC 

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R egards, 
Pritish Nandi