Subject: URGENT FEEDBACK- IBD Ticketing - JASON / JACOB / CHRIS / ETHAN
From: Pritish Nandi <[email-masked]>
To: Abhishek Kumar Pandey <[email-masked]>, Apoorv Joshi <[email-masked]>, Ashish Kumar <[email-masked]>, Navreet Singhal <[email-masked]>, Ramananda Rama <[email-masked]>, Rishi Mohan Vikash <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Sajeer G <[email-masked]>, Shashi Kumar Mishra <[email-masked]>, Shubham Khanna <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, Suresh Kanti Chakma <[email-masked]>, Tarun Aggarwal <[email-masked]>, Tejpal Singh Bisht <[email-masked]>, Yoges
Cc: deeksha <[email-masked]>
Date: Tue, 20 Feb 2018 01:27:07 +0530 (IST)

Team, 

When replying for deleted account you have to be very careful. We have had customers who are very old in the website and somehow the truesample software is deleting those accounts. We have had feedback and complaint from Andy that we are using incorrect responses when handling tickets for these members. 

Example ticket - #431326 

Feedback- This is not the proper response to a Member who has been with us since 2011. As Susan has indicated in past posts, Members who have been with us for several years must be investigated as to why they have been flagged with a high Trusample Score and given the opportunity to explain themselves. 

Simply telling them they have been flagged for fraud/violation is not acceptable. 

#431729 - Same feedback as this member was with us for the past 10 yrs. 

So going forward you need to understand first of all how long the members are with us and accordingly you would handle the ticket or escalate it further for them to reply. Now if the member is with us for past 3+ years and have been deleted please check further and do not respond them with the normal canned response. They should be asked as to why this issue occurred and then the resolution team would help them accordingly. You can simply escalate this further to the team stating that " Member account deleted and member is with us for past 3 years or more. TS Score# Please check and assist further. 

If you have questions you can ask Andy or Susan via slack as well. 

Please keep on reading slack post and act accordingly. 

Please be very careful with this as we have received 2 threats because of the deletions and does not want more. Let me know if you have any questions. 

R egards, 
Pritish Nandi