Subject: Urgent- TXTnation Update
From: Pritish Nandi <[email-masked]>
To: Ashish Kumar <[email-masked]>, Sajeer G <[email-masked]>, Abhishek Kumar Pandey <[email-masked]>, Tejpal Singh Bisht <[email-masked]>, Navreet Singhal <[email-masked]>, Apoorv Joshi <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Ramananda Rama <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 20 Mar 2018 01:44:50 +0530 (IST)

Team, 

We have received an escalation from the client stating we are not following the correct procedure of informing end users regarding second level escalations for refunds. 

Effective immediately you need to follow the google document for TXTnations for any questions asked by the customer. Regarding refunds when you escalate it to the relevant team you should say " The second line escalations team will be back in contact, usually within 24 hours and can advise you on that." 

Please do not tell end users that it would take 3-5 days instead follow the google doc to answer it and nobody should be deviating from what is mentioned on the google doc. 

R egards, 
Pritish Nandi