Subject: Bombshall Feedback- 2/5/2018
From: Pritish Nandi <[email-masked]>
To: Dhirendra <[email-masked]>, Deepak Chauhan <[email-masked]>, Sankalp Babulkar <[email-masked]>, Ashish Kumar <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 3 May 2018 07:03:14 +0530 (IST)

Hi All, 

Some feedback on the tickets which we re handled yesterday and today. 

1. #21895 - This ticket should have been passed to Chris as this is sales pitch for tools used in a productions unit and not a from manufacturer. 

2. #21900 - Amy - Always put the translation in the internal notes so that others can figure out the customers question without translating it again. 

3. Chat ID: P803Q2RMZL - Daisy - You did not explain the customer correctly as she was concerned about the charges. The amount which was charged was showing in pending transaction. So you should have said " With most banks, what happens is that when there are any such failed transactions, they Pend the amount but the status will never show as Completed. These transactions are reversed by the bank within 2-3 business days. You may want to contact your bank/Paypal for further status of the transactions. I do not have an option to cancel those transactions since the funds were not received by us." 

If she would have inquired further " What if the funds are not refunded back " then you should have explained her this - 

If in case the charge is not reversed, you can go ahead and request the "Release Form" from your bank and we would be happy to fill it up and send it to you. It will basically state that we confirm that we did not receive the funds and will not claim in future. We will fill it up and send it to you so you can send it to your bank. Once again sorry about the inconvenience unfortunately, our assistance is limited since the funds were not received by us. 

This DSAT could have been saved. 

4. Chat ID: P843O5WZ1T - Daisy we do not have the tick box anymore as the shipping platform has changed to Global E. Please make yourself familiar with the website to know how it works and what options it does have to help customers accordingly. You should have checked the changes and the website the day I have trained you for Global E. There would be changes and updates on this as this is a new platform so please keep updated. 

5.Chat ID: P8C3QB8ZXB - Daisy - Please explain customer why you could not help and why they should contact the bank for further details. Always give them valid explanation so that they do not feel offended. 

6. Chat ID: P8N39JEWMX - Amy - This chat was handled incorrectly as the customer already prepaid taxes but still charged extra. We guarantee that there would not be anything extra if they pay in advance. We should have contacted DHL and checked why they were charged extra. If it would have been any error then DHL should have refunded the amount or we should have. Or we should have communicated as per DHL's information. If you were not sure then you should have escalated to Chris. But these attempts were necessary however you stated that it could be extra from what he paid and there would be no refund. This is not the correct procedure. 

Regards, 
Pritish Nandi