Subject: Re: Audit feedback
From: Phaedrus Arif <[email-masked]>
To: Abhishek Dalal <[email-masked]>
Cc: Kaeiara Blythe Delfino <[email-masked]>, Deeksha Dadu <[email-masked]>, Pritish Nandi <[email-masked]>, Vimal Tewari <[email-masked]>, Arjun Hurry <[email-masked]>, Dimpy Chawla <[email-masked]>
Date: Tue, 6 Oct 2020 21:58:17 +0530

@Kaeiara Blythe Delfino <[email-masked]> Chat with Alena
EH-202010040021-055443 What happened here? What was the confusion about the
queries from the customer?
P.S. - Please check your typo, it's becoming a little frequent. Please
install Grammarly to make it comprehensible.

@Kaeiara Blythe Delfino <[email-masked]> Do you have any
confusion over holding the international orders in Shipstation after Dr
Sam's response? Let me know and I will help you understand.

@Abhishek Dalal <[email-masked]> Ticket #95016 Please update
UC notes when you escalate so it could be handled appropriately in the
future if there's any complication.

Arif
Cheers to life :-)

On Tue, Oct 6, 2020 at 8:29 PM Phaedrus Arif <[email-masked]> wrote:

> @Abhishek Dalal <[email-masked]> Sometimes, USPS could be
> very slow and unreliable in various countries so the customer chooses a
> third party shipping service to get their packages forwarded to them and
> sometimes shipping option may not be available to the recipient's country.
> We don't have to bother about that anyway as we simply go by the rules and
> if we can ship to the address provided we follow the normal procedure.
>
> Thanks
> Arif
> Cheers to life :-)
>
>
> On Tue, Oct 6, 2020 at 7:40 AM Abhishek Dalal <[email-masked]>
> wrote:
>
>> Hi Arif,
>>
>> Yes i had chat with Mohsen and i was confused that the shipping address
>> was from US and he said that this address belongs to a shipping company not
>> him and as per cx credit card belongs to him. In that scnerio i can't take
>> card details on chat. and if i take his phone number it will be different
>> from our record & card for both shipping and billing address will be
>> entirely different.
>> This shipping company thing i was not aware of. Now i am aware of this
>> and i will surly take card of such orders.
>> But i still have a query related to this when HFL ships everywhere then
>> why cx use shipping company if they can directly get delivery on there
>> address from hfl?
>> How we identify that cx used his address or shipping company address?
>>
>> Regards,
>> Abhishek
>>
>> ------------------------------
>> *From: *"Phaedrus Arif" <[email-masked]>
>> *To: *"Kaeiara Blythe Delfino" <[email-masked]>
>> *Cc: *"Deeksha Dadu" <[email-masked]>, "Pritish Nandi" <
>> [email-masked]>, "Vimal Tewari" <[email-masked]>,
>> "Abhishek Dalal" <[email-masked]>, "Arjun Hurry" <
>> [email-masked]>, "Dimpy Chawla" <[email-masked]>
>> *Sent: *Monday, October 5, 2020 10:01:07 PM
>> *Subject: *Re: Audit feedback
>>
>> @Abhishek Dalal <[email-masked]>  Chat with Mohsen on  Oct
>> 03 10:10 AM   EH-202010020322-433312 You told the customer on chat
>> someone will call back to process the order, why didn't
>> you call him right then to process it?? I see your UC notes on this order
>> of leaving a voicemail, did you call the customer instantly?? This customer
>> wanted to make the purchase and his order was still rejected... Please
>> explain...
>> P.S. - Some international customers use third-party shipping companies to
>> get their orders forwarded at an additional cost, so they could use US
>> address and the billing address could be from another country. So please be
>> informed about this and it's an irrelevant question about the CC belonging
>> to the shipping company or not, for your info.
>>
>> @Abhishek Dalal <[email-masked]> Chat with David AZAEL
>> MMBAGA We need to inform the customers we do not utilize distributors
>> from anywhere in the world and prefer to sell directly.
>>
>>
>>
>> Thanks
>> Arif
>> Cheers to life :-)
>>
>>
>> On Wed, Sep 2, 2020 at 10:50 PM Kaeiara Blythe Delfino <
>> [email-masked]> wrote:
>>
>>> for customer zelemae, she said why i am being charges for shipping. so i
>>> thought she was charged already for shipping. later part only she mentioned
>>> that she is about to place order.
>>>
>>> will take note.
>>>
>>> On Thu, Sep 3, 2020, 12:27 AM Phaedrus Arif <[email-masked]>
>>> wrote:
>>>
>>>> @Kaeiara Blythe Delfino <[email-masked]> Zelemae
>>>> 11:49 PM
>>>> I am ordering four different items. The total amount is over $100.00.
>>>> On your site there is a free shipping for over $100. Why am I being charges
>>>> for shipping?
>>>>
>>>> You need to read the customer's initial message first before providing
>>>> irrelevant information from previous orders.
>>>>
>>>> @Kaeiara Blythe Delfino <[email-masked]>
>>>>  - 3 chats were missed during your shift, please make sure your
>>>> internet connection is working ok, also did you email these customers whose
>>>> chats were missed to check on what assistance did they need?
>>>>
>>>> @Abhishek Dalal <[email-masked]> Ticket #93791 Please
>>>> check my response for your future reference so you don't have to escalate
>>>> this to Deb every time.
>>>>
>>>> @Kaeiara Blythe Delfino <[email-masked]>  ZD #89648
>>>> You need to specifically inform the customers we do not refund shipping and
>>>> handling
>>>> that you missed out in your response. Please be careful.
>>>>
>>>> @Kaeiara Blythe Delfino <[email-masked]>  Ticket
>>>> #93758 You simply needed to share the return instructions
>>>> as we could pull the order using the email ID..no need to reconfirm...
>>>> good job with canceling the auto-ship subscription
>>>>
>>>>
>>>>
>>>> P.S. - @Kaeiara Blythe Delfino <[email-masked]>
>>>> @Abhishek Dalal <[email-masked]> @Vimal Tewari
>>>> <[email-masked]>
>>>> Please follow up on the old declined orders as well... There are
>>>> international orders on which you need to follow up during the local
>>>> business hours and I see no one followed up on this order EH-202008280346-111265
>>>> since 08/28...this also includes agents logged in during morning and
>>>> afternoon shifts...
>>>>
>>>> Thanks
>>>> Arif
>>>> Cheers to life :-)
>>>>
>>>
>>