Subject: Re: Audit feedback
From: Phaedrus Arif <[email-masked]>
To: Abhishek Dalal <[email-masked]>, Harsh Sharma <[email-masked]>, Nushat Hashmi <[email-masked]>
Cc: Kaeiara Blythe Delfino <[email-masked]>, Deeksha Dadu <[email-masked]>, Pritish Nandi <[email-masked]>, Vimal Tewari <[email-masked]>, Arjun Hurry <[email-masked]>
Date: Wed, 6 Jan 2021 21:59:08 +0530

@Harsh Sharma <[email-masked]>  Ticket #97991 When you reinstate
a cancelled auto-ship, then please make sure the CC # reflects on the
auto-ship page after enabling it and going back again to verify.

@Vimal Tewari <[email-masked]> EH-202101050014-588325 You
cancelled the AS but did not inform the customer about the recent order
shipped, please do it so the cx doesn't come back firing at us.

@Abhishek Dalal <[email-masked]> ZD 98048 Her last order has
the correct expiration, you could have simply updated the expiration date
on the auto-ship page. Please stay informed about such situation for your
future reference.

@Harsh Sharma <[email-masked]> ZD 98061 In such situations, we
could also share a 10% discount link without escalating it to Deb.

@Harsh Sharma <[email-masked]> ZD 98024 Please check my response
for your future reference.

Thanks
Arif
Cheers to life :-)

On Fri, Jan 1, 2021 at 9:56 PM Phaedrus Arif <[email-masked]> wrote:

> @everyone:  EH-202012300020-099330 This customer emailed on Gmail 1 day
> ago and no one has even bothered to answer or reply to this customer. I see
> the emails after this one responded to but this one was particularly left
> out. Could you all answer why???
>
> @Harsh Sharma <[email-masked]> Chat with Abraham : We do not
> take financial info on chat or email, it needs to be processed only over
> the phone. May I know if you checked with someone in the office if you
> could ask for the CVC of credit card?
>
> @Nushat Hashmi <[email-masked]> ZD97922  Please put the name
> of the supplement when you use the template as the response looks to be
> copy-pasted.
>
> @Abhishek Dalal <[email-masked]> ZD 97941 : The auto-ship
> subscription was supposed to be cancelled as per the customer's request.
> Please make sure to cancel and then pitch for anything else.
> No notes updated either??
>
> @Harsh Sharma <[email-masked]> ZD 97892 Please escalate such
> situations to Deb as it could put her off from ordering in the future.
>
> Thanks
> Arif
> Cheers to life :-)
>
>
> On Tue, Dec 29, 2020 at 9:58 PM Phaedrus Arif <[email-masked]>
> wrote:
>
>> @Abhishek Dalal <[email-masked]> ZD  Ticket #97804  Ths
>> customer was confused with gelatin and we simply needed to clarify the
>> gelatin we use is plant-based but you shared the return instructions, were
>> you not aware of this at all?
>>
>> @Kaeiara Blythe Delfino <[email-masked]> Ticket Ticket
>> #97816 I am quite surprised with your reply, Kae. May I know on what
>> grounds did you offer a 50% refund on an order which is more than a year
>> old??
>>
>> @Nushat Hashmi <[email-masked]> ZD  Ticket #97845  The cx
>> already confirmed by saying she would appreciate the STS price, what's the
>> point on reconfirming... Please understand their expressions more clearly
>> in such situations.
>>
>> Thanks
>> Arif
>> Cheers to life :-)
>>
>>
>> On Thu, Dec 24, 2020 at 9:59 PM Phaedrus Arif <[email-masked]>
>> wrote:
>>
>>> @Harsh Sharma <[email-masked]> Chat with Vicki Oberg
>>> EH-202011051714-233633
>>> You offered an exchange to which the customer agreed and later you
>>> offered a 50% refund?? What were you thinking?? Did you read the customer's
>>> response?? Please explain
>>>
>>> @Abhishek Dalal <[email-masked]> ZD Ticket #97762 What's
>>> the need to escalate to Deb, all you needed to do is share the return
>>> instructions since the cx was responded by Dr Sam to not take the
>>> supplement and it is still under the refund time frame?
>>>
>>> Thanks
>>> Arif
>>> Cheers to life :-)
>>>
>>>
>>> On Wed, Dec 23, 2020 at 9:56 PM Phaedrus Arif <[email-masked]>
>>> wrote:
>>>
>>>> @Nushat Hashmi <[email-masked]> ZD  Ticket #97432  The
>>>> store credit is valid until one year from the date of purchase, just so you
>>>> know. Thanks
>>>>
>>>> Thanks
>>>> Arif
>>>> Cheers to life :-)
>>>>
>>>>
>>>> On Tue, Dec 22, 2020 at 9:59 PM Phaedrus Arif <[email-masked]>
>>>> wrote:
>>>>
>>>>> @Abhishek Dalal <[email-masked]> Chat with Debbie: The
>>>>> cx left the chat and there was no response from your side for 3 minutes
>>>>> after your last response... What got you stuck in sharing the link to
>>>>> access her order history?
>>>>>
>>>>> @Nushat Hashmi <[email-masked]> Chat with Alia: Please be
>>>>> informed we have a lot of merchant accounts on most of our supplements
>>>>> name, so the customer could see any of those merchant accounts on their CC
>>>>> statement. There are a few more like HFL/ Dr Sam Robbins/ Health Media Inc/
>>>>> etc...
>>>>>
>>>>> @Harsh Sharma <[email-masked]>  Chat with Kim McFarland:
>>>>> We need to ask the reason for auto-ship cancellation and offer STS price if
>>>>> required to retain the customer but you didn't follow the procedure. Any
>>>>> reason for it?
>>>>>
>>>>> Thanks
>>>>> Arif
>>>>> Cheers to life :-)
>>>>>
>>>>>
>>>>> On Mon, Dec 21, 2020 at 9:56 PM Phaedrus Arif <[email-masked]>
>>>>> wrote:
>>>>>
>>>>>> @Nushat Hashmi <[email-masked]> Chat with Ahmad
>>>>>> EH-202011260037-500139
>>>>>> This customer asked to increase the quantity to 2 bottles per month
>>>>>> and not the frequency, please check with this customer to reconfirm or
>>>>>> email him letting him know that he will receive 1 bottle of each supplement
>>>>>> every month. Please read the query carefully and check with the customer if
>>>>>> he was referring to the frequency or the quantity.
>>>>>>
>>>>>> @everyone: ZD Ticket #97466  Why didn't anyone respond to this open
>>>>>> ticket since the last 5 days???
>>>>>>
>>>>>> Thanks
>>>>>> Arif
>>>>>> Cheers to life :-)
>>>>>>
>>>>>>
>>>>>> On Wed, Dec 16, 2020 at 9:56 PM Phaedrus Arif <[email-masked]>
>>>>>> wrote:
>>>>>>
>>>>>>> @everyone: ZD  Ticket #97477 Someone marked this ticket as pending
>>>>>>> without responding as well... @Vimal Tewari
>>>>>>> <[email-masked]> Please check who did this and I will
>>>>>>> ask Ashish to find out and let Deeksha know about this unacceptable
>>>>>>> behaviour
>>>>>>> Arif
>>>>>>> Cheers to life :-)
>>>>>>>
>>>>>>>
>>>>>>> On Wed, Dec 16, 2020 at 9:54 PM Phaedrus Arif <[email-masked]>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> @everyone: ZD  Ticket #97479  Why was this ticket not responded
>>>>>>>> to??? Please let me know who was in shift at the time....
>>>>>>>>
>>>>>>>> Thanks
>>>>>>>> Arif
>>>>>>>> Cheers to life :-)
>>>>>>>>
>>>>>>>>
>>>>>>>> On Thu, Dec 10, 2020 at 9:56 PM Phaedrus Arif <[email-masked]>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> @Vimal Tewari <[email-masked]> Could you please share
>>>>>>>>> the email ids of the new agents please and share the feedback in the
>>>>>>>>> interim.
>>>>>>>>>
>>>>>>>>> @nick: Chat with Michelle (EH-202012090014-399771): You must
>>>>>>>>> inform the customer about the recent order shipped that has not been
>>>>>>>>> delivered when a customer wants to cancel their auto-ship.
>>>>>>>>>
>>>>>>>>> @harry: Chat with Lawrence: Please direct the customers to
>>>>>>>>> www.4hfl.com to place the orders online apart from offering a
>>>>>>>>> phone order.
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Thanks
>>>>>>>>> Arif
>>>>>>>>> Cheers to life :-)
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Tue, Dec 8, 2020 at 9:59 PM Phaedrus Arif <[email-masked]>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> @Pritish Nandi <[email-masked]> ZD  Ticket #97187  Please
>>>>>>>>>> be informed the orders that are being placed through
>>>>>>>>>> healthfitnesslongevity.com is from our new website and they are
>>>>>>>>>> not accessible in UC so we need to escalate them to Deb for now as I have
>>>>>>>>>> informed DSR and he is making some videos on how to access those orders,
>>>>>>>>>> once it's available it will be shared with everyone.
>>>>>>>>>>
>>>>>>>>>> @Arjun Hurry <[email-masked]> Chat with Jorge: Please
>>>>>>>>>> be informed the customer cannot make any amendment in their account, so
>>>>>>>>>> directing them to update CC info will not work, it has to be done through
>>>>>>>>>> the link or by calling us. Just letting you know.
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Thanks
>>>>>>>>>> Arif
>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> On Thu, Dec 3, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>
>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with Leo
>>>>>>>>>>> Hogberg Yilmaz: The cx left the chat since you didn't respond for around 3
>>>>>>>>>>> minutes, what's your reason for this?
>>>>>>>>>>>
>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with Errol:
>>>>>>>>>>> Why ask her to email from the website and not escalating it to Deb at our
>>>>>>>>>>> end? We are the customer service team so it's on us to escalate such
>>>>>>>>>>> matters to Deb and create a ZD ticket.
>>>>>>>>>>>
>>>>>>>>>>> @Vimal Tewari <[email-masked]> Chat with Ye Na Chen:
>>>>>>>>>>> Please offer a callback to such customers apart from asking them to call us
>>>>>>>>>>> as they might not bother calling us and we lose the sale.
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> Arif
>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> On Wed, Nov 25, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]> Chat
>>>>>>>>>>>> with Robin: Your chat response upset the customer and it sounded quite
>>>>>>>>>>>> personal, you could have simply stated the policy and not say much. If DSR
>>>>>>>>>>>> comes across this chat, it could seriously piss him off. Please stick to
>>>>>>>>>>>> the basic policies without getting too involved in it.
>>>>>>>>>>>>
>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with Stacy
>>>>>>>>>>>> Domer EH-202011060015-111478... You updated the shipping
>>>>>>>>>>>> address on this order but the cx asked to update the address for future
>>>>>>>>>>>> (Dec 2020) AS order...Please come up with a perfect excuse for this kind of
>>>>>>>>>>>> repeated mistake as I would like to know what went wrong with you even
>>>>>>>>>>>> after sharing so many feedbacks on amending future auto-ship orders??????
>>>>>>>>>>>> And of course, why bother updating UC notes????
>>>>>>>>>>>>
>>>>>>>>>>>> @Vimal Tewari <[email-masked]> ZD 96736 You
>>>>>>>>>>>> reinstated the AS for this customer but didn't bother updating the new
>>>>>>>>>>>> shipping address and the CC info also needs to be updated that you didn't
>>>>>>>>>>>> check.
>>>>>>>>>>>> I have explained this situation in the past to check the CC
>>>>>>>>>>>> info if an auto-ship is being reinstated after a long time as the
>>>>>>>>>>>> information is wiped out from our system. What's happening
>>>>>>>>>>>> here??
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Thanks
>>>>>>>>>>>> Arif
>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> On Tue, Nov 24, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> @team: Please be informed to refund the same day international
>>>>>>>>>>>>> orders if they don't show up in ship station and there's no tracking info
>>>>>>>>>>>>> in UC if a cx requests for cancellation.
>>>>>>>>>>>>>
>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> ZD 96626 The cx
>>>>>>>>>>>>> wanted to confirm the price for a one-time purchase by putting a question
>>>>>>>>>>>>> mark at the end, please check my response for your reference.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>> Arif
>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Fri, Nov 20, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> Zd  96506  Please
>>>>>>>>>>>>>> check my response for your future reference.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Thu, Nov 19, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD  96519
>>>>>>>>>>>>>>> Please check my response for your future reference.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Zd 96518 You
>>>>>>>>>>>>>>> cancelled the wrong AS, instead of BSO you cancelled BPO. Please be careful.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Wed, Nov 18, 2020 at 9:54 PM Phaedrus Arif <
>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]>
>>>>>>>>>>>>>>>> EH-202011151414-533097 - What's the confusion here, when
>>>>>>>>>>>>>>>> Dr Sam confirmed the order was updated, then you simply had to process the
>>>>>>>>>>>>>>>> refund, if DSR or Deb would have processed the refund, it would show up in
>>>>>>>>>>>>>>>> UC. Please make a note of it for future reference.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Tue, Nov 17, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> @everyone:  Ticket #96392 Please go through Dr Sam's
>>>>>>>>>>>>>>>>> response as he is not happy with our generic responses, so please be
>>>>>>>>>>>>>>>>> specific with the customers in the future.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with
>>>>>>>>>>>>>>>>> Lee Blanchard: When a cx asks to confirm the order right after placing an
>>>>>>>>>>>>>>>>> order online, please ask them to wait for a few hours as the orders could
>>>>>>>>>>>>>>>>> take an hour or two sometimes to go through due to a technical delay.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD 96371
>>>>>>>>>>>>>>>>> Why was this not escalated to Deb as it's been unresponded to for such a
>>>>>>>>>>>>>>>>> long time?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Mon, Nov 16, 2020 at 9:58 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]> CHat
>>>>>>>>>>>>>>>>>> with John: The label of our supplements have the most updated ingredient's
>>>>>>>>>>>>>>>>>> list but you informed the cx the other way round. Please make sure website
>>>>>>>>>>>>>>>>>> information updates could sometimes be delayed but the label will have the
>>>>>>>>>>>>>>>>>> most accurate and updated ingredients list.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD  96360
>>>>>>>>>>>>>>>>>> You marked the ticket as solved but did not reject the order from AR and
>>>>>>>>>>>>>>>>>> also didn't confirm the cx the order was cancelled. Please make sure to not
>>>>>>>>>>>>>>>>>> miss such things again.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> ZD Ticket
>>>>>>>>>>>>>>>>>> #96402 If a cx was promised of a discount by us in the past, then no need
>>>>>>>>>>>>>>>>>> to escalate to Deb, simply share the discount link with the cx.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> On Fri, Nov 13, 2020 at 9:58 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat with
>>>>>>>>>>>>>>>>>>> Sanaye Kumagai: You had to check the order  EH-202010090007-277929
>>>>>>>>>>>>>>>>>>> and ticket ZD  96119 since everything was clearly
>>>>>>>>>>>>>>>>>>> mentioned.
>>>>>>>>>>>>>>>>>>> I m not sure why didn't you check this order or else you
>>>>>>>>>>>>>>>>>>> could have resolved the customer's query. Please dig a little more when you
>>>>>>>>>>>>>>>>>>> work on customer's multiple AS. Please check my response on ZD 96180 and
>>>>>>>>>>>>>>>>>>> let me know if you have any confusion.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD Ticket
>>>>>>>>>>>>>>>>>>> #96185 Please check my response.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]> Again
>>>>>>>>>>>>>>>>>>> a few customers mentioned their calls are not being answered or some
>>>>>>>>>>>>>>>>>>> problem with the phone lines. Missed chats again... I could only assume
>>>>>>>>>>>>>>>>>>> some issue with your internet since it cannot be happening every day.
>>>>>>>>>>>>>>>>>>> Please speak with your ISP as this could create a lot of problems for us
>>>>>>>>>>>>>>>>>>> with so many customers complaining about their calls not being serviced
>>>>>>>>>>>>>>>>>>> appropriately.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino <[email-masked]>
>>>>>>>>>>>>>>>>>>>  ZD 96320 serviced  The cx asked to move the next AS to
>>>>>>>>>>>>>>>>>>> 04/01/2021 but you changed it to 04/24/2024, a difference of 3 weeks...
>>>>>>>>>>>>>>>>>>> Could you answer why??
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>  Arif
>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> On Thu, Nov 12, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD  96295 Normally
>>>>>>>>>>>>>>>>>>>> we must cancel the future orders in such cases if a customer wants to
>>>>>>>>>>>>>>>>>>>> return, so please make sure to cancel AS for such customers.
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD Ticket
>>>>>>>>>>>>>>>>>>>> #96306  You only changed the year to 2099 of next AV
>>>>>>>>>>>>>>>>>>>> order but didn't change the INS date and the AS still showed enabled until
>>>>>>>>>>>>>>>>>>>> I cancelled it.
>>>>>>>>>>>>>>>>>>>> Any reason for this mistake??
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> On Wed, Nov 11, 2020 at 9:58 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>> <[email-masked]> I have been
>>>>>>>>>>>>>>>>>>>>> observing a few customers complained their calls are not being answered
>>>>>>>>>>>>>>>>>>>>> during your shift. If you are missing a call, are you not calling them
>>>>>>>>>>>>>>>>>>>>> back? If Dr Sam comes to know about so much of call drops then we could be
>>>>>>>>>>>>>>>>>>>>> in trouble.  Is there a frequent problem with your phone or internet
>>>>>>>>>>>>>>>>>>>>> connection? We cannot afford to get so many complaints from the customers
>>>>>>>>>>>>>>>>>>>>> about their calls not being answered.
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> P.S. -2 chats were also missed during your shift. Any
>>>>>>>>>>>>>>>>>>>>> reason for it?
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> On Mon, Nov 9, 2020 at 9:55 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>> EH-202010311042-455546
>>>>>>>>>>>>>>>>>>>>>>  Ticket #95917: You cancelled only one subscription
>>>>>>>>>>>>>>>>>>>>>> of this customer while his other auto-ship subscription was still active
>>>>>>>>>>>>>>>>>>>>>> that you missed on checking...  Now he is firing back at us holding us
>>>>>>>>>>>>>>>>>>>>>> responsible for the recent charge from his other AS
>>>>>>>>>>>>>>>>>>>>>> EH-202011050006-133823. I had mentioned this during
>>>>>>>>>>>>>>>>>>>>>> the training to check cautiously when cancelling any subscription if the
>>>>>>>>>>>>>>>>>>>>>> customer has multiple subscriptions or not.
>>>>>>>>>>>>>>>>>>>>>> Please be very careful when you work on AS orders as
>>>>>>>>>>>>>>>>>>>>>> we cannot afford to make a mistake.
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> On Sat, Nov 7, 2020 at 11:02 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>> Thanks for the clarification.
>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> On Sat, Nov 7, 2020 at 11:11 AM Abhishek Dalal <
>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Hi Arif,
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Chat with  Abdulla Boubshait: Yes i called cx but
>>>>>>>>>>>>>>>>>>>>>>>> as per him he is geting $145 discount on our website. and we only providing
>>>>>>>>>>>>>>>>>>>>>>>> him 10% discount which is around $39. So he said we will place an order
>>>>>>>>>>>>>>>>>>>>>>>> from website.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> However, I advised him to use chrome and clear
>>>>>>>>>>>>>>>>>>>>>>>> browser's cache & cookies & told him for any further query he can call us
>>>>>>>>>>>>>>>>>>>>>>>> or ask us to call him back.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Regards,
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> ------------------------------
>>>>>>>>>>>>>>>>>>>>>>>> *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]>
>>>>>>>>>>>>>>>>>>>>>>>> *Sent: *Friday, November 6, 2020 9:57:54 PM
>>>>>>>>>>>>>>>>>>>>>>>> *Subject: *Re: Audit feedback
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>> with  Abdulla Boubshait : Did you call the
>>>>>>>>>>>>>>>>>>>>>>>> customer to place an order? I don't see any recent order.
>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD # 96096
>>>>>>>>>>>>>>>>>>>>>>>> Please check my reply and respond to the customers in the future in similar
>>>>>>>>>>>>>>>>>>>>>>>> cases without escalating to Deb.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> On Mon, Nov 2, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>>> with  Kathy Philippi : She had a new auto-ship
>>>>>>>>>>>>>>>>>>>>>>>>> where the shipping address had to be updated but you pulled her old
>>>>>>>>>>>>>>>>>>>>>>>>> auto-ship subscription and change the address on the order but not on the
>>>>>>>>>>>>>>>>>>>>>>>>> AS page. Please REMEMBER this, shipping address needs to be UPDATED ON
>>>>>>>>>>>>>>>>>>>>>>>>> FUTURE auto-ship orders, not on the one that has been shipped. Please be
>>>>>>>>>>>>>>>>>>>>>>>>> very careful in the future. Thanks
>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>>> with Robert Adler: FYI, You could process the
>>>>>>>>>>>>>>>>>>>>>>>>> auto-ship order for the customers same day without further delay if they
>>>>>>>>>>>>>>>>>>>>>>>>> are out of stock.
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 30, 2020 at 9:41 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>> 95872  Please check my response for your future
>>>>>>>>>>>>>>>>>>>>>>>>>> reference. Sometimes, we don't need to escalate to Deb in such cases.
>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>> 95876  Please check my response as your reply
>>>>>>>>>>>>>>>>>>>>>>>>>> was not fully addressed to the cx concern.
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]> ZD
>>>>>>>>>>>>>>>>>>>>>>>>>> 95158  Please check my response since you did
>>>>>>>>>>>>>>>>>>>>>>>>>> not reply to his concern on the shipping address.
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Oct 29, 2020 at 9:59 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>> 95820 Please check my response and save the
>>>>>>>>>>>>>>>>>>>>>>>>>>> reply so you could use that in the future for similar queries.
>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>> On Tue, Oct 27, 2020 at 9:57 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>  Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>> #95313 I asked you a question on this ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>> but you simply responded with "acknowledged". I would like to know how did
>>>>>>>>>>>>>>>>>>>>>>>>>>>> you figure out the order has been cancelled/refunded and asked the customer
>>>>>>>>>>>>>>>>>>>>>>>>>>>> to place a new order?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Tue, Oct 27, 2020 at 9:54 PM Phaedrus Arif <
>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Arjun Hurry <[email-masked]> Thank
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> you for taking the responsibility, please make sure to later email the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> customer just to build trust with the customers if such things happen.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Mon, Oct 26, 2020 at 10:14 PM Arjun Hurry <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Arif - I think I had a concurrent chat on
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> another process and missed this one. This is my error.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> ------------------------------
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *From: *"phaedrusrf" <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *To: *"kaeiarablythedelfino" <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [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, 26 October, 2020 22:01:13
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *Subject: *Re: Audit feedback
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> @Abhishek
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Dalal <[email-masked]>  Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> #95313 Kae, please check your confusing
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> response about placing 2 orders where the customer placed only 1 order but
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> repeated the items that should have been clearly mentioned to him.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Abhishek - Where did you confirm the order
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> was cancelled as the payment still shows processed without any refund
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> update?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Arjun Hurry <[email-masked]> Saw
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> an unattended chat from p. Lynn What
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> happened at the time?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>  ZD 95607  You did not address the queries
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> of the customer and straightaway escalated to Deb, please check my response
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> and let me know if you have a confusion.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal <[email-masked]>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>  ZD 95679 Please check my response for your
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> reference.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @everyone: BFO is back in stock, so please
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> inform the customers accordingly.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 23, 2020 at 9:59 AM Phaedrus Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks for the update.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Oct 22, 2020 at 10:16 PM Kaeiara
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Blythe Delfino <
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> I spoke to customer over the phone.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Initially in chat she said she wants AV instead of BFO.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cx still have so many stocks (BFO) .. Then,
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> she requested for next AS it will be both AV and BFo but for 5 months
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> duration..So thats why next auto order would be april then 5 months
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> frequency.Notes has been updated.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 23, 2020, 12:28 AM Phaedrus
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Kaeiara Blythe Delfino
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]>  EH-202010210009-299050
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> This customer wants 3 BFO and 3 AV from next AS, I only see the request to
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> change the  3 BFO to 3 AV but
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> not sure, if the cx also wanted to
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> continue with BFO and AV?? Please clarify since the notes are not clear.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Thu, Oct 15, 2020 at 10:01 PM Phaedrus
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Vimal Tewari <[email-masked]> Chat
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> with Saad: We need to inform the customer to check the ingredients list on
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> the website and check with their country's customs if any ingredient is
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> banned
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> as there could be certain herbs that are
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> legal in the US but may be illegal in the EU or elsewhere and we cannot be
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> held accountable for it.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> Ticket
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> #95309 When you reinstate an auto-ship subscription, please save the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> changes and go back again to the auto-ship page to confirm if the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> credit card info is reflecting or if it's
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> wiped out. We need to inform the customers to update CC info if the
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> information is not available. CC info may be wiped out
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> when a customer's AS subscription is
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> deactivated for more than a month.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Cheers to life :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> On Wed, Oct 14, 2020 at 10:00 PM Phaedrus
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Arif <[email-masked]> wrote:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> @Abhishek Dalal
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> <[email-masked]> ZD  95269
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Please escalate such cases to Deb as there are certain orders that are
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> being placed on a new website and we do not have the access of those
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> orders, so we need to escalate to Deb to look into them.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 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 :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>