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: Mon, 11 Jan 2021 21:57:48 +0530

@Harsh Sharma <[email-masked]> ZD  98185  Please be informed
shipping is not free on subsequent auto-ship orders, be it domestic or
international... Make sure to give the same info to cx in the future.

Thanks
Arif
Cheers to life :-)

On Fri, Jan 8, 2021 at 9:56 PM Phaedrus Arif <[email-masked]> wrote:

> @Vimal Tewari <[email-masked]> Were you able to create an
> account on "Shopify" Please confirm and let me and Dr Sam know.
>
> @Nushat Hashmi <[email-masked]> ZD  98163  May I ask where
> did you find the information of referral discount being credited to PayPal
> account? Please check my response.
>
> Thanks
> Arif
> Cheers to life :-)
>
>
> On Wed, Jan 6, 2021 at 9:59 PM Phaedrus Arif <[email-masked]> wrote:
>
>> @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 :-)
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>>>