Subject: Fatal Auditing 6 - 12 Feb
From: Seeta Seeta <[email-masked]>
To: Nitesh Singh <[email-masked]>
Cc: Mohd Imran <[email-masked]>, jessie caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, malik ismail <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 20 Feb 2020 07:30:44 -0700 (MST)

Hi Nitesh, 

As you are already aware that we have started the auditing for emails/chats. In 6- 12 Feb auditing you have received 4 fatals and I want you to go through with the details and make sure that the same thing won't happen again. 

Fatal Details: 

Audit Type 	Audited By 	Agent Name 	Customer's Email Id 	Ticket No - Order Number 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Seeta 	Nitesh Singh 	[email-masked] 	448611 – 9769436976 	7-Feb-20 	7-Feb-20 	0% 	Fatal 
Email 	Seeta 	Nitesh Singh 	[email-masked] 	451966 - 7669458376 	9-Feb-20 	9-Feb-20 	0% 	Fatal 
Email 	Seeta 	Nitesh Singh 	[email-masked] 	454466 - NA 	10-Feb-20 	10-Feb-20 	0% 	Fatal 

Reasons for fatal: 

448611 – 9769436976: Customer is reporting that he did not get Buy 1 Get 1 in his order and asked to clarify the order. 

What can be done: You addressed the concern. however, you failed to explain it properly to the customer. You can simply inform the customer at that time about the offer which is all Buy 1 GET 1 offer customer needs to select the 2 quantity of the same product or from the same promotion section. 

451966 - 7669458376: Customer contacted us regarding exchange. 

What can be done: You sent the return policy without amending any details on email. Eg: Its was kuwait order and he mentioned UAE. 

454466 - Customer contacted us regarding shukran account as he was unable to link his account. 

What can be done: You sent the customer the format how to link the shukran account. In this case you should needs to delink the customer account and should have to inform the customer that he needs to link his account again, Also the phone number and email address should be the same in order to get the verification code. If still customer was unable to link the account then he should have to suggest the customer to get in touch with shukran team 

Thanks & Regards, 
Seeta Kunwar