Subject: Customlist- Refunds multiple escalations
From: Subir Chakma <[email-masked]>
To: Maeshelle Lobo <[email-masked]>, "Jay Michael. Guisehan" <[email-masked]>, Trisha Perez <[email-masked]>, Melchezedek Bisares <[email-masked]>, Lesyl Samontino <[email-masked]>, Kenneth Obeso <[email-masked]>, "Edward Doruelo Jr." <[email-masked]>, Chandan Kumar <[email-masked]>, Ariel Timosa <[email-masked]>, Ankit Tandon <[email-masked]>, Ajay Kumar <[email-masked]>
Cc: Ruchi Johri <[email-masked]>, "Akhil P. Walia" <[email-masked]>, Siji George <[email-masked]>, Gee Jay <[email-masked]>, Bernadette Ferrer <[email-masked]>, Nyle Remo <[email-masked]>
Date: Sat, 3 Dec 2011 05:17:59 +0530 (IST)

Though this information's are included in the training manual sent to you, but I would like to stress on the below points again. Please understand them and follow accordingly. 

If customer complaints via phone/chat please direct them to email complaints@ . Please tell them- 

(For phone reps)- “You have phoned our sales line and I am unable to assist with your complaint. All complaints are handled by the data team as they can look at the specific database in questions" 

If they continue to assist please email [email-masked] on the customers behalf. 

This should be in third person in your chat name e.g below 

'Customer contacted over phone/chat and do not want to email complaints@. Wants updated database or partial/full refund due to very high bounced rate etc...' 

Please note: With all refund requests the email must show the chain of emails leading up to the refund request. The chain of emails must follow our procedure above. Refunds can not be requested based on phone records. Customer must email us. 

Please allow 2-3 business days for a refund to be processed. Avoid multiple escalations within such period. If customer contact every day tell them that normally it takes 2-3 business days and to wait until then. 

If client is not addressing a refund case even after 2/3 escalations in a period of many days, please notify us on such Tickets. 

If customer contact you via LiveChat on general issues like putting a custom database request, additional information on completed database etc... do NOT ask them to email [email-masked]. Generate a Ticket ON the chat (do not generate a separate Default Ticket), and escalate the issue/request to relevant department from your end. This is to avoid duplication of works. 

Thanks & Regards 
Subir Chakma