Subject: Fwd: LTK527057779763X
From: Ankit Tandon <[email-masked]>
To: vidya bati <[email-masked]>, Subir C <[email-masked]>, ramananda <[email-masked]>
Date: Wed, 18 Jul 2012 08:29:22 +0530 (IST)

----- Forwarded Message -----
From: "Ankit Tandon" <[email-masked]>
To: "shyam Bisht" <[email-masked]>
Sent: Wednesday, July 18, 2012 8:27:37 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Re: LTK527057779763X

Hi Shyam, 

If the case was already escalated to the resolution team then it means that a response must have been send by them to the customer so you search for the customer's history using customer's email address by going to search option provided in the LP and selecting the time frame as Last 31 days. 

This implies to all the cases which have been escalated to the resolution team. We cannot re-escalate the case again to them until we inform the customer about the response that was send by the resolution team. 

1. We should first inform the customer date and ticket# on which it was send.
2. We should customer to look in his inbox or spam box for the mail. 
3. If customer says unable to find, you need to copy & paste the email that was sent by resolution team in the chat itself. 
4. If still customer persists or say he didn't received the response and want it to be re-sent then please ask to make sure that he has added our email address to his safe list and register book and then you can re-escalate it. 

Regards
Ankit
----- Original Message -----
From: "shyam Bisht" <[email-masked]>
To: "Ankit Tandon" <[email-masked]>
Cc: "M ramananda" <[email-masked]>, "Subir C" <[email-masked]>, "vidya bati" <[email-masked]>
Sent: Wednesday, July 18, 2012 4:50:15 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: LTK527057779763X

Hi Ankit, 

Just wanted to know, if a customer come and ask about the payment. And the customer's payment request is denied because of inactivity and the customer not able to reactivate his account on the same time (even this case was already escalated because of the same reason). In that case should we escalate this case again to Resolution Team?

Thanks and Regards,
Shyam Bisht