Subject: Fwd: Retraining
From: Ashok Katoch <[email-masked]>
To: Ankit Abrol <[email-masked]>, Prakash Tiwari <[email-masked]>, Ariel Timosa <[email-masked]>, Anthony Tanjay <[email-masked]>
Cc: Akhil P Walia <[email-masked]>, subir <[email-masked]>, Ankit Tandon <[email-masked]>
Date: Thu, 11 Oct 2012 11:47:16 +0530 (IST)

Hi Team, 

Please see the below feedback, You all need to be careful while handling the chats.  Always cross check if unsure. 

Thanks 
Ashok Katoch 

LTK527071401098X ( Green colour ) – Anthony – The credit requested by this Member was a Cash SHOPPING credit for $3.60 ($17.98 x 20% = $3.60). Instead you entered a Cash OFFER credit for $20.00. If you do not know how to properly enter a Cash Shopping credit, please immediately review our Cash Shopping manual credit requirements.

LTK527071462462X – Ariel ( Green Colour ) – First, we do NOT have an “offer number”. Do not ask a Member for this information again.
Second, there very clearly IS an Offer called Clean Freak Survey, which the Member DOES have a click for. You need to be thorough when checking for a Member’s clicks.

LTK527071500706X ( red colour ) – Shirley – Credit was already denied for ticket LTK527071305724X. You are not allowed to enter a denied credit, because you have not solved the reason it was denied.
It is a big problem that you did not go find ticket LTK527071305724X. The Member CLEARLY told you that she talked to us before, and you could not enter her credit without seeing that it was already DENIED. Her denied credit gives you her previous ticket #, so there is absolutely no acceptable reason why you did not go find her other ticket and address the problem.

LTK527071538634X ( Green colour )– Ariel – Ariel needs immediate training on how to enter a Cash Shopping credit. The credit she entered for this ticket is not correct.

LTK527069566991X ( Red Colour ) - Alan – This Member said she received a check that was DAMAGED. When a Member has a check that is damaged, either by the Member, or by the Postal Service, this is entirely separate from when the Member’s bank is denying an intact check.
Banks do not accept torn checks. This does not mean bank will not accept our checks, it just means the Member needs a check that is not torn. If a Member tells us she has a torn check, please escalate instead of telling her about our alternative options.
I have created a new CR to use in this situation. It can be found under Payments > Member has DAMAGED check. Please use that CR going forward.