Subject: Feedback/Mishandling/
From: Gelna Genosolango <[email-masked]>
To: subir <[email-masked]>
Date: Wed, 25 Nov 2015 06:51:33 +0530 (IST)

Agent: Karan 
LTK1221604577136X 
RESOLVED the ticket without working on it! 

The last email was sent on 27th of Oct and Karan has been holding it on his queue without addressing cs query and resolved it on 3rd Nov! Cx emailed 
again on 11th under ticket LTK1221604617396X and he was the one answered that ticket saying value was amended but cx didn't provide invoice yet! In addition to that, the value stated by the cs on her first email for shipment 420454249274890104201761825811 was usd29.99 but on the backend it is USD18.49 so no changes has been made at all. 

Other than value amendment, cx was asking what else she needed to do in order to release the shipment to Canada. Karan just said amendment has been done without answering the other query of the cs. 

Now, cs contacted us again under LTK1221604638481X expressing her frustration which is understandable as she was not assisted properly. 

Agent: Soumaya 
LTK1221604633636X 
Wrong escalation. 

This is Return but escalated to level 2? and we are just awaiting the payment of USD20.00 from the customer.