Subject: LTK1221604837883X - Client Complaint - 2
From: Subir Chakma <[email-masked]>
To: Ahlem <[email-masked]>, Dhananjay <[email-masked]>, Maria <[email-masked]>, Sami <[email-masked]>, "Amandeep Jangra" <[email-masked]>, Anand Babu <[email-masked]>, "Eman Sharafeldein" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Jaspal singh" <[email-masked]>, "Karan Sehgal" <[email-masked]>, "Kartik p . rao" <[email-masked]>, "Mahir Lubbad" <[email-masked]>, Majed Alkanad <[email-masked]>, "Pankaj Sharma" <[email-masked]>, Raj Bhushan Singh <[email-masked]>, "Soumaya Zahiri" <[email-masked]>, "Subir Ch
Date: Tue, 9 Feb 2016 22:21:23 +0530 (IST)

LTK1221604837883X - Karan - Customer was not replied which was reminded several times to the team. How will the customer know that someone is looking into his request. 

Procedure is to: 
- reply to the customer, 
- escalate where ever you need to, and then 
- put a clear Note with all required details 

I do not see a reason why someone would decline to follow the set procedure that is so simple and convenient for everyone. 

Additionally- 

When an order is in status BR or LP , I see that you escalate such cases to IT 

But these 2 statuses indicate that they are "being processed" by hub and there is a problem. There is nothing that IT dept can do. We need to esclaate to Hubs first to find out what caused the delay. If anything needs to be 

Status LE- We always check the delivery address first. Is it in Arabic? is there any data missing? 
if we cannot identify anything, then we escalate to IT 

Category selected was - Other. Whereas, its outbound or Delivery Issues. 

Regards, 
Subir