Subject: Re: Very poor handling of ticket
From: Saurabh Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Sun, 28 Feb 2016 09:44:30 +0000

This ticket has been very poorly handled

Please see the reasons below

  1.  Greeting - when emailing SMSA, you don't say Welcome to Basicxx.
  2.  Basicxx should not have been capitalised
  3.  The language of the email is just not write. You have to remember SMSA is a courier company, so asking why the customer has to pay twice is just a useless statement. You need to ask that question to yourself, and not to your courier partner. To SMSA you should have simply written: "This customer has placed a pre-paid order, and the item was shipped pre-paid. The customer claims you have attempted to collect payment for this order. Kindly deliver this order as Pre-paid without collecting any payment and update us on the status."
  4.  What language is "Kindly be advise the reason why the customer is requested to pay twice?"
  5.  5th and the BIGGEST MISTAKE - Despite my several instructions, why did the agent copy internal members of staff on this email.

Please treat this email as general feedback for all agents handling Basicxx as the intent is not to blame a single agent, as everyone seems to be making such silly mistakes.
From: "Soumia Zahiri (Basicxx)" <[email-masked]<mailto:[email-masked]>>
Reply-To: Basicxx <[email-masked]<mailto:[email-masked]>>
Date: Sunday, 28 February 2016 at 1:26 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Eman Sharafeldein <[email-masked]<mailto:[email-masked]>>, Soumia Zahiri <[email-masked]<mailto:[email-masked]>>, Mahir <[email-masked]<mailto:[email-masked]>>, Ben Sami <[email-masked]<mailto:[email-masked]>>
Subject: [Basicxx] "Support" assignment: Order 200001742 - AWB 290000114313

##- Please type your reply above this line -##

This ticket (#1074<https://basicxxhelp.zendesk.com/agent/tickets/1074>) has been assigned to group 'Support', of which you are a member.

[Soumia Zah]

Soumia Zahiri (Basicxx)

Feb 28, 02:56

Dear SMSA,

Welcome to BASICXX,

We are emailing you in regard to this Order 200001742 - AWB 290000114313, customer claims to have been contacted by SMSA which has asked him to pay knowing that he opted for online payment by card beforehand.

Kindly be advise the reason why the customer is requested to pay twice?

Looking forward to your reply,

Thanks and regards,

Soumaya,
Basicxx support,

You are an agent. Add a comment by replying to this email or view ticket in Zendesk<https://basicxxhelp.zendesk.com/agent/tickets/1074>.

Ticket #        1074
Status  Pending
Requester       RPD-RPI Master
CCs     Sajjad Nazer Ahmed, Thameemul Ansari, Yousri A. Kandil
Group   Support
Assignee        -
Priority        -
Type    Ticket
Channel Web Form

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