Subject: Re: feedback
From: Khargeswar Solowan <[email-masked]>
To: Ashok Katoch <[email-masked]>
Cc: Subir Chakma <[email-masked]>
Date: Wed, 28 Nov 2012 09:52:17 +0530 (IST)

Hi

Okay i will!

  However i came to know that i made a mistake on this LTK527077548036X, after handled this chat.

 So i will take care of it in future.

 Thanks
Khargeswar

----- Original Message -----
From: "Ashok Katoch" <[email-masked]>
To: "Khargeswar Solowan" <[email-masked]>
Cc: "Akhil P Walia" <[email-masked]>, "subir" <[email-masked]>, "Ankit Tandon" <[email-masked]>
Sent: Wednesday, November 28, 2012 8:53:37 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: feedback

hi Khargeshwar, 

We have received a feedback for you 

LTK527077548036X – Kate – You are not allowed to handle the issue of Duplicate accounts. If a Member Chats with us because she has duplicate accounts that are NOT noted by Me or Sandy in the Member’s notes, it is your job to gather information about the accounts, but it is NOT your job to provide resolution. You are not authorized to help a Member with Duplicate Accounts, and you are NOT allowed to tell a Member whether or not she will be allowed to keep one or any of her accounts. This is not your decision to make as a Chat Operator.
In this case, the Member said she created more than one account, and she is looking for an account she has $41 in. She gave you two email addresses: [email-masked] and [email-masked]. However, neither of those accounts have $41 which means there is probably a third account she has not told us about. She already knows our policy, so there is no reason to keep telling her our policy. Instead, you should have asked her for any other email addresses she have so we can find all accounts in question. Once you had done this, you should have escalated, instead of trying to handle the issue yourself.
It is important that you understand that some Members will unintentionally create more than one account. This is very different from a Member intentionally trying to create multiple accounts. You are not trained to recognize this situation, and you are not trained to make decisions about which accounts we can or cannot allow. For this reason, you must escalate Duplicate account tickets.

You have to be ultra careful while handing the complex chats, I believe this was informed to you before as well and it has been posted on the blog that we are not equipped to handle duplicate account chats. These needs escalations. Please understand situation is very critical and you have to pull your self, work more effectively avoid such mistakes. 

Please revert back to this email 

Kind regards 
Ashok Katoch