Subject: Refund Approval #6476318738
From: "Fauzan Ahmad . Musalman" <[email-masked]>
To: Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Sat, 25 Jul 2020 08:33:54 -0700 (MST)

Hi Team, 

Problem Statement : Refund approval. 
Ticket id : 825222 
Order Date : Apr 2, 2020 
Order ID: [ callto:6449604004 | 6476318738 ] (Max Concept) 
Tracking ID : 290083136209 
Total Price : SAR157.00 

Issue Description : order was placed on 02-Apr-2020 and was shipped to SMSA on ​ 04-Apr-2020 , However as per SMSA website the order has been returned to shipper on 23-April-2020 and the status on hybris is Delivered and we can not see any refund or RMA for the order as it not delivered to customer. 

Case history : Customer emailed us on 28 Apr 2020, that he has not recieved the order. We have escalated to SMSA to update us the status of the shipment and Conloc to update us if the order has been returned or not but we have not got any update from them. 

Customer's history : Customer is with us since 2019 and have 3 completed order. 

Assistance required : We request you to provide refund approval in order to have the customer refunded manually and close the issue as the case is pending since long time. 
Regards, 
Fauzan