Subject: RE: Refund Complaint // 9777190297 // 1460918
From: Hamza Hafeez <[email-masked]>
To: Jessie Caparas <[email-masked]>, Sanjana Suresh <[email-masked]>, K Nayan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Apoorv Joshi <[email-masked]>, "Lelani Uypala" <[email-masked]>
Date: Mon, 16 Nov 2020 05:27:09 +0000

Hi Jessie,

Please proceed with the manual refund.

Regards,
Hamza Hafeez

Customer Support / e-Commerce Executive
  +971 4 517 3209
[signature_55581850]   +971 50 483 9600

Landmark Tower, Dubai Marina, Dubai PO Box 25030, United Arab Emirates

<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fshoemartstores.com%2F&data=02%7C01%7CHamza.Hafeez%40landmarkgroup.com%7Cc1f72e7b91764c2a25e508d8223fd606%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637297004867798950&sdata=9Vng6Y343y6g6%2FnjHopprpA7KrhC1e5uLLuTPY0tArc%3D&reserved=0>

From: Jessie Caparas <[email-masked]>
Sent: Monday, November 16, 2020 9:03 AM
To: Hamza Hafeez <[email-masked]>; Sanjana Suresh <[email-masked]>; K Nayan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Apoorv Joshi <[email-masked]>
Subject: FW: Refund Complaint // 9777190297 // 1460918
Importance: High

Hi Hamza,

The below shoemart items worth 676 wasn't delivered however customer still paid the full amount as this was the amount collected by the courier team.

Now we can't refund it in the system and we need to manually do it as the courier team marked this as NDR.

Need your approval to manually refund this amount to the customer.

FYI @Sanjana Suresh<mailto:[email-masked]> @K Nayan<mailto:[email-masked]>

The courier team is Aramex and tracking ID is 45904778872

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 15, 2020 1:11 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Nitesh Singh <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund Complaint // 9777190297 // 1460918

External email sender, please take precaution.
Hi Jessie,

Please find below the details requested:

Shoemart
162095998 - - Roller Skates with Hook and Loop Closure
162095987 - - Roller Skates with Hook and Loop Closure
162095995 - - Roller Skates with Hook and Loop Closure
162095988 - - Roller Skates with Hook and Loop Closure

Lifestyle:
161963294 - - Textured Metallic Pitcher with Handle
159312335 - - Flower Design Dessert Forks - Set of 6
161769095 - - Embossed Lotus Shaped Plate - 35x35x6 cms

Total of the above mentioned items is AED 1232, Order total value is AED 1861.

Thank you for looking into this.

Regards,
Apoorv
________________________________
From: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Nitesh Singh" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 14, 2020 11:30:01 AM
Subject: RE: Refund Complaint // 9777190297 // 1460918

@Apoorv Joshi<mailto:[email-masked]>

What is the total of the remaining items that are NDR? And which concept do they belong?

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 14, 2020 4:40 AM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Nitesh Singh <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund Complaint // 9777190297 // 1460918

External email sender, please take precaution.
Hi Team,

Please assist in closing the below case.

Thank you for your help!

Regards,
Apoorv

________________________________
From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Nitesh Singh" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 12, 2020 2:46:57 AM
Subject: Re: Refund Complaint // 9777190297 // 1460918

Hi Team,

Customer reported receiving the following items in the below case:
161619823 - - Jug with Wooden Handle, Quantity: 1, Price: AED 74
161351490 - - Dessert Spoons 6-Piece with Floral Bud Accents, Quantity: 2, Price: AED 126 (63 each)
161183336 - - Decorative Dual Toned Circular Bowl, Quantity: 1, Price: AED 50
161963298 - - Glass Jug with Sculpted Handle, Quantity: 1, Price: AED 125

The remaining items in this order are NDR as confirmed by Aramex and the full amount of the order was collected from the customer and was transferred to Landmark which is also confirmed by Aramex.

As per the order details on hybris the whole order is getting processed as NDR and the amount will be processed as Non refundable. Current status is Received at warehouse. Also attaching aramex confirmation of returning and collecting the whole amount.

Please assist in closing this. Customer is chasing for their refund. Thank you for your help!

Regards,
Apoorv

________________________________
From: "Nitesh Singh" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, October 29, 2020 8:41:11 AM
Subject: Refund Complaint // 9777190297 // 1460918

Hi Team,

Problem Statement: Refund complaing

Order Date : Apr 11, 2020

Order ID: 9777190297
Tracking ID: 45904778872
Assistance Required: Need further assistance

Issue Description: Customer placed order for 12 items out of which 1 item was cancelled. Out of the remaining 11 items customer received 5 items.

As per the status, order has been marked as NDR, however customer paid the full amount to the courier and was promised hat the remaining items would be delivered later, but customer didn't received. Courier team confirmed that the amount received from the customer has been settled with us.

Items delivered to customer:
161619823 - - Jug with Wooden Handle, Quantity: 1, Price: AED 74
161351490 - - Dessert Spoons 6-Piece with Floral Bud Accents, Quantity: 2, Price: AED 126 (63 each)
161183336 - - Decorative Dual Toned Circular Bowl, Quantity: 1, Price: AED 50
161963298 - - Glass Jug with Sculpted Handle, Quantity: 1, Price: AED 125

Child ticket: 1507485 has been created, however no update received yet.

Kindly look into this issue and do the needful.

Regards,
Nitesh

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com