Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855
From: Jessie Caparas <[email-masked]>
To: Reddy Prasad <[email-masked]>, Ashwin Ravichandran <[email-masked]>, Harshit Luthra <[email-masked]>
Cc: Mohamed Shabaz Khan <[email-masked]>, Escalations Dxbteam <[email-masked]>, Wasim Qureshi <[email-masked]>, seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, asjad hussain <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Mon, 21 Dec 2020 12:37:20 +0000

Hi @Reddy Prasad<mailto:[email-masked]>

This is the data we need help at the moment:

Row Labels
Count of Ticket ID
Collection status - RP1207200002618
1
Collection status - RP1212200001751
1
Customer claims these 2 are missing:
153319153 - - Richmond Table Runner
161936489 - - LED Warm Cluster 200-Light String
1
Marked as delivered but not received by the customer
7
missing items delivered as per courier team and as per manifest shared by WH team - a total of KWD 16.44
161899014 - - Enchant Wired Candle Holder - Set of 2
162207268 - - Amal Hanging Tealight Holder
162207269 - - Amal Hanging Tealight Candleholder
161738239 - - Taga Decorative Tealight Holder
161257422 - - Fadala Glossy Hanging Lantern
161974055 - - Rose Paper Napkin - Set of 20
161937457 - - Dymas Tree Mug Holder
162159326 - - Pyrus 6-Piece Sundae Bowl Set - 300 ml
161937455 - - Dymas Napkin Holder
124538881 - - Mojo Fondue - Set of 4
1
Missing items pending with PP team
4
missing piece as per PP - to be confirmed with Reddy
1
Waiting for Harshit's confirmation from Dec. 15
1
(blank)

Grand Total
17

Row Labels
Count of Ticket ID
<8/3/2020

Aug
3
Sep
4
Nov
2
Dec
8
Grand Total
17

Full details are in attached sheet.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Reddy Prasad <[email-masked]>
Sent: Monday, December 21, 2020 11:25 AM
To: Jessie Caparas <[email-masked]>; Ashwin Ravichandran <[email-masked]>; Fauzan Ahmad . Musalman <[email-masked]>; Harshit Luthra <[email-masked]>
Cc: Mohamed Shabaz Khan <[email-masked]>; Escalations Dxbteam <[email-masked]>; Wasim Qureshi <[email-masked]>; seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; asjad hussain <[email-masked]>; Apoorv Joshi <[email-masked]>
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855

Dear Jessie

Can we have number of complaints pending or requested for manual refund before the call to keep the information ready for discussion

Regards

Reddy Prasad

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, December 20, 2020 1:50 PM
To: Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Harshit Luthra <[email-masked]<mailto:[email-masked]>>; Reddy Prasad <[email-masked]<mailto:[email-masked]>>
Cc: Mohamed Shabaz Khan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Wasim Qureshi <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; asjad hussain <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855
Importance: High

@Reddy Prasad<mailto:[email-masked]>

Please advise availability along with OLM team as per below email from Ashwin.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, December 20, 2020 2:49 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Harshit Luthra <[email-masked]<mailto:[email-masked]>>
Cc: Mohamed Shabaz Khan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Wasim Qureshi <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; asjad hussain <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855

Hi Jessie,

There has been a recent increase in number of similar cases, where the customer claims incorrect delivery, courier partner is unable to furnish POD details and refund approval has been sought. In such cases, there is limited data / evidence for us to take a decision on approval process

Can we please get on a call to understand the following:

  *   Reasons for increase in such cases
  *   Actions to be taken to mitigate such cases
  *   Required POD data for E Com team to approve such cases

Request you to set up this call

Regards
Ashwin

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, December 17, 2020 2:25 PM
To: Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Harshit Luthra <[email-masked]<mailto:[email-masked]>>; Ashwin Ravichandran <[email-masked]<mailto:[email-masked]>>
Cc: Mohamed Shabaz Khan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Wasim Qureshi <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; asjad hussain <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855
Importance: High

@Ashwin Ravichandran<mailto:[email-masked]>

Several emails have been sent to Harshit and Mohamed Shabaz about this concern.

The customer has multiple orders with us from September and customer claims that only 2 quantities were collected for this item 159832352 however our system shows 4 got collected.

Please advise if we can refund KWD 17.80 to the customer.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, December 16, 2020 1:13 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Harshit Luthra <[email-masked]<mailto:[email-masked]>>
Cc: Mohamed Shabaz Khan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Wasim Qureshi <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; asjad hussain <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Missing Item/Refund Approval(KW Homecentre) - 8209791855
Importance: High

External email sender, please take precaution.
Hi Team,

Kindly assist us to close the below case.

Regards,
Fauzan

________________________________
From: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
To: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Mohamed Shabaz Khan" <[email-masked]<mailto:[email-masked]>>, "Harshit Luthra" <[email-masked]<mailto:[email-masked]>>
Cc: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "wasim qureshi" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "asjad hussain" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, December 9, 2020 11:06:35 AM
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855

@Harshit Luthra<mailto:[email-masked]>

For your help please.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, December 9, 2020 7:45 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohamed Shabaz Khan <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Wasim Qureshi <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; asjad hussain <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Missing Item/Refund Approval(KW Homecentre) - 8209791855
Importance: High

External email sender, please take precaution.
Hi Team,

Kindly assist to close the below case.

Regards,
Fauzan

________________________________
From: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
To: "Mohamed Shabaz Khan" <[email-masked]<mailto:[email-masked]>>
Cc: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "wasim qureshi" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "asjad hussain" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, November 27, 2020 2:18:28 PM
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855

@Mohamed Shabaz Khan<mailto:[email-masked]>

The customer has multiple orders with us from September and customer claims that only 2 quantities were collected for this item 159832352 however our system shows 4 got collected.

Please advise if we can refund KWD 17.80 to the customer.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Friday, November 27, 2020 12:26 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Wasim Qureshi <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Asjad Hussain <[email-masked]<mailto:[email-masked]>>
Subject: Missing Item/Refund Approval(KW Homecentre) - 8209791855

External email sender, please take precaution.
Hi Team,

Problem Statement: (Missing items)
Order Date : Oct 23, 2020
Order ID: 8209791855
Total Order Value: KWD 35.60
Item: 159832352 - - Adric Laundry Hamper with Cutout Handles
Assistance Required: Refund Approval for the missing item
​
Issue description: The customer emailed us complaining that he has not received the above mentioned item. They have placed an order for 4 quantity of this item but they only received 2. We have escalated this to WH team as per the matrix to check regarding the same but no response. Refund amount of the missing item is KWD 17.80
Customer's History: Customer is shopping with us since Sep 2020 and has a total of 4 completed orders.

Please assist in getting a refund approval or investigating this further so we can close this case asap.

Regards,
Apoorv
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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