Subject: Re: [#4179094] - Returns
From: Manish Kumar <[email-masked]>
To: jessie caparas <[email-masked]>
Cc: Reddy Prasad <[email-masked]>, Youraj Kinhikar <[email-masked]>, Max <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Apoorv Joshi <[email-masked]>, Ankur Kwatra <[email-masked]>, escalations dxbteam <[email-masked]>, Sailab Rai <[email-masked]>
Date: Tue, 19 Apr 2022 01:22:07 -0700 (MST)

Hi Jessie, 

Thank you for sharing the feedback. 

We apologise on this mistake. 

We have checked the escalation matrix and it seems like it is up to date however the agent has erroneously escalated the ticket. 

We have already fed the agent and he has admitted his mistake and ensures that it will not be repeated. 

Regards, 
Manish 

From: "jessie caparas" <[email-masked]> 
To: "Reddy Prasad" <[email-masked]>, "Youraj Kinhikar" <[email-masked]>, "Max" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Ankur Kwatra" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]>, "Sailab Rai" <[email-masked]> 
Sent: Tuesday, April 19, 2022 12:01:21 PM 
Subject: RE: [#4179094] - Returns 

[ mailto:[email-masked] | @Manish Kumar ] [ mailto:[email-masked] | @Apoorv Joshi ] [ mailto:[email-masked] | 
@[email-masked] ] 

Please get this checked. 

Ensure that the escalation matrix of the team is up to date. 

Jessie Caparas 

Team Leader 

+971 4 5172087 

Landmark Group HQ, Marina, Dubai, UAE. 

[ http://www.landmark.digital/ | www.landmark.digital ] 

From: Reddy Prasad <[email-masked]> 
Sent: Saturday, April 16, 2022 10:00 PM 
To: Youraj Kinhikar <[email-masked]>; Max <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Jessie Caparas <[email-masked]> 
Cc: Escalations Dxbteam <[email-masked]>; Sailab Rai <[email-masked]> 
Subject: RE: [#4179094] - Returns 

Dear [ mailto:[email-masked] | 
@Mohammad Shababe Quamar ] & [ mailto:[email-masked] | 
@Jessie Caparas ] 

We have informed several times to follow the escalation matrix shared earlier 

CS agents are still forwarding Max related quires to CP team 

Can you please communicate to all agents to follow the escalation matrix 

Regards 

Reddy Prasad 

From: Youraj Kinhikar < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Saturday, April 16, 2022 12:01 PM 
To: Max < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Sailab Rai < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#4179094] - Returns 

[ mailto:[email-masked] | @Reddy Prasad ] 

Can we please share escalations matrix for respective brands to ecom team. 

It would help to resolve customer queries faster. 

From: Max < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 16 April 2022 08:39 
To: Youraj Kinhikar < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: [#4179094] - Returns 

External email sender, please take precaution. 

Hi Team, 

Problem Statement: Refund issue. 

Issue Description: The customer reported that he return an item but the refund is not reflected in his account, kindly check the attached invoice. 

Customer details : 

Email: [ mailto:[email-masked] | [email-masked] ] 

Contact No : 96952279 ​​ 

Regards, 

Bahashwan 

On Thu, 14 Apr at 7:18 PM , Mohamad kassab < [ mailto:[email-masked] | [email-masked] ] > wrote: 

ذهبت الى فرع مجمع البحر سنتر في حولي - الكويت لارجاع اغراض اشتريتها بتاريخ ٣-١-٢٠٢٢ وقد اخبرني موظف الكاشير انهم سيعيدون المبلغ الى حساب بطاقة الائتمان خلال ١٥ يوم وقد اخذ الوصل الاصلي مني وعندي صورة الوصل فقط وحتى تاريخ اليوم لم يرجعوا المبلغ وقد راجعتهم عدة مرات وكل مرة يتحججون ان الموظف المسؤول غير موجود. وانا مستاء جدا من الخدمة ويرجى تسجيل هذا الطلب تحت بند شكوى لديكم 

4179094:1125156 
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