Subject: Re: New comment - [#4393703] Re: Share your feedback with us
From: Apoorv Joshi <[email-masked]>
To: Mohamed Mahmoud <[email-masked]>
Cc: Manish Kumar <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Wed, 20 Jul 2022 23:01:04 -0700 (MST)

Hi Ali, 

Voucher has been shared with the customer. 

Thank you for your help! 

Regards, 
Apoorv 

From: "Mohamed Mahmoud" <[email-masked]> 
To: "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]> 
Sent: Wednesday, July 20, 2022 7:56:30 PM 
Subject: FW: New comment - [#4393703] Re: Share your feedback with us 

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

Please do the needful. 

Thanks 

Ali 

From: Raveen Sethupathy <[email-masked]> 
Sent: Wednesday, July 20, 2022 3:59 PM 
To: Mohamed Mahmoud <[email-masked]>; Gito Varghese <[email-masked]> 
Cc: Escalations Dxbteam <[email-masked]> 
Subject: Re: New comment - [#4393703] Re: Share your feedback with us 

Hi Mohamed, 

The Voucher has been created as requested. I have put the configuration below, please check and let me know if anything has to change. 

Code: 038-61R5-KL1T-DNNS-GD|Start Date: 20.07.2022 00:00:00|End Date: 20.10.2022 23:59:00 

Type: Serial Voucher|Concept: MAX|Territory: UAE|Checkout Site: N/A 

Value: 141.52 AED|Minimum Threshold Value: 142 AED|Maximum Discount: N/A|Combinable with other vouchers: FALSE 

Total quantity of redeemable vouchers: 1|Total quantity of redemptions per customer: 1 

Categories included/excluded: N/A|Brands included: N/A|Device Restriction: N/A|First Time User Restriction: N/A 

Kind Regards, 

From: Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 20 July 2022 at 3:33 PM 
To: Gito Varghese < [ mailto:[email-masked] | [email-masked] ] >, Raveen Sethupathy < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: New comment - [#4393703] Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Gito Varghese ] , [ mailto:[email-masked] | 
@Raveen Sethupathy ] 

Please create a new Max voucher wroth 141.52 AED TH 142 AED valid for three months. 

Thanks 

Ali 

From: Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, July 17, 2022 6:13 PM 
To: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Priyanka Gadiya (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] >; Mohamad Maqsud < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: New comment - [#4393703] Re: Share your feedback with us 

[ mailto:[email-masked] | @Prakash
 Iyangar ] 

Cst’s agreed with the voucher 

From: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, July 13, 2022 6:11 PM 
To: Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Priyanka Gadiya (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] >; Mohamad Maqsud < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: New comment - [#4393703] Re: Share your feedback with us 

Is the customer ok if we issue a goodwill voucher against it? 

From: Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, July 13, 2022 3:46 PM 
To: Max < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Priyanka Gadiya (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] >; Mohamad Maqsud < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: New comment - [#4393703] Re: Share your feedback with us 
Importance: High 

[ mailto:[email-masked] | @Prakash
 Iyangar ] 

Please assist to get the concept Finance approval for the below case. 

Thanks 

Ali 

From: Max < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, July 7, 2022 4:10 PM 
To: [ mailto:[email-masked] | [email-masked] ] ; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] >; Priyanka Gadiya (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] >; Mohamad Maqsud < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: New comment - [#4393703] Re: Share your feedback with us 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

There is a new comment in the ticket submitted by Aya Saoud to HelpMaxAE 

Comment added by : Punit Darji 

Comment Content: 

Hi [ mailto:[email-masked] | 
@Mohamed Mahmoud ] , 

Please follow the below process for cash refund for this exceptional case. 

II. Exceptional Cases 

(E.g: Cases where RTS but customer wants cash refund, >6months old Payfort cases) 

    * CS Team to check all LMG systems & ensure no duplicate refund to the Customer (must be clearly written while taking approvals) 
    * After validation with LMG systems, CS Team to fill details in the attached format & submit for necessary approvals. 
    * CS Team to follow the below approval matrix 

	

First Approval 

Second Approval 

Third Approval 

Concept Finance 

C2C Team 

(Sabir / Sonal) 

E-com Finance (Vivek) 

    * Refund will be processed along with regular cash refund batch & will be completed within 5-7 working days. 

Regards, 

Punit Darji 

From: Priyanka Gadiya (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, July 7, 2022 2:07 PM 
To: Punit Darji < [ mailto:[email-masked] | [email-masked] ] >; Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Ticket Assigned - Re: Share your feedback with us 

Hi Punit, 

There is double payment received against Order No- 9569765205 in May'22. Please check the below extract of Mashreq MSA: 

	

DH 

MERCH ID 

POST NO 

BATCH 

SEQ 

DATE 

TIME 

TRAN TYPE 

CARD 

AUTH CD 

CARD ISSUER 

CAPTURE TYPE 

PROD TYPE 

REGION 

COMM RATE 

SRC AMOUNT 

SRC CRNCY 

AMOUNT 

COMM AMNT 

COMM CRNCY 

VAT AMT 

STTL AMNT 

STTL CRNCY 

ARN REFNO 

ACCOUNT ID 

TRANX DATE 

DT 

1000115699 	

10133482 	

53 	

78 	

511 	

1209 	

PRCH 

400536******1427 

438948 	

VISA PREM 

ELECTR 

DB 

DMST 

1.75 	

141.52 	

AED 

141.52 	

-2.48 	

AED 

-0.12 	

138.92 	

AED 

'001123057066 

'784500969042 

5/11/2022 

DT 

1000115699 	

10133482 	

53 	

77 	

511 	

1208 	

PRCH 

400536******1427 

429239 	

VISA PREM 

ELECTR 

DB 

DMST 

1.75 	

141.52 	

AED 

141.52 	

-2.48 	

AED 

-0.12 	

138.92 	

AED 

'001123056666 

'784500969042 

5/11/2022 

​Regards, 

Priyanka Gadiya 

From: Punit Darji < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, July 7, 2022 11:26 AM 
To: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Priyanka Gadiya (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

++ correct id of [ mailto:[email-masked] | 
@Mohamed Mahmoud ] 

Hi [ mailto:[email-masked] | 
@Priyanka Gadiya (TCS) ] , 

Please check if any double transaction is available in CCOD MSA. 

Regards, 

Punit Darji 

From: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, July 7, 2022 11:09 AM 
To: Punit Darji < [ mailto:[email-masked] | [email-masked] ] >; Mohamad Maqsud < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Ticket Assigned - Re: Share your feedback with us 

Dear [ mailto:[email-masked] | @Punit Darji ] & [ mailto:[email-masked] | @Mohamad Maqsud ] , 

The given order is showing as "Cash on Delivery" in Hybris. I searched in all MSAs, but the auth code is not reflecting anywhere. 

Please suggest if anything else is required to be done from my side. 

Below is SS of Hybris portal for your reference : 

Thanks & Regards, 

CA. Sonal Gyanchandani. 

[TCS - Business Process Lead] 

From: Punit Darji < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, July 6, 2022 5:21 PM 
To: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] >; Mohamad Maqsud < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Mohamad Maqsud ] , 

Please refer trail mail. 

Hi [ mailto:[email-masked] | 
@Sonal Gyanchandani (TCS) ] / [ mailto:[email-masked] | 
@Sabir Sutharya ] , requesting your support to close this ASAP. 

Regards, 

Punit Darji 

From: Punit Darji 
Sent: Wednesday, June 29, 2022 5:47 PM 
To: Sonal Gyanchandani (TCS) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rohit Kamath (TCS) < [ mailto:[email-masked] | [email-masked] ] >; Sabir Sutharya < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Sonal Gyanchandani (TCS) ] , 

Please check MSA & resolve the below issue. 

Regards, 

Punit Darji 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, June 29, 2022 5:33 PM 
To: Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] >; Punit Darji < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Punit Darji ] , 

Can you please assist with the below situation where the customer claims to have deducted money twice and has shared the screenshot. 

From: Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 28, 2022 12:07 PM 
To: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Dear [ mailto:[email-masked] | 
@Faraz Lohani ] , 

It’s Confirmed. 

Regards 

Sameer Hasan 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 

Sent: Tuesday, June 28, 2022 11:59 AM 

To: Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 

Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Sameer Hasan ] , 

Can you reconfirm as th customer has shared the SS of the payment deducted twice : 

From: Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 28, 2022 11:47 AM 
To: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Faraz Lohani ] , 

PFB 

	

Sl.No. 	

AWB 	

Order No 	

Ship Date 	

Delivery Date 	

Delivery Origin 	

Delivered Place 	

Terminal No 	

Card Number 	

Authorization Code 	

Date of Transaction 	

COD to be Collected by CC 	

COD Collected by CC 	

Delivery Person 

1 	

FC051122000108 

9569765205 	

10-May-22 	

10-May-22 	

Dubai 	

Dubai 	

10133482 	

400536******1427 

438948 	

10-May-22 	

141.52 	

141.52 	

khurram12_lmg 

From: Sameer Hasan 
Sent: Tuesday, June 28, 2022 11:46 AM 
To: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 

Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Dear [ mailto:[email-masked] | 
@Faraz Lohani ] , 

Please find below CCOD Transaction by our driver on that Day. Kindly refund to the Customer if that day Transaction made 2 times for Same amount because Driver has deposited 1 Slip to us on that day. 

Regards 

Sameer Hasan 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 28, 2022 11:36 AM 
To: Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Sameer Hasan ] , 

Any update for the below ? 

From: Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 20, 2022 3:33 PM 
To: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Dear [ mailto:[email-masked] | 
@Faraz Lohani ] , 

We are checking with the driver and will update here. 

Regards 

Sameer Hasan 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 20, 2022 3:24 PM 
To: Max < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Sameer Hasan ] , 

2 nd reminder. 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, June 12, 2022 10:50 PM 
To: Max < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Sameer Hasan ] [ mailto:[email-masked] | 
@Vaibhav Ohri ] , 

Reminder. As we need to close this case. 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 9, 2022 3:23 PM 
To: Max < [ mailto:[email-masked] | [email-masked] ] >; Sameer Hasan < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Ticket Assigned - Re: Share your feedback with us 

Hi [ mailto:[email-masked] | 
@Sameer Hasan ] [ mailto:[email-masked] | 
@Vaibhav Ohri ] , 

Can you assist with the below issue where the cst claims to have paid the driver in his machine and the order was a COD order. 

From: Max < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, May 24, 2022 9:38 AM 
To: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Ticket Assigned - Re: Share your feedback with us 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi Faraz Lohani, 

A new ticket has been assigned to you. Please follow the link below to view the ticket. 

Re: Share your feedback with us 

Hi Team, 

Kindly assist on this! 

Problem Statement: Delivery Follow Up 
Order Date : May 10, 2022 
Order ID: 9569765205 
Tracking ID: FC051122000108 
Assistance Required: Check If The Delivery Charge Has Been Captured Twice 

Issue Description: The order was delivered on (5/11/22) and as per the customer the order amount (AED 141.52) has been captured twice. Please check the bank statement which has been shared by the customer and do the needful. 

Regards, 
Aya. 

	

	

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Cash Refund Format (Exceptional Cases).xlsx ] 
4393703:1125156 
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