Subject: Calculating Refund
From: Saurabh Dadu <[email-masked]>
To: Malik Ismail <[email-masked]>, "[email-masked]" <[email-masked]>, Mohd Imran <[email-masked]>
Cc: mustehsan.siddiqui <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Tue, 2 Aug 2022 15:00:50 +0000

Dear Malik, Mohmoud, Imran,

I hope you are well. We were reviewing one case for DSAT https://landmarkgroupservice.freshdesk.com/a/tickets/4668398 and came across a situation which we realise is very common.

Customer ordered multiple items, and applied a promotion code to get a discount on total order. If then he returns the item, he gets refund, with the amount of promotion code adjusted.

The question here is no one in our team understands the actual calculation based on how the refund amount is computed.

Please look at the screenshots below

In this case

  *   Customer purchased total items at original value of SAR 335
  *   Discount Coupon applied: SAR 45
  *   Customer returned one item original price SAR 50
  *   Customer received a refund of SAR 44.5455

If  we do 45 / 335 x 50 = SAR 6.71

In this case amount of refund should have been 50 - 6.71 = SAR 43.28
Customer says his promo code was SAR 30, in that case the voucher value would be SAR 4.47 refund amount SAR 45.52

Also since the prices are tax inclusive, we don't need to worry about the tax component.

You would see that based on either calculation, we did not arrive at the refund amount of SAR 44.5455.

Please help my colleagues understand how its computed, as there are many questions about this, and we are constantly upsetting the customers. I've been told that instructions from LMG are to send a standard response without break-up, but that wont help.

Looking forward for your assistance.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203