Subject: Re: Kuwait escalation Matrix
From: Apoorv Joshi <[email-masked]>
To: Mohammad Shababe Quamar <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Jessie Caparas <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Tue, 21 Mar 2023 04:31:05 -0700 (MST)

Hi Shababe, 

Thank you for sharing the updated matrix. 

We will update the same and will cascade to the team. 

Regards, 
Apoorv 

From: "Mohammad Shababe Quamar" <[email-masked]> 
To: "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]> 
Cc: "Jessie Caparas" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Tuesday, March 21, 2023 10:57:13 AM 
Subject: Kuwait escalation Matrix 

Hi Team, 

Please find attachment for updated escalation matrix of Kuwait to be followed. 

In addition to escalation matric below mentioned points to be followed to reduce touch points. 

    * Assigning HC home delivery related quires to GDMS SPOC 

        * All GDMS delivery, return and damage follow ups (Online / Offline) to be sent to [ mailto:[email-masked] | 
@Abdul Safurullah ] marking CC to [ mailto:[email-masked] | 
@Murugapandian Mani ] instead of routing through stores. 
    * Collecting customer preferred location for cash refund 

        * CS agents to check if refunds back to bank are failed. 
        * CS agent to check with customers which location is preferred (as exception) to collect cash, incase if bank refund is failing (should offer this as only exception) 
        * Same should be updated in the Hybris tickets raised to [ mailto:[email-masked] | 
@Rahul Nerkar (TCS) ] and [ mailto:[email-masked] | 
@Tharindu Rajapaksha ] 
        * Rahul to send the details in email while sending the approval request itself. 
    * Refund follow-up escalation. 

        * CS agent to check if the refund was done within 7 days SLA period. 
        * If refund is done less than 7 days, should request customer to check after some time. 
        * If refund is not hit customers account >7 days, Customer has to share bank statement and CS agent can share it with finance KW Team to validation. 
        * If refund transaction not available in Hybris, CS agent to send the request to DXB Team to raise SR with IT. 

Thanks & Regards, 

Shababe Quamar 

+971 4 517 4278 

Landmark Group HQ, Marina, Dubai, UAE. 

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