Subject: LMG return Update
From: Urvika Chaudhary <[email-masked]>
To: LM CS Team <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Thu, 14 May 2020 23:58:50 -0700 (MST)

Hi All, 

Following our update on the NO RETURN POLICY. Please note the return is still not operational in BH and KW. However, in UAE and KSA the customer can opt for RTS or raise a return online once the lockdown is lifted. 

RETURN WHEN THE PRODUCT IS ALREADY COLLECTED 

In the coming days, you might come across scenarios where the customer is claiming that they have already returned the products. However, the refund is still not initiated. Please follow the below procedure 

In case of the canceled RMA when we don't see any amount to be refunded in the following sections (PG value, My credit, RV value ), But still the customer is claiming the items have been collected 

1- Make sure that the items have been collected by tracking the shipment using the AWB. 

in case the AWB is showing (INVALID), We can track the shipment using the collection Reference. 

Check with Reference number (You will find it just next to the AWB- Select all AWB) 

2-once we confirm that the items have been collected, We create new RMA for the returned items without AWB and we escalate the issue to conloc to process the refund for the RMA. 

3- in case conloc does not get back to us within 48 hours we proceed with the manual refund. 

a- if the value of the items is less than 100 SAR/AED we provide Jira the blanket approval and ask them to process the refund 

b- if the value of the items is more than 100 SAR/AED we ask for approval from the concept head (Contact Team Leader on Zimbra), and after getting it we Shall request Jira to process the refund after attaching a screenshot of the approval. 

I have added this to the Landmark update sheet as well. 

Please let me know if you need any further clarification on this 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ]