Subject: RE: [#1022697] - Delivery
From: Jessie Caparas <[email-masked]>
To: Seeta Seeta <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Escalations Dxbteam <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 20 Jul 2020 06:00:02 +0000

Hi Seeta and Team,

Let’s have a catch up later at 1 pm Dubai time to follow a new process for escalations which needs approvals.

From: Seeta Seeta <[email-masked]>
Sent: Sunday, July 19, 2020 5:49 PM
To: Jessie Caparas <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; Escalations Dxbteam <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Saurabh <[email-masked]>; deeksha <[email-masked]>
Subject: Re: [#1022697] - Delivery

External email sender, please take precaution.
Hi Jessie,

We apologies for not mentioning all the details, while escalating the case to concept head. We will coach the agent to follow the proper escalation procedure while forwarding any case to concept heads.

The agents were following on the case since May, although we didn't get the proper response so, at the end the agent forward the case to concept head for refund approval.

Still, i will make sure we close/resolve the old cases on priority.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "jessie caparas" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>
Cc: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, 19 July, 2020 18:40:59
Subject: FW: [#1022697] - Delivery

Hi Team,

When escalating cases let’s make sure complete details are mentioned.

The below case was escalated to the head of Landmark!

It seems that the case has been left unattended for too long with this type of email.

From: Mike Bermingham <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 16, 2020 6:12 PM
To: Centrepoint <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Martin Lacey <[email-masked]<mailto:[email-masked]>>; James Dickson <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#1022697] - Delivery

How is it possible that we have allowed a customer complaint to go on for 5 months???

Please process the refund. Plus give the customer a 100 AED GIFT voucher as an apology.
Get Outlook for iOS<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C64f1f3829af84da115e608d82bea7ea6%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637307633431531826&sdata=0DJojj%2BeVhXIliqBiwfQL9bH5jKO%2FXzWG%2BBS9EWHi9A%3D&reserved=0>
________________________________
From: Centrepoint <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 16, 2020 6:03:10 PM
To: Mike Bermingham <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#1022697] - Delivery

External email sender, please take precaution.
Hi Team,

Problem Statement: Late Shipping C&C
Order Date :Feb 19, 2020
Order ID: 6466299869
Tracking ID1: 646629986922999991
Assistance Required: Need Urgent pickup from store

Issue Description: Customer placed order on Feb 19, 2020 and till now she has partially received the order. As per the hybris the remain shipment status is ready to be shipped
Customer is chasing us for her order so we request you to approval for refund, because it's pending more than 5 months.
​
Regards,
Ataullah

1022697:1125156
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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com