Subject: RE: Refund Approval - 9778954675
From: Jessie Caparas <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Tue, 4 Aug 2020 05:28:15 +0000

Hi Apoorv,

Find the attached approval.

From: Jessie Caparas <[email-masked]>
Sent: Friday, July 31, 2020 11:07 AM
To: Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Seeta Seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>
Subject: RE: Refund Approval - 9778954675

Hi Apoorv,

Will revert to you on this.

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 31, 2020 10:15 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>
Subject: Refund Approval - 9778954675

External email sender, please take precaution.
Hi Jessie,

Problem Statement: Refund Approval

Ticket ID: 929243
Order Date: Apr 20, 2020
Order ID: 9778954675
AWB: 45906067491
Total Order Value: AED 1,008.20

Issue Description: This UAE order has been placed on Apr 20, 2020 and the tracking shows delivered on May 20, 2020. Customer reported not receiving the order. The refund has still not been processed.

Customer is chasing for the refund and is insisting we get it done asap.

Case History: Customer contacted us on May 06, 2020 regarding this order and the reported not receiving it so the same was escalated to courier partner multiple times for POD but without any response.

Customer's History: Customer is shopping with us since March 2019 and has a total of 13 completed orders. Total value of completed orders is AED 5454.3. Customer has no previous/similar cases.

Assistance Required: Request you to provide an approval of AED 1,008.20 so that we can close this case.

Thank you for your help!

Regards,
Apoorv
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

Subject: RE: Refund Approval - 9778954675
From: Ritesh Sharma <[email-masked]>
To: Jessie Caparas <[email-masked]>, Atul Arora <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Mon, 3 Aug 2020 16:55:58 +0000

Hi @Jessie<mailto:[email-masked]>,

Go ahead with the refund.

--

Thanks and Regards,

<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.centrepointstores.com%2F&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7Cd98d4f51a8004706a1f608d837ce186b%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637320705606521502&sdata=2LQgbRHV5lJ9jYCtdHeYsOGLXOqVy63q4V4zNQS98MI%3D&reserved=0>

From: Jessie Caparas <[email-masked]>
Sent: Monday, August 3, 2020 8:19 AM
To: Ritesh Sharma <[email-masked]>; Atul Arora <[email-masked]>; Bhaskar Mandelia <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: RE: Refund Approval - 9778954675
Importance: High

Hi All,

I understand that an investigation has to be done to identify the root cause of the issue.

The CS team has done the necessary investigation as per SOP and providing that this escalation was sent since Friday is aggravating the customer and not to mention affecting the overall experience.

How long are we going to make the customer wait until we provide a resolution?

From: Ritesh Sharma <[email-masked]<mailto:[email-masked]>>
Sent: Monday, August 3, 2020 8:05 AM
To: Atul Arora <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Refund Approval - 9778954675

Sure Atul.

@Bhaskar<mailto:[email-masked]> – We’ve not received any POD/response from the courier partner and the customer is saying that he/she has not received the order at all.

Need your help in escalating it and ensuring that the partner is getting penalized for the same.

I’ve setup a call today to create a structure to address this problem more systematically. Will add you in.

--

Thanks and Regards,

<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.centrepointstores.com%2F&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7Cd98d4f51a8004706a1f608d837ce186b%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637320705606521502&sdata=2LQgbRHV5lJ9jYCtdHeYsOGLXOqVy63q4V4zNQS98MI%3D&reserved=0>

From: Atul Arora <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, August 2, 2020 1:43 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Ritesh Sharma <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Refund Approval - 9778954675

Can you confirm, where the order currently is?

Hi @Ritesh Sharma<mailto:[email-masked]>,

Most of the requests for refunds of such orders these days are high value orders. Please take this case up, and track it end to end with CS team, to know if this refund is accounted back to the requisite department.

Regards,

Atul Arora

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 31, 2020 11:08 AM
To: Atul Arora <[email-masked]<mailto:[email-masked]>>; Ritesh Sharma <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: FW: Refund Approval - 9778954675
Importance: High

Hi @Atul Arora<mailto:[email-masked]> @Ritesh Sharma<mailto:[email-masked]>

No POD was provided by the delivery partner and customer claims that this order has not been received.

Please advise if we can refund this order. The value is AED 1008.20 and customer has multiple orders with us from 2019.

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 31, 2020 10:15 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>
Subject: Refund Approval - 9778954675

External email sender, please take precaution.

Hi Jessie,

Problem Statement: Refund Approval

Ticket ID: 929243

Order Date: Apr 20, 2020

Order ID: 9778954675

AWB: 45906067491

Total Order Value: AED 1,008.20

Issue Description: This UAE order has been placed on Apr 20, 2020 and the tracking shows delivered on May 20, 2020. Customer reported not receiving the order. The refund has still not been processed.

Customer is chasing for the refund and is insisting we get it done asap.

Case History: Customer contacted us on May 06, 2020 regarding this order and the reported not receiving it so the same was escalated to courier partner multiple times for POD but without any response.

Customer's History: Customer is shopping with us since March 2019 and has a total of 13 completed orders. Total value of completed orders is AED 5454.3. Customer has no previous/similar cases.

Assistance Required: Request you to provide an approval of AED 1,008.20 so that we can close this case.

Thank you for your help!

Regards,
Apoorv