Subject: Refund approval.
From: Mohammad Shafeeque <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Wed, 5 Aug 2020 22:22:33 -0700 (MST)

Hi Team 

Problem Statement: Refund approval. 

Ticket ID: 1054150 
Order Date: 04/21/2020 
Order ID: 6484605851 
Tracking ID: S001005236191 
Total Price: SAR 632.90. 

Issue Description: The customer is denying receiving his order,However, it show's to us the order was delivered on 05/20/2020 whether on Hybris and Shipa tracking site. 

We mailed the courier partner (shipa) many times requesting for POD, the have replied to us only on 07/26/2020 asking as for customer number while the fist mail we have sent to them was on 05/22/2020. 

We requested them to return the consignment to our end ASAp, as customer no longer wants his order and there response was that the order was delivered on 05/20/2020 

Note: The customer number is 503905326, While he put 583905326 as his number when he placed the order. 

Case history: The customer emailed us for the first time on 05/17/2020, complaining of late delivery, once we track the consignment it shows the order has been delivered to the customer on 05/20/2020, 

The agent mailed the case to Shipa Team for the fist time requesting the for POD on 05/22/2020, Again the case has been mailed to the shipa team on 05/30/2020, 

When there were no response the agent has escalated the case to the internal team. and Shipa team response was they will check and get back to us. 

The Customer came back to us and claiming his refund, We have mailed Shipa support team on 07/09/2020, 

On 07/26/2020, Shipa SUpport team has replied to our mail on 07/26/2020 asking for customer Number, and we have replied back on 05/27/2020 asking them to return the shipment to our end ASAP. 

On 05/27/2020 we got email form Shipa team informing us the order has been handed to the customer back on 20/05/2020 

Customer's history: This is the first order for the customer. 

Assistance required: We request you to provide refund approval in order to have the customer refunded manually and close the issue. 

Thanks & Regards, 
Musaab Hussein