Subject: MOM
From: Shakeeb Arsalan <[email-masked]>
To: LM CS Team <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Mon, 21 Sep 2020 05:59:49 -0700 (MST)

Hi Team, 

Please make a note and keep in mind the following issues have been explained and clarified in the meeting: 

1- Parent & child ticketing system : 

_ make sure that in the child ticket you create you are taking care of the following : 

> assign the child ticket to the correct WH group (territory) 
> the status of the child ticket should be open 
> the agent name should be blank 

_ we have to create child tickets whenever contacting the WH : 

> not shipped order 
> C&C not shipped 
> Whenever we are checking any concern with the conloc 
> not shipped WWD orders 

*** make sure that you follow the template in the canned response while escalating and if you don't get any reply on the child ticket within 48 hrs, please do share these cases with us so we can highlit them to the DXB team. 

2- Sadad & Knet issus : 

_ in Knet we create hybris tickets in the following 3 scenarios: 

> On validation Cancelled when there is no capture on hybris 
> transfer My Credit to Knet 
> Transfer RV value to the customer's Knet Account. 

and if the customer is reporting deducted amount without an order being placed then we tell him that it is tech issue and the amount will be refunded back within 4-5 business days, and if he comes again then you have to get the transaction ID and escalate to us on zimbra so we can forward to the finance. 

_ in SADAD if the order has been cancelled on validation and the amount has been deducted then all we have to get from the customer is the transaction ID starting P10*** and share with the finance. 
for SADAD refund always we have to get the customer's bank details and share them with the finance team to do the manual refund. 

3 - MADA rejected Refund: 

_ first of all we have to raise Jira and once Jira informs us that the issue has been shared with Payfort then we have to inform the customer that there is some technical issue with MADA refund and the issue has been shared with the bank to do the manual transfer and the issue might take 2-3 weeks to have the amount refunded. 

_ if the customer comes again after 3 weeks and reporting that he did not receive the refund then we have to follow up with the payfort team on the following Email : [email-masked] 

Note: Please make sure you all are following the same without making any mistake. 

Regards 
Shakeeb