Subject: Refund Assistance - 2000240747
From: Apoorv Joshi <[email-masked]>
To: Jessie Caparas <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Fri, 9 Oct 2020 05:09:10 -0700 (MST)

Hi Team, 

Problem Statement: Missing Item/Refund Assistance 

Ticket ID: 1424708 
Order Number: 2000240747 
Order Date: Oct 03, 2020 
AWB: 43818793126 
Missing Item: 162625312 - - Graphic Print T-shirt and Full Length Pyjama Set 
Order Value: EGP 399.50 

Issue Description: Customer reported missing pyjama in the tshirt and pyjama set in their order, the item mentioned above. However, the total value of this item is AED/SAR 35-36 and she is facing issue with multiple orders. 

Missing item refund value: EGP 150 

Case History: Customer contacted us and reported that the above mentioned item has a missing Pyjama and gave us another order where they received a wrong item. When we pushed them back regarding the same, they mentioned having already checked the package multiple times. Also, we have asked them to return the wrong item already for a refund. 

Asking for refund approval directly as the item refund value is EGP 150 which is lesser than AED/SAR 100 

Customer History: Customer is shopping with us since Aug 2020 and has a total of 5 completed orders with us. Customer has no previous/similar complaint. 

Assistance Required: Requesting you to please advise if the refund of EGP 150 can be approved in this case as a good will gesture. 

Thank you for your help! 

Regards, 
Apoorv