Subject: Legal Threat/Refund Approval - 8209099469
From: Apoorv Joshi <[email-masked]>
To: Jessie Caparas <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Mohammad Shafeeque <[email-masked]>
Date: Wed, 11 Nov 2020 16:05:24 -0700 (MST)

Hi Team, 

Problem Statement: Refund Approval/Assistance 

With reference to the order number: 8209099469 (KW HC) 
Item ID: 161101210 - - Baleal Rectangular Photo Frame - Set of 7 *2 
161737255 - - Ekton Metallic Candle Holder - Set of 3 * 1 
AWB: 202010200030354 
Order Date: Oct 20, 2020 
Total Order Value: KWD 129.38 

Issue Description: Customer placed the order on Oct 20, 2020 and it was delivered on Oct 22, 2020. Customer reported the above mentioned item missing and since the item value was more than AED/SAR100 this was escalated to WH via Child ticket #1645315, #1649328 to confirm whether the item was sent or not. No response on the same since over a month. 

Customer has already mentioned that they have taken this to legal already. Refund value is KWD 23.30. 

Case History: Customer contacted us regarding the missing item on Oct 25, 2020 and since the customer has already threatened for legal action, escalating this directly for refund approval. 

Customer History: Customer has been shopping with us since July, 2020 and have 11 completed orders with us. 

Assistance Required: Please assist in getting refund approval of missing item and closing the case. 

Thank you for your help! 

Regards, 
Apoorv