Subject: [#337561] - incident : 6618289037 - Why Delay in Escalating the issue
From: Seeta Seeta <[email-masked]>
To: jessie caparas <[email-masked]>
Cc: Sachin Maheshwari <[email-masked]>, Centrepoint <[email-masked]>, escalations dxbteam <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Thu, 26 Dec 2019 01:15:12 -0700 (MST)

Hi Jessie, 

In below case, the order was placed on 8 Oct and customer received the order on 13/10/19. Now customer contacted us on 12, Dec informing that there's some issue in his bed (159131712 - - Juniors Spencer Wooden Baby Crib), so the agents asked the customer to provide us the more details so that we can escalate the case to concern team, Then customer reverted on 18 Dec explaining that there's some issue with the bed and he needs the technician or the manual instructions for how to fix the bed. 

Agent has escalated the case to Riyadh WWD team, as the order was reflecting for Riyadh territory on hybris. However, we have received Sujeewa's revert on the case that it's not the WWD item so check with WWT team. 

Upon checking the Hybris we can see that the order is still reflecting as WWD (Please refer the Screenshot). Kindly let us know whether we have to escalate the case to WWT team for the issue now? 

Waiting for your response. 

Thanks & Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Sachin Maheshwari" <[email-masked]>, "Centrepoint" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]> 
Sent: Thursday, December 26, 2019 11:50:54 AM 
Subject: RE: [#337561] - incident : 6618289037 - Why Delay in Escalating the issue 

[ mailto:[email-masked] | @Seeta Seeta ] [ mailto:[email-masked] | 
@Fauzan  Ahmad . Musalman ] 

Please provide more details on the below case. 

From: Sachin Maheshwari <[email-masked]> 
Sent: Tuesday, December 24, 2019 6:25 PM 
To: Centrepoint <[email-masked]>; Jessie Caparas <[email-masked]>; Escalations Dxbteam <[email-masked]> 
Cc: Mustehsan Siddiqui <[email-masked]> 
Subject: RE: [#337561] - incident : 6618289037 - Why Delay in Escalating the issue 

[ mailto:[email-masked] | @Jessie Caparas ] , [ mailto:[email-masked] | 
@Escalations Dxbteam ] 

Customer emailed us on 13 th Oct 2019 & CS team is escalating the issue now???? 

I need details as if this was escalated earlier or not (when). 

Also, arrange collection via Courier partner for processing return/refund. 

Regards 

Sachin 

04-5175412 

From: Sujeewa Hurbert < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 23, 2019 9:34 AM 
To: Centrepoint < [ mailto:[email-masked] | [email-masked] ] > 
Cc: EcomRDC babyshop5 < [ mailto:[email-masked] | [email-masked] ] >; Sachin Maheshwari < [ mailto:[email-masked] | [email-masked] ] >; Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] >; EcomRDC babyshop5 < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#337561] - incident : 6618289037 

Dear Team, 

This is not a Riyadh WWD order. 

So please check & escalate to correct team. 

Thanks & regards, 

Sujeewa Hurbert 

Babyshop Nursery Warehouse 

Ext : 3783 , Mobile : +966 57 0583517 

Email : [ mailto:[email-masked] | [email-masked] ] 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

[ http://landmarkgroup.com/ ] 

[ https://www.facebook.com/LandmarkArabia ] [ https://lsmindia.com/@LandmarkArabia ] [ https://www.linkedin.com/company/landmark-group ] 

From: Centrepoint [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Monday, December 23, 2019 5:31 AM 
To: Sujeewa Hurbert < [ mailto:[email-masked] | [email-masked] ] >; EcomRDC babyshop5 < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: [#337561] - incident : 6618289037 

External email sender, please take precaution. 

WWD DAMAGED ITEM 

Problem Statement: BABYSHOP TEAM 

Order Date : Oct 8, 2018 

Order ID: 6618289037 
Tracking ID: 44607709440 
Assistance Required: Damaged Item Recieved 

Issue Description: Customer emailed us informing that he received the item on 10/13/18 but the item which they recieved has problem that makes it difficult for him to open the door.customer also provided us the picture of damaged item. 

Now customer is asking us to fix the problem So we request you to check this concern and let us know if we can can fix the problem or not. 

Regards, 

Asjad 

337561:1125156 
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