Subject: Missing and damage product
From: Apoorv Joshi <[email-masked]>
To: escalations dxbteam <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Abhishek Bargaonkar <[email-masked]>
Date: Tue, 7 Jan 2020 17:19:43 -0700 (MST)

Hi Team, 

Kindly look into the below case and advise. Customer placed an order for a total of 4 items out of which 1 item was item was in qty 2. The item is this: 161537520 - - Unique Lux 4-Wheeler Trolley Backpack - 34.5x21x45 cms . She received only 1 bag instead of 2. Also, the single piece that she received is dusty and scratched. The same was escalated multiple times as per the matrix however, received no response on the same. 

She has been asked to return the single item she reported as damaged however, she does not wish to return for a refund. 

Total value of both items is SAR 199. Value of 1 item is SAR 99.5. Attached is the image shared by customer for the damaged/dusty item. 

Thank you for your help! 

Regards, 
Apoorv 

From: "Abhishek Bargaonkar" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Urvika Chaudhary" <[email-masked]> 
Sent: Wednesday, January 1, 2020 4:00:37 PM 
Subject: Missing and damage product ( No reply from third party) 

Hi Seeta, 

Please look into the ticket #336413 

Problem Statement: Missing Items from the shipments and Delivered item is dirty and damaged. 
Order Date : 03-Dec-2019 

Order ID: 6455531106 

Tracking ID: 45055213114 

Assistance Required: missing items and return and refund for the damaged one. 

Issue Description: The customer placed an order for 2 products from our website but they only received one, which was not in a good condition as well. It was a Bag and was covered in dust. They've tried to contact the support team and were told that they would need to request a return for the damaged product in order to receive the refund, and they can place a new order. The customer isn't comfortable with this procedure. Please look into this 

161537520 - - Unique Lux 4-Wheeler Trolley Backpack - 34.5x21x45 cms 

First escalation on 13 Dec 2019. 

Second escalation on 16 Dec 2019. 

Third escalation on 17 Dec 2019. 

Thanks & Regards 
Abhishek