Subject: Escalations for 2019
From: Jessie Caparas <[email-masked]>
To: Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Inayat Ali <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Sun, 2 Feb 2020 09:19:10 +0000

Hi Team,

Find the attached file.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com

Subject: Re: Refund Approval - Max KSA
From: Bala Subramaniam <[email-masked]>
To: Jessie Caparas <[email-masked]>, Ameay Kumar <[email-masked]>, Otto Vangraan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Mark Conway <[email-masked]>
Date: Sat, 1 Feb 2020 09:12:12 +0000

Please go ahead with the refund.

Hussam has left the business and hence please reach out to Otto marked on this email for all refund and customer related queries for KSA.

Rgds
Bala
Get Outlook for iOS<https://aka.ms/o0ukef>
  _____

From: Jessie Caparas <[email-masked]>
Sent: Saturday, February 1, 2020 1:51 PM
To: Ameay Kumar; Bala Subramaniam
Cc: Escalations Dxbteam
Subject: RE: Refund Approval - Max KSA

Hi Ameay,

Need your help on the below cases.

Please advise for us to resolve these pending cases .

From: Jessie Caparas
Sent: Thursday, January 30, 2020 2:18 PM
To: Ameay Kumar <[email-masked]>; Bala Subramaniam <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: RE: Refund Approval - Max KSA
Importance: High

Hi Ameay/Bala,

Find the below emails sent to Hussam which has not been replied to for a long time. We are not sure if Hussam is on leave since we are not getting any automated reply.

I have also included the email sent to Hussam and follow up’s made.

These cases are back logs from 2019 which our CS team has been constantly following up but are not getting responses from internal teams (WH/courier) which we have already informed the concerned team.

We need to get these cases resolved.

Ticket ID

Order ID

CS Team Remarks

REMARKS

298837

6449314586

Waiting for an approval from Hussam, but there is no response. Last reminder was from Jessie on Jan 27

Return but was not received in the WH. Already checked both with courier and WH team. Refund amount is SAR 164.90 and has been a loyal customer since last year - no other claims

307294

6451663311

Waiting for an approval from Hussam, but there is no response, last reminder was from Jessie on Jan 27

Courier confirms they never got the shipment and WH team has not been replying after several follow up's. The order value is SAR136.15 which has not been received by the customer. Customer has been with us since 2018 and this is the only claim.

322184

6446963300

Waiting for an approval from Hussam, but there is no response, last reminder was from Jessie on Jan 27

Courier confirms they never got the shipment and WH team has not been replying after several follow up's. The order value is SAR163. which has not been received by the customer. This is the only claim.

322507

6454990812

Waiting for an approval from Hussam, but there is no response, a reminder was sent twice

Out of 25 items, only 14 items were received. The value of the missing items is SAR 556.The customer has 3 orders with us since 2018 and this is the first claim. Both WH and courier confirmed that all items were shipped, however customer kept on calling to complaint that 14 items are missing

350292

6450333084

Waiting for the confirmation from the head concept about the manual refund

Return but was not received in the WH. Already checked both with courier and WH team. Refund amount is SAR 283.2 and has been a loyal customer since 2018 - no other claims

292506

6451235278

Waiting for the confirmation from the head concept about the manual refund

Out of 9 items, only 3 items were received. The value of the missing items is SAR 258. This is the only claim from the customer. WH claims all items are shipped but the customer still keeps on calling and complaining about the 6 missing items.

From: Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, January 30, 2020 11:56 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Bala Subramaniam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund Approval - Max KSA

Adding @Bala Subramaniam<mailto:[email-masked]> to the thread.

Jessie can you please specify what requests are these and what is the value.

Post that we should be able to approve this.

Ameay

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&data=02%7C01%7CBala.Subramaniam%40landmarkgroup.com%7Caefa3eb21cd242b7a52a08d7a6efb660%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637161420793711703&sdata=vBRRHpuxtaUdsfEtCehyjU%2FUQSqEPUtoaZQwZ1z3h4M%3D&reserved=0>

  _____

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, January 30, 2020 11:33:53 AM
To: Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Refund Approval - Max KSA

Hi Ameay,

We have several complaints that need approval from Hussam Fahim for Max KSA orders.

We are not getting a reply from him for over a week now – we are not sure if he is on leave.

For such cases, who do we email to get approval?

Most are missing cases which is over SAR 100.

Please advise.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087