Subject: Fwd: Refund Approval
From: Apoorv Joshi <[email-masked]>
To: Otto Vangraan <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Inayat Ali <[email-masked]>
Date: Tue, 4 Feb 2020 16:44:19 -0700 (MST)

Hi Otto, 

Kindly check the below case and advise if the refund can be approved. Case is pending since 2 months and we have escalated the same multiple times however, not receiving an approval on the same. 

"Hi Hussam, 

With reference to the order number: 6453107913 
AWB: S000255463354 

This order is showing delivered on Shipa tracking page and customer has reported that he never received this order. We checked with Shipa and asked them to provide the POD for the same which was shared with the customer. The national ID mentioned on top the POD is not the customer's, this seems to be a case of wrong delivery. Customer is now saying that he either needs his order or the refund. 

Customer reported this to us on Dec 9, 2019 and the same was escalated to Shipa on the same date. We are getting no resolution from Shipa's end on this at this time. 

​This order was placed on Nov 22, 2019 and the value of the order is SAR 143.54. Customer has no previous/similar or any other complaints. Customer is shopping with us since 2018 and has a total of 7 completed orders valuing a total of SAR 1026.94. 

Please look into this and advise if a refund can be processed for the same. Thank you for helping us close this case. 

Regards, 
Apoorv" 

Kindly help us close this case on priority. Thank you for your help! 

Regards, 
Apoorv 

From: "Apoorv Joshi" <[email-masked]> 
To: "hussam fahim" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]> 
Sent: Wednesday, January 15, 2020 6:25:17 AM 
Subject: Re: Refund Approval 

Hi Hussam, 

Kindly update on the below case on priority. Case is pending for over a month. 

Thank you for your help! 

Regards, 
Apoorv 

From: "Apoorv Joshi" <[email-masked]> 
To: "hussam fahim" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]> 
Sent: Friday, January 3, 2020 4:59:33 AM 
Subject: Refund Approval 

Hi Hussam, 

With reference to the order number: 6453107913 
AWB: S000255463354 

This order is showing delivered on Shipa tracking page and customer has reported that he never received this order. We checked with Shipa and asked them to provide the POD for the same which was shared with the customer. The national ID mentioned on top the POD is not the customer's, this seems to be a case of wrong delivery. Customer is now saying that he either needs his order or the refund. 

Customer reported this to us on Dec 9, 2019 and the same was escalated to Shipa on the same date. We are getting no resolution from Shipa's end on this at this time. 

​This order was placed on Nov 22, 2019 and the value of the order is SAR 143.54. Customer has no previous/similar or any other complaints. Customer is shopping with us since 2018 and has a total of 7 completed orders valuing a total of SAR 1026.94. 

Please look into this and advise if a refund can be processed for the same. Thank you for helping us close this case. 

Regards, 
Apoorv