Subject: RE: Refund approval 6266588310
From: Faraz Lohani <[email-masked]>
To: Manish Kumar <[email-masked]>, Escalations Dxbteam <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, seeta.seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Fatma Maher <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Sat, 3 Apr 2021 13:30:23 +0000

Hi team,

Customer has been refunded as goodwill as the case was pending since long and the item seems to have been lost in transit.

Thankyou and Regards,
Faraz Lohani
Customer Support Associate
Customer Service
[email-masked]

From: Manish Kumar <[email-masked]>
Sent: Friday, April 2, 2021 2:20 PM
To: Escalations Dxbteam <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; seeta.seeta <[email-masked]>; Apoorv Joshi <[email-masked]>; Fatma Maher <[email-masked]>; Jessie Caparas <[email-masked]>
Subject: Re: Refund approval 6266588310

External email sender, please take precaution.
Hi Team,

Kindly assist us on the below refund approval.

Thank you for your help.

Regards,
Manish

________________________________
From: "Fatma Maher" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Cc: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 1, 2021 3:10:04 PM
Subject: Refund approval 6266588310

Hi Team,

Problem Statement: Refund approval.

Ticket ID: 2046286
Child Ticket: 2046833
Order Date: Jan 23, 2021
Order ID: 6266588310
Tracking ID: 46404215826

Concept: Max
Order value: SAR 317.00

Refund value:​SAR176.11

Issue Description: Customer returned the items to aramex agent, but as in hybris and warehouse team that we didn't receive anything, and we have asked the customer for return receipt he said that the agent came and took the items and  his only prove the deliver agent chat and i have shared it with you, and he said that the delivery agent took the returns on January 26 at 7: 24 PM, and he received a message from another customer told him that i have received your order, so now the items lost in transit.

The Items he has returned :
​162760613 - - Knitted High Neck Sweater with Long Sleeves  SAR50.00
162908032 - - Solid Mid-Rise Jog Pants with Pockets and Drawstring Closure SAR35.00
162908009 - - Solid Mid-Rise Jog Pants with Pockets and Drawstring Closure SAR35.00
162902992 - - All-Over Floral Print Long Sleeves Sweatshirt and Pyjama Set SAR70.00

Case history:  The customer is with us since  Feb 2021, asking about his refund we have created child ticket to know if the warehouse received those item or not, and they have confirmed that they received nothing, and we asked the customer about the return receipt but he said the delivery agent did not give him anything, and he only shared the chat with the agent and the other customer message.

Customer's history: This is the 3rd order for this customer and he contacted us regarding this issue many times, he is with us since 9/10/19.

Assistance required: We request you to provide refund approval in order to have the customer refunded manually and close the issue.

Regards,
Fatma Maher

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