Subject: RE: [#499648] RE: Transaction Declined - [email-masked]
From: Jessie Caparas <[email-masked]>
To: Amazon Payment Services Key Accounts <[email-masked]>, Akshay Berry <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, Escalations Dxbteam <[email-masked]>, Malik Ismail <[email-masked]>, "[email-masked]" <[email-masked]>, seeta.seeta <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Mohd Imran <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Sun, 11 Apr 2021 12:23:11 +0000

Hi @Amazon Payment Services Key Accounts<mailto:[email-masked]> Harsh,

Can you help us just this concern only?

None of our team has access to it unfortunately.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Amazon Payment Services Key Accounts <[email-masked]>
Sent: Sunday, April 11, 2021 4:19 PM
To: Akshay Berry <[email-masked]>
Cc: Jessie Caparas <[email-masked]>; [email-masked]; Escalations Dxbteam <[email-masked]>; Malik Ismail <[email-masked]>; [email-masked]; seeta.seeta <[email-masked]>; [email-masked]; [email-masked]; Mohd Imran <[email-masked]>; Punit Darji <[email-masked]>; [email-masked]; Poorvi Chopra <[email-masked]>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]

External email sender, please take precaution.
Hi Akshay,

We are not authorized to take any action from our end would you please connect with your team who have write access to perform this operation.

AUTH and CAPTURE - this method goes into two ways as the system automatically put an amount on hold at a certain time and allows you to capture it once the product or service is guaranteed to be provided.

- this method also gives you an opportunity to cancel the authorization on the amount if the service is deemed to be undeliverable.
- theoretically, in general terms, banks allow 7 days to make further action on the authorized amounts and automatically released back to the cardholder's account if no action was done after their set timeframe.

Hence in this method the fund never left the customer bank account it was blocked for some period of time.
Please advise the customer to check the bank statement for the same.
I hope this will clarify your query.

Best Regards,

Harsh Kothari
Operation Analyst
Phone: UAE +971 4573 9800 (Option 2)

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

[Logo]
Helping you do business better
#everyones_happy

On Sun, 11 Apr at 2:47 PM , Akshay Berry <[email-masked]<mailto:[email-masked]>> wrote:
Hi Harsh,

Please assist us with the same from your end as we only have read only access.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

From: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 11, 2021 2:41 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Punit Darji <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Poorvi Chopra <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#499649] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

External email sender, please take precaution.
Hi Akshay,
​
Good Afternoon!
​
Thank you for contacting Amazon Payment Services.

Requesting you to kindly follow below steps in order to initiate the refund to the customer:

1) Login into Fort back office account (https://fort.payfort.com/<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Ffort.payfort.com%2F&data=04%7C01%7CJessie.Caparas%40landmarkgroup.com%7C560b7f74e593460bf74308d8fce3efcc%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637537403207128404%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ZhtWWcLzKo3UzTrHAiRU0RbzZdcx9%2FFDXvz48hMaeTA%3D&reserved=0>)
2) Go to Order Transaction Tab
3) Enter the merchant reference number for which you need to initiate the refund
4) Click on Action button and select Refund/ Void_Authorize
5) Enter the Refund/ Void_Authorize  Amount
6) Click on Submit

We hope this clarifies your query, still, should you have further questions or clarifications, please do not hesitate to write to us.

To perform a deep dive:

1. Go to transaction report and search the transaction using the FORT ID or merchant reference.
2. Click on the hyperlink of the FORT ID to view the transaction details. If you scroll down, you can view the “FORT response message”.
3. You may also use the filter option under the transaction report to locate the transaction using card BIN, Amount, Email ID, RRN etc

If you have any further queries or questions do not hesitate to reach us we will be happy to assist you.

Please take 2 minutes to  participate in the satisfaction survey that you will be receiving shortly - your valuable feedback is essential to our improvement.

Best Regards,

Harsh Kothari
Operation Analyst
Phone: UAE +971 4573 9800 (Option 2)

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

[Image removed by sender. Logo]
Helping you do business better
#everyones_happy

On Sun, 11 Apr at 12:24 PM , Akshay Berry <[email-masked]<mailto:[email-masked]>> wrote:
@PayFort RM Key Accounts<mailto:[email-masked]> @PayFort Operations Team<mailto:[email-masked]> Please check the transaction below and void the authorization as customer is complaining about the amount deduction but there is no order placed.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

From: Akshay Berry
Sent: Saturday, April 10, 2021 12:15 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Punit Darji <[email-masked]<mailto:[email-masked]>>; Poorvi Chopra <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; KISHAN SINGH <[email-masked]<mailto:[email-masked]>>
Subject: RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

Looping @Punit Darji<mailto:[email-masked]> @Poorvi Chopra<mailto:[email-masked]>,

Please check the transaction below and initiate the refund as the customer claims the amount is deducted but the order is not placed successfully.

[Image removed by sender.]

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, April 10, 2021 10:56 AM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; KISHAN SINGH <[email-masked]<mailto:[email-masked]>>
Subject: RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

@Akshay Berry<mailto:[email-masked]>

Kindly check on this please.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 8, 2021 1:44 PM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; KISHAN SINGH <[email-masked]<mailto:[email-masked]>>
Subject: Re: Transaction Declined - [email-masked]<mailto:[email-masked]>

External email sender, please take precaution.
Hi Team,

Please check and advise on the below case. Thank you for your help!

Regards,
Apoorv

________________________________
From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, April 2, 2021 7:51:08 PM
Subject: Re: Transaction Declined - [email-masked]<mailto:[email-masked]>

Hi Malik,

Please check if the amount has been deducted for the below detials as the customer is chasing us for his refund.

Date of Transaction: Feb 19, 2021
Amount: AED 107.95
Authorization Code: 199889
Account Number: 003520064034901

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

Customer Name: Sanjay Katwal
Mobile No: +971-50-8999487

Thank you for your help.

Regards,
Manish

________________________________
From: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, April 2, 2021 1:58:50 PM
Subject: Transaction Declined - [email-masked]<mailto:[email-masked]>

Hi Team,

With regards to ticket ID 2125282, the customer is complaining that he has paid using his card but there is no transaction. The customer has shared the following details:

Date of Transaction: Feb 19, 2021
Amount: AED 107.95
Authorization Code: 199889
Account Number: 003520064034901

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

Customer Name: Sanjay Katwal
Mobile No: +971-50-8999487

Kindly assist.

Regards,
Nikhil.

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CJessie.Caparas%40landmarkgroup.com%7C560b7f74e593460bf74308d8fce3efcc%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637537403207138401%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ila%2BELvE41w%2BOMC7UD1%2BYQxqrTPNrl9hGulaWfx4Il0%3D&reserved=0>
499649:58665
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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CJessie.Caparas%40landmarkgroup.com%7C560b7f74e593460bf74308d8fce3efcc%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637537403207138401%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ila%2BELvE41w%2BOMC7UD1%2BYQxqrTPNrl9hGulaWfx4Il0%3D&reserved=0>
499648:58665
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: [#497953] FW: Refund not processed - 9641242178
From: Amazon Payment Services Key Accounts <[email-masked]>
To: Jessie Caparas <[email-masked]>
Date: Tue, 6 Apr 2021 09:03:51 +0000

External email sender, please take precaution.

Hi Jessie,

Good Afternoon!

Thank you for contacting Amazon Payment Services.

Following your query, we have voided this transaction from the Fort backoffice.

 <https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6NDA5ODk1MjM4MCwiZG9tYWluIjoiYW1hem9ucGF5bWVudHNlcnZpY2VzLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjo1ODY2NX0.k2x8pJOy5KQ392_Pg8ZuruYe5ItHUXREWscw5AVer9o>

Requesting you to kindly follow below steps in order to initiate the refund to the customer:

1) Login into Fort back office account (https://fort.payfort.com/<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Ffort.payfort.com%2F&data=04%7C01%7Cjessie.caparas%40landmarkgroup.com%7C1cb061d9b7ac4fb124fc08d8f8dae797%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637532966361614641%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Wy89ciA2OQfq1v7%2BUcc%2FS0eh2ig6TK3WTnDgB6xACkI%3D&reserved=0>)
2) Go to Order Transaction Tab
3) Enter the merchant reference number for which you need to initiate the refund/ Void
4) Click on Action button and select Refund/ Void_authorize
5) Enter the Refund/ Void Amount
6) Click on Submit

Please find below screenshot for your reference:

  <https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6NDA5ODk1MjQxMCwiZG9tYWluIjoiYW1hem9ucGF5bWVudHNlcnZpY2VzLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjo1ODY2NX0.Ha6crHPoighqYtKmJb03COANZKAys36Jldt6CkNhBxg>

We hope this clarifies your query, still, should you have further questions or clarifications, please do not hesitate to write to us.

If you have any further queries or questions do not hesitate to reach us we will be happy to assist you.

Please take 2 minutes to  participate in the satisfaction survey that you will be receiving shortly - your valuable feedback is essential to our improvement.

Best Regards,

Harsh Kothari
Operation Analyst
Phone: UAE +971 4573 9800 (Option 2)

Email: [email-masked]

 <https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6NDA5NjE3MTY5MSwiZG9tYWluIjoiYW1hem9ucGF5bWVudHNlcnZpY2VzLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjo1ODY2NX0.HvubWyBM2PS_TxTD1Jd0kGK4JeFCiflPQnVjIkgg4VI>
Helping you do business better
#everyones_happy

   On Sun, 4 Apr at 3:55 PM , Jessie Caparas <[email-masked]> wrote:
   Hi Team,

   This order has been cancelled from our side however payment is still authorized and it has not been voided.

   Can we get assistance in voiding this transaction to release the amount from hold?

   Thank you and Kind Regards,
   Jessie Caparas
   T: +97145172087

   From: Manish Kumar <[email-masked]>
   Sent: Thursday, April 1, 2021 2:18 PM
   To: Escalations Dxbteam <[email-masked]>
   Cc: seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Apoorv Joshi <[email-masked]>; Nikhil Bishnoi <[email-masked]>
   Subject: Re: Refund not processed - 9641242178

   External email sender, please take precaution.
   Hi Team,

   Kindly assist on the below concern as per the Jira team "The order is gone for processing, request OMS team to initiate the cancellation from their end then order will be cancelled automatically from hybris"

   Order ID 9641242178
   Order date: 3/10/2021

   Thank you for your help.

   Regards,
   Manish

     _____

   From: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
   To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
   Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
   Sent: Wednesday, March 31, 2021 6:30:14 PM
   Subject: Refund not processed - 9641242178

   Hi Team,

   With regards to Order ID 9641242178, the order status is cancelled, but the refund has not been processed yet. REL-139630 was raised, but they are asking to get in touch with OMS team to process the refund. There is no consignment details for the order.

   Kindly assist with the refund.

   Regards,
   Nikhil.

   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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cjessie.caparas%40landmarkgroup.com%7C1cb061d9b7ac4fb124fc08d8f8dae797%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637532966361624631%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cq%2F1wxwsfBsN09GBr4uyEAw5KEsbTPTemGmzy8PTkxk%3D&reserved=0>

   497953:58665