Subject: FW: [#552249] Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
From: Malik Ismail <[email-masked]>
To: Escalations Dxbteam <[email-masked]>, Ali Mkhaimer <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Sun, 23 Jan 2022 04:58:53 +0000

Hi All,

FYI

From: Amazon Payment Services Key Accounts <[email-masked]>
Sent: Thursday, January 20, 2022 12:51 PM
To: Neha K <[email-masked]>
Cc: Prince Anand <[email-masked]>; Malik Ismail <[email-masked]>; [email-masked]; [email-masked]; Sankar Thulasimani <[email-masked]>; jennie.james <[email-masked]>
Subject: Re: [#552249] Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")

External email sender, please take precaution.
Hello LMG Team,
​
Please find the attached file with claim ID and refund processed date. For  the below as updated in back log file ,we will raise manually and confirm.

REFERENCE
FULL TERMINAL
ORIGINAL AMOUNT
REFUND AMOUNT
TXN DATE
ENCRYPTED PAN
MID
Refund Processed date
Claim ID
130312071852

748.00
748.00
20211030
506968******7385
900000001473
14/12/2021
Claim not send to local bank - IT issue
130822263158

22.50
22.50
20211104
506968******2119
900000001473
14/12/2021
Claim not send to local bank - IT issue
131020205887

240.30
240.30
20211106
506968******4069
900000001473
14/12/2021
Claim not send to local bank - IT issue
131601233954

387.00
69.14
20211112
428671******3797
900000001473
14/12/2021
Claim not send to local bank - IT issue
131711058287

270.66
270.66
20211113
428672******1448
900000001473
14/12/2021
Claim not send to local bank - IT issue
131716125939

132.00
132.00
20211113
432328******2775
900000001473
14/12/2021
Claim not send to local bank - IT issue

​
The bank confirmed that they have submitted the refund requests mentioned in this thread to the claims processing system on 19/01/2022. Refer to the table attached for the Claim ID.

You may inform cardholders to expect the amount to appear in their account within 14 calendar days.

Should the cardholder have follow up questions, please inform them to share the Claim ID and Auth Code with their issuing bank for updates.

Should you have any questions, we are happy to support

For more information on our Frequently Asked Questions, please visit our website<https://paymentservices.amazon.com/support-center/faq>.

Best Regards,

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

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

Helping you do business better
#everyones_happy

On Thu, 30 Dec, 2021 at 1:17 PM , Amazon Payment Services Key Accounts <[email-masked]> wrote:
Hello Neha,

We sincerely apologize for the delay in reverting back to you on the status1 of the mada manual refunds requested by you in this thread.

We understand that this may be creating follow ups from customers and we assure you our teams are following up closely with the acquiring bank to submit the request(s) in the system as soon as possible. As per the acquiring bank, the pending refunds will be submitted to the claims processing system on 29/12/2021 and claim IDs for 202 transactions for the remaining transactions we are following up with the bank.

For the Al Rajhi bank to Al Rajhi bank refund, they are preparing a voucher to credit the refund to the cardholder's account the customer will be credited by 29th Dec 2021.

If you have settled the refund request(s) with your customer(s) already, please (1) inform us immediately so that we can communicate this to the acquiring bank to stop the manual refund request raised and (2) ensure that you obtain and retain clear documentation from your customer regarding proof of settlement. Please note that the mada rules prescribe a certain refund flow for mada transactions whereby refunds must be processed to the original payment method. It is your responsibility to comply with these requirements as applicable to merchants.

We sincerely apologize for the inconvenience this may cause and remain at your disposal should you have any questions.

1 status refers to whether the mada manual refunds have been submitted by the acquiring bank to the claim processing system.

Best Regards,

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

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

Helping you do business better
#everyones_happy

On Tue, 28 Dec at 1:22 PM , Amazon Payment Services Key Accounts <[email-masked]> wrote:
Hi Malik,

We are waiting for the bank to update us with the refund status and the Claim IDs will get back to you on this soon.

We have already escalated this to the bank appreciate your patience in the interim.

Best Regards,

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

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

Helping you do business better
#everyones_happy

On Mon, 27 Dec at 9:02 PM , Malik Ismail <[email-masked]> wrote:
Hi Harsh,

Any update for this pending transactions ?

Regards,
Malik
From: Amazon Payment Services Key Accounts <[email-masked]>
Sent: Tuesday, November 23, 2021 9:23 AM
To: Neha K <[email-masked]>
Cc: Prince Anand <[email-masked]>; Malik Ismail <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Derrick Pereira <[email-masked]>; Venkata Burle <[email-masked]>; Suhas Bennikal <[email-masked]>; Martin Lacey <[email-masked]>; [email-masked]; Vinay R Kumar <[email-masked]>; [email-masked]; [email-masked]; Turki Alghamdi <[email-masked]>; [email-masked]; Neha K <[email-masked]>; Sankar Thulasimani <[email-masked]>
Subject: Re: [#552249] Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")

External email sender, please take precaution.
Hello Neha,

Thank you for contacting Amazon Payment Services.

We confirm we have raised the request to the acquiring bank who in turn will submit the manual refund request to Saudi Payments. We will revert back to you once the acquiring bank has raised the request for processing​.

Upon receiving the confirmation from the acquiring bank, the expected time it will take for the funds to be credited in the cardholders’ account is up to 14 calendar days from the day the acquiring bank raises the refund request.

In the meantime, we advise you to not settle the refund amount outside of the original channel: since the customer paid via credit card, it is advisable to refund the amount to the credit card and not in cash, for example, to your customer as this can result in duplicate refund.

If in special circumstances the payment is executed outside the original channel, please:

  *   Inform us immediately so we can inform the acquiring bank to stop the processing of the manual refund raised, and
  *   Collect clear proof and documentation from your customer, including (i) proof of fund transfers, and (ii) a signed written confirmation from the customer on receipt of funds, along with a copy of customer ID.

Should you have any questions, we are happy to support.

For more information on our Frequently Asked Questions, please visit our website<https://paymentservices.amazon.com/support-center/faq>.

Best Regards,

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

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

[Image removed by sender.]

Helping you do business better
#everyones_happy

552249:58665
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<http://www.landmarkgroup.com>
552249:58665
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