Subject: FW: Landmark weekly update | MADA refund failure
From: Yahia Taha <[email-masked]>
To: HB.CCCKSA <[email-masked]>, syed ataullah <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Mohammad.Tarabishi <[email-masked]>, Raneem Alqutub <[email-masked]>, Nada Hattar <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Nour Hanayneh <[email-masked]>
Date: Tue, 8 Feb 2022 13:26:01 +0000

Dear All,

FYI & A.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Sankar Thulasimani <[email-masked]>
Sent: Tuesday, February 8, 2022 4:15 PM
To: Singaravel Perambalam <[email-masked]>; Prince Anand <[email-masked]>
Cc: Turki Alghamdi <[email-masked]>; Hisham Hamdy <[email-masked]>; Abdullah Alqasem <[email-masked]>; Yahia Taha <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Ramalingam Thangavel <[email-masked]>
Subject: Re: Landmark weekly update | MADA refund failure

Hi Peram,

We have decided to update the cscockpit (Hybris Cockpit) with the claim id once the claim id is shared to us by PayFort team so that CS team can refer the cscockpit and we can avoid referring multiple places.

Orders that were shared from 15th Jan will be having this changes on the basis of confirmation received from payfort.

Thanks,
Sankar.

From: Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 8 February 2022 at 5:08 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>
Cc: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Turki Alghamdi <[email-masked]<mailto:[email-masked]>>, Hisham Hamdy <[email-masked]<mailto:[email-masked]>>, Abdullah Alqasem <[email-masked]<mailto:[email-masked]>>, Yahia Taha <[email-masked]<mailto:[email-masked]>>, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>
Subject: RE: Landmark weekly update | MADA refund failure
Dear Prince,

Regarding the MADA failed refund re-processing kindly not the below.

Current Status

Refunds submitted by Payfort from Jan’21 till 14th December 2021 to Al Rajhi for manual processing , where 22k claim IDs were pending from Al Rajhi end (as per PayFort mail dated 14th Dec’2021) – all Claim IDs received from Al Rajhi and shared (Except 553 cases follow-up in progress).Attached mail communication sent to all CS teams.

From the trail mail from PayFort , we could see Post to the above date (after 14th December) what ever files shared by Payfort, as per commitment given by Al Rajhi, refunds are getting processed, and Claim IDs being shared. No backlogs. Still, we can see bank is taking > 14 days, which we will further highlight to Al Rajhi to cut down the processing time.

Further anytime if any support to escalate any kind of accumulation and delay from Al Rajhi end for sharing Claim IDs, please request Payfort/Teach team to keep us posted immediately with relevant data. We can escalate through our Relationship Manager to get timely response.

Requirement:

Claim ID for every MADA Failed refund in essentially required by the CS teams (Including HB & HC teams operating from KSA ) to close any MOCI complains related to MADA refund. To Facilitate this requirement can the tech team create Master Data centrally , which can be referred by the CS teams in Dubai (MX & CP) & KSA (HC & HB) to close the MOCI complains on time.

Required your support get this implemented at the earliest.

Regards
Peram

From: Vicencio, Jovelyn <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, January 27, 2022 11:26 AM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>; Derrick Pereira [email-masked]<mailto:[email-masked]>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Tuason, Angelica <[email-masked]<mailto:[email-masked]>>; Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Subject: RE: Landmark weekly update | MADA refund failure

External email sender, please take precaution.
Dear LMG Team,

I hope you are doing well.

Please find below summary of raised manual refund request with the bank along with its status in the last column.

Subject
Status
Raised date
Confirmation date from bank
Confirmation with CLAIM IDs
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Partially processed waiting for 194 txn
16/10/2021
22/11/2021

299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed
16/10/2021
22/11/2021
26/01/2022
414
Completed
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021

134
Completed
Rejected refund transactions - 25 October 2021
Partially processed waiting for claim ID for 390 txn
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Partially processed waiting for claim ID for 723 txn
11/11/2021
22/11/2021

762
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021

544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Partially processed waiting for claimd ID for 4 txn
14/11/2021
22/11/2021

2481
All the transactions are processed by the bank on 22/11/2021, received claim ID for 2477 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 4 txn
16/11/2021
 16/12/2021

581
581 are processed by the bank on 16/12/2021, received claim ID for 577 transactions
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 6 txn
23/11/2021
 29/12/2021

1104
All the transactions are processed by the bank on 29/12/2021, received claim ID for 1098 transactions
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 10 txn
28/11/2021
 27/12/2021

2241
All the transactions are processed by the bank on 27/12/2021, received claim ID for 2231 transactions
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 4 txn
30/11/2021
 27/12/2021

933
All the transactions are processed by the bank on 27/12/2021, received claim ID for 929 transactions
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 10 txn
09/12/2021
 29/12/2021

1443
All the transactions are processed by the bank on 29/12/2021, received claim ID for 1433 transactions
Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 4 txn
06/12/2021
 29/12/2021

2447
All the transactions are processed by the bank on 29/12/2021, received claim ID for 2443 transactions
Rejected refund transactions - 12 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 19 txn
14/12/2021
 29/12/2021

802
All the transactions are processed by the bank on 29/12/2021, received claim ID for 783 transactions
Rejected refund transactions - 19 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 3 txn
22/12/2021
 28/12/2021

1941
All the transactions are processed by the bank on 28/12/2021, received claim ID for 1938 transactions
Rejected refund transactions - 26 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 2 txn
28/12/2021
 18/01/2022

581
All the transactions are processed by the bank on 18/01/2022, received claim ID for 579 transactions
Rejected refund transactions - 2 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 9 txn
04/01/22
 18/01/2022

1265
All the transactions are processed by the bank on 18/01/2022, received claim ID for 1254 transactions
Rejected refund transactions - 5 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 5 txn
06/01/22
 18/01/2022

598
All the transactions are processed by the bank on 18/01/2022, received claim ID for 593 transactions
Rejected refund transactions - 11 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Pending
12/01/22

1041
Under process
Rejected refund transactions - 21 January 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
21/01/2022

963
Under process
Rejected refund transactions - 22 to 24 January 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
26/01/2022

1941
Under process

Apr 1, 2020 - Jan 26, 2022

Merchant
Count of Failed Refunds
Account-Level Failure Rate
Landmark KSA
                                                                                115,839
24%

Week
Week 52
Week 01
Week 02
Week 03
Avg. Failure Rate
Failure Rate
47%
40%
41%
50%
44%

Summary:

  1.  For all the above cases we have raised it with the bank and now we are waiting for the bank to share the claim IDs with us.
  2.  We have updated you with the status of each pending cases in their respective emails.
  3.  We do not have any cases pending as of yesterday which we have not raised with the bank.

Please let me know if you have any concern or query on this I would be happy to assist you further.

Best Regards,

Jovelyn Vicencio
Operations Analyst

Phone: +971 4573 9800 (Option 2)
Email: [email-masked]<mailto:[email-masked]>

​
Helping you do business better
#everyones_happy

From: Kothari, Harsh
Sent: Thursday, January 20, 2022 7:56 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Vicencio, Jovelyn <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

Dear LMG Team,

I hope you are doing well

Please find below summary of raised manual refund request with the bank along with its status in the last column.

Subject
Status
Raised date
Confirmation date from bank
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Partially processed waiting for 194 txn
16/10/2021
22/11/2021
299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
414
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021
134
Completed
Rejected refund transactions - 25 October 2021
Partially processed waiting for claim ID for 390 txn
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Partially processed waiting for claim ID for 723 txn
11/11/2021
22/11/2021
762
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Partially processed waiting for claimd ID for 4 txn
14/11/2021
22/11/2021
2481
All the transactions are processed by the bank on 22/11/2021, received claim ID for 2477 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 4 txn
16/11/2021
 16/12/2021
581
581 are processed by the bank on 16/12/2021, received claim ID for 577 transactions
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 6 txn
23/11/2021
 29/12/2021
1104
All the transactions are processed by the bank on 29/12/2021, received claim ID for 1098 transactions
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 10 txn
28/11/2021
 27/12/2021
2241
All the transactions are processed by the bank on 27/12/2021, received claim ID for 2231 transactions
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 4 txn
30/11/2021
 27/12/2021
933
All the transactions are processed by the bank on 27/12/2021, received claim ID for 929 transactions
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 10 txn
09/12/2021
 29/12/2021
1443
All the transactions are processed by the bank on 29/12/2021, received claim ID for 1433 transactions
Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 4 txn
06/12/2021
 29/12/2021
2447
All the transactions are processed by the bank on 29/12/2021, received claim ID for 2443 transactions
Rejected refund transactions - 12 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 19 txn
14/12/2021
 29/12/2021
802
All the transactions are processed by the bank on 29/12/2021, received claim ID for 783 transactions
Rejected refund transactions - 19 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 3 txn
22/12/2021
 28/12/2021
1941
All the transactions are processed by the bank on 28/12/2021, received claim ID for 1938 transactions
Rejected refund transactions - 26 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 2 txn
28/12/2021
 18/01/2022
581
All the transactions are processed by the bank on 18/01/2022, received claim ID for 579 transactions
Rejected refund transactions - 2 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 9 txn
04/01/22
 18/01/2022
1265
All the transactions are processed by the bank on 18/01/2022, received claim ID for 1254 transactions
Rejected refund transactions - 5 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Partially processed waiting for claim ID for 5 txn
06/01/22
 18/01/2022
598
All the transactions are processed by the bank on 18/01/2022, received claim ID for 593 transactions
Rejected refund transactions - 11 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Pending
12/01/22

1041
Under process

Apr 1, 2020 - Jan 20, 2022

Merchant
Count of Failed Refunds
Account-Level Failure Rate
Landmark KSA
                                                                                113,011
23%

Summary:

  1.  For all the above cases we have raised it with the bank and now we are waiting for the bank to share the claim IDs with us.
  2.  We have updated you with the status of each pending cases in their respective emails.
  3.  We do not have any cases pending as of yesterday which we have not raised with the bank.

Please let me know if you have any concern or query on this I would be happy to assist you further.

Best Regards,

Harsh Kothari
Senior Operation Analyst

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

Helping you do business better
#everyones_happy

From: Kothari, Harsh
Sent: Tuesday, January 11, 2022 5:19 PM
To: 'Prince Anand' <[email-masked]<mailto:[email-masked]>>; 'Derrick Pereira' <[email-masked]<mailto:[email-masked]>>; 'Ramalingam Thangavel' <[email-masked]<mailto:[email-masked]>>; 'Sankar Thulasimani' <[email-masked]<mailto:[email-masked]>>; 'Singaravel Perambalam' <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Vicencio, Jovelyn <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

++Jovelyn

From: Kothari, Harsh
Sent: Tuesday, January 11, 2022 4:07 PM
To: 'Prince Anand' <[email-masked]<mailto:[email-masked]>>; 'Derrick Pereira' <[email-masked]<mailto:[email-masked]>>; 'Ramalingam Thangavel' <[email-masked]<mailto:[email-masked]>>; 'Sankar Thulasimani' <[email-masked]<mailto:[email-masked]>>; 'Singaravel Perambalam' <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

Dear LMG Team,

I hope you are doing well

Please find below summary of raised manual refund request with the bank along with its status in the last column.

Subject
Status
Raised date
Confirmation date from bank
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
414
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021
134
Completed
Rejected refund transactions - 25 October 2021
Processed waiting for claim ID
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Processed waiting for claim ID
11/11/2021
22/11/2021
762
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Processed waiting for claim ID
14/11/2021
22/11/2021
2481
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 575 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
16/11/2021

581
580 txns out of 581 are processed by the bank on 16/12/2021, waiting for the Claim IDs
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
23/11/2021

1104
All the transactions are processed by the bank on 29/12/2021, but received claim ID/ confirmation for 202 transactions
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
28/11/2021

2241
All the transactions are processed by the bank on 27/12/2021, but received claim ID/ confirmation for 1055 transactions
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
30/11/2021

933
All the transactions are processed by the bank on 27/12/2021, but received claim ID/ confirmation for 511 transactions
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
09/12/2021

1443
All the transactions are processed by the bank on 29/12/2021 wiating for the claim ID for Non Al Rajhi card refund
Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
06/12/2021

2447
All the transactions are processed by the bank on 29/12/2021 wiating for the claim ID for Non Al Rajhi card refund
Rejected refund transactions - 12 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/12/2021

802
All the transactions are processed by the bank on 29/12/2021 wiating for the claim ID for Non Al Rajhi card refund
Rejected refund transactions - 19 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
22/12/2021

1941
All the transactions are processed by the bank on 28/12/2021 wiating for the claim ID
Rejected refund transactions - 26 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
28/12/2021

581
Under process
Rejected refund transactions - 2 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Pending
04/01/22

1265
Under process
Rejected refund transactions - 5 January 2022 ("Landmark KSA" and Landmark Apple Pay")
Pending
06/01/22

598
Under process

Apr 1, 2020 - Jan 10, 2022

Merchant
Count of Failed Refunds
Account-Level Failure Rate
Landmark KSA
                                         109,332
23%

Summary:

  1.  For all the above cases we have raised it with the bank and now we are waiting for the bank to share the claim IDs with us.
  2.  We have updated you with the status of each pending cases in their respective emails.
  3.  We do not have any cases pending as of yesterday which we have not raised with the bank.

Please let me know if you have any concern or query on this I would be happy to assist you further.

Best Regards,

Harsh Kothari
Senior Operation Analyst

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

Helping you do business better
#everyones_happy

From: Kothari, Harsh
Sent: Thursday, December 30, 2021 2:23 PM
To: 'Prince Anand' <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

Hi Prince,

Apologies for not providing the consolidated file as we have already updated your team in each separate email would you please get that from them.

Appreciate your support and understanding.

Regards,
Harsh Kothari

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, December 30, 2021 2:05 PM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

Hi Harsh,

As requested earlier, could you please share the excel sheet containing the transactions with their status.

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 30 December 2021 at 1:47 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>, Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>, Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: Landmark weekly update | MADA refund failure

External email sender, please take precaution.
Dear LMG Team,

I hope you are doing well

Please find below summary of raised manual refund request with the bank along with its status in the last column.

Subject
Status
Raised date
Confirmation date from bank
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
414
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021
134
Completed
Rejected refund transactions - 25 October 2021
Processed waiting for claim ID
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Processed waiting for claim ID
11/11/2021
22/11/2021
762
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Processed waiting for claim ID
14/11/2021
22/11/2021
2481
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 575 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
16/11/2021

581
580 txns out of 581 are processed by the bank on 16/12/2021, waiting for the Claim IDs
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
23/11/2021

1104
All the transactions are processed by the bank on 29/12/2021, but received claim ID/ confirmation for 202 transactions
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
28/11/2021

2241
All the transactions are processed by the bank on 27/12/2021, but received claim ID/ confirmation for 1055 transactions
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
30/11/2021

933
All the transactions are processed by the bank on 27/12/2021, but received claim ID/ confirmation for 511 transactions
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
09/12/2021

1443
All the transactions are processed by the bank on 29/12/2021 wiating for the claim ID for Non Al Rajhi card refund
Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
06/12/2021

2447
All the transactions are processed by the bank on 29/12/2021 wiating for the claim ID for Non Al Rajhi card refund
Rejected refund transactions - 12 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/12/2021

802
All the transactions are processed by the bank on 29/12/2021 wiating for the claim ID for Non Al Rajhi card refund
Rejected refund transactions - 19 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
22/12/2021

1941
All the transactions are processed by the bank on 28/12/2021 wiating for the claim ID
Rejected refund transactions - 26 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
28/12/2021

581
Within SLA

Apr 1, 2020 - Dec 30, 2021

Merchant
Count of Failed Refunds
Account-Level Failure Rate
Landmark KSA
105,447
23%

Summary:

  1.  For all the above cases we have raised it with the bank and now we are waiting for the bank to share the claim IDs with us.
  2.  We have updated you with the status of each pending cases in their respective emails.
  3.  We do not have any cases pending as of yesterday which we have not raised with the bank.

Please let me know if you have any concern or query on this I would be happy to assist you further.

Best Regards,

Harsh Kothari
Senior Operation Analyst

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

Helping you do business better
#everyones_happy

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, December 30, 2021 10:17 AM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

Hi Harsh,

We have not received this week’s report. It would be helpful if you can share this report today itself. This report is helping us in tackling the MoC escalations easily.

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Date: Monday, 27 December 2021 at 6:10 PM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>, Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>, Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: Re: Landmark weekly update | MADA refund failure
Thanks for the clarification Harsh. Will wait for this week’s report to escalate these PENDING cases to Al Rajhi.

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Date: Monday, 27 December 2021 at 6:07 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>, Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>, Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: Landmark weekly update | MADA refund failure

External email sender, please take precaution.
Hi Prince,

Sure, will start adding the transactions in the weekly report email.

The last 3 are marked with green color because they are within SLA and yes it is pending with the bank.

I hope this will clarify your query.

Regards,
Harsh Kothari

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 27, 2021 5:58 PM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Landmark weekly update | MADA refund failure

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

Hi Harsh,

From this week onwards, can you please also attach the file containing the exact refund transactions for the newly added row items (which get added every week due to new failed refunds) which are depicted as PENDING in your report. We will use those files to reach out to Al Rajhi to expedite the refund TAT.

Also, can you please suggest if the last three rows in the below table (highlighted as Green but status as Pending) processed from bank side (confused due to colour coding).

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Date: Sunday, 26 December 2021 at 10:53 AM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>, Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>, Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: Re: Landmark weekly update | MADA refund failure
Hi Harsh,

Are the last three rows in the below table (highlighted as Green but status as Pending) processed from bank side? Confused due to colour coding.

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 21 December 2021 at 7:54 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>, Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>, Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: Landmark weekly update | MADA refund failure

External email sender, please take precaution.
Dear LMG Team,

I hope you are doing well

Please find below summary of raised manual refund request with the bank along with its status in the last column.

Subject
Status
Raised date
Confirmation date from bank
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
414
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021
134
Completed
Rejected refund transactions - 25 October 2021
Processed waiting for claim ID
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Processed waiting for claim ID
11/11/2021
22/11/2021
762
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Processed waiting for claim ID
14/11/2021
22/11/2021
2481
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 575 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
16/11/2021

581
580 txns out of 581 are processed by the bank on 16/12/2021, waiting for the Claim IDs
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
23/11/2021

1104
Escalated to the bank
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
28/11/2021

2241
Escalated to the bank
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
30/11/2021

933
Escalated to the bank
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
09/12/2021

1443

Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
06/12/2021

2447

Rejected refund transactions - 12 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
06/14/2021

802

Apr 1, 2020 - Dec 20, 2021

Merchant
Count of Failed Refunds
Account-Level Failure Rate
Landmark KSA
                                                                               101,602
22%

Summary:

  1.  For all the above cases we have raised it with the bank and now we are waiting for the bank to share the claim IDs with us.
  2.  We do not have any cases pending as of yesterday which we have not raised with the bank

Please let me know if you have any concern or query on this I would be happy to assist you further.

From: Lindstrand, Malin
Sent: Wednesday, December 15, 2021 2:28 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>
Cc: Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Kothari, Harsh <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>; Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Baranova, Viktoria <[email-masked]<mailto:[email-masked]>>
Subject: Re: [EXTERNAL] Bi-Weekly Update | MADA refund failure - Need Data

Hi Prince, team,

Am adding Viktoria to the conversation as she will be covering for me during my upcoming leave (17 Dec – 2 Jan). Please keep her in cc for any communication related to refunds moving forward.

Regards,

Malin Lindstrand
Strategic Account Manager

Mobile: +971 56 4990707
Email: [email-masked]<mailto:[email-masked]>

[signature_2091023476]

Helping you do business better
#everyones_happy

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 15 December 2021 at 1:07 PM
To: "Kothari, Harsh" <[email-masked]<mailto:[email-masked]>>
Cc: Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>, "Lindstrand, Malin" <[email-masked]<mailto:[email-masked]>>, "Rifai, Mira" <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Bi-Weekly Update | MADA refund failure - Need Data

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

Thanks Harsh for sharing the consolidated list of refunds.

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 14 December 2021 at 8:24 PM
To: Prince Anand <[email-masked]<mailto:[email-masked]>>
Cc: Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>, Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>, Rifai, Mira <[email-masked]<mailto:[email-masked]>>
Subject: RE: Bi-Weekly Update | MADA refund failure - Need Data

External email sender, please take precaution.
Hi Prince/ Peram,

Please find attached 3 files as below:

  1.  14700 transactions which was processed by the bank between 1st Jan to Sept 2021 requesting for the Claim ID (1st file)
  2.  Out of 14700 bank shared the claim IDs for 6453 transactions (2nd file)
  3.  Consolidated list of 14684 transactions that was raised from 16th Oct 2021 to 14th Dec 2021

Below is the revised table for your quick reference:

Subject
Status
Raised date
Confirmation date from bank
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
414
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021
134
Completed
Rejected refund transactions - 25 October 2021
Processed waiting for claim ID
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Processed waiting for claim ID
11/11/2021
22/11/2021
762 txn in real (544 was typo)
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Processed waiting for claim ID
14/11/2021
22/11/2021
2481
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 575 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
16/11/2021

581
Escalated to the bank
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
23/11/2021

1104
Escalated to the bank
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
28/11/2021

2241
Escalated to the bank
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
30/11/2021

933
Escalated to the bank
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
09/12/2021

1443

Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
06/12/2021

2447

Rejected refund transactions - 12 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
06/14/2021

802

I hope this will clarify your query.

Best Regards,

Harsh Kothari
Senior Operation Analyst

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

Helping you do business better
#everyones_happy

From: Prince Anand <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 14, 2021 6:47 PM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Rifai, Mira <[email-masked]<mailto:[email-masked]>>
Cc: Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>; Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Bi-Weekly Update | MADA refund failure - Need Data

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

Hi Harsh, Malin,

Our KSA business head is going to have a meeting with MoC wherein we need to share the complete list of transactions that are pending with Al Rajhi for Refund or Confirmation of refund by sharing the claim id. The MoC will be taking this up with Al Rajhi and help us in getting the refund processed from Al Rajhi.

The summary table that has been shared by Harsh is helpful and for this meeting with MoC we would also need the complete list of transactions which are either pending for refund or pending to receive the claim id. It would be helpful if you share two separate files for these two types of refunds.

Regards,
Prince Raj Anand
Senior Product Owner | Payments
Landmark Group | Web Team

From: Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 14 December 2021 at 5:36 PM
To: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Kothari, Harsh <[email-masked]<mailto:[email-masked]>>, Prince Anand <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Cc: Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>
Subject: RE: Bi-Weekly Update | MADA refund failure - Need Data
Dear Harsh & Sankar,

Our requirement is very simple.

We need data for Transactions shared with bank and pending to share the claim IDs from the AlRajhi bank (In the weekly update Harsh has provided status for 28364 transactions, out if this he has mentioned 7281 transactions, we have received claim ids.So Balance 21K transaction supposed to be pending with AlRajhi)

@Kothari, Harsh<mailto:[email-masked]> – as you have shared a clear summary (in the trail mail), we hope this data also must be available with PayFort.

We want the list of this transactions, to understand the aging of every refund transaction and escalate to MOCI for appropriate solution, as this is completely stuck with bank for processing. We can proceed only if this data is available.

We need this support critically to escalate the issue with Al Rajhi and MOCI for appropriate action to avoid penalties.

@Prince Anand<mailto:[email-masked]> @Lindstrand, Malin<mailto:[email-masked]> – Required your support here.

Regards
Peram

From: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 14, 2021 4:22 PM
To: Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>; Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Cc: Prince Anand <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>
Subject: Re: Bi-Weekly Update | MADA refund failure - Need Data

Hi Peram,

I’ve shared the data already with you sometime back but we don’t have claim ids against the order numbers however we do have RRN.

Hi Harsh,

Unfortunately the consolidated list you have shared last time did not have claim ids and we started to get claim ids after sometime so we are maintaining the data without claim ids. Could you please share the data once with the claimids and pending from bank to take it up with the MOCI and the bank.

Thanks,
Sankar.
From: Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 14 December 2021 at 4:26 PM
To: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Cc: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Prince Anand <[email-masked]<mailto:[email-masked]>>, Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>, Derrick Pereira <[email-masked]<mailto:[email-masked]>>, Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>
Subject: RE: Bi-Weekly Update | MADA refund failure - Need Data
Dear Sankar,

Can you please support with this data for “pending to share the claim IDs from the AlRajhi bank” ?

Basis the summary below out of 28,364 refund transaction submitted , only 7,281 claim Id’s received. Al most 21K transaction against which NO claim ID till date.

We need to consolidate all these pending issues, to understand the aging of every refund transaction and escalate to MOCI for appropriate solution, as this is completely stuck with bank for processing.

We need this support critically to escalate the issue with Al Rajhi and MOCI for appropriate action.

We can connect any time, if required.

Regards
Peram

From: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 14, 2021 3:12 PM
To: Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Cc: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Prince Anand <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>
Subject: RE: Bi-Weekly Update | MADA refund failure - Need Data

External email sender, please take precaution.
Hi Peram,

The transactions details are already there with the Sankar would you please align with him to get all the transactions details which are pending to share the claim IDs from the AlRajhi bank.

Regards,
Harsh Kothari

From: Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 14, 2021 3:24 PM
To: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>; Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Cc: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Prince Anand <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Ramalingam Thangavel <[email-masked]<mailto:[email-masked]>>
Subject: RE: [EXTERNAL] Bi-Weekly Update | MADA refund failure - Need Data
Importance: High

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

Dear Team,

Thanks for the below summary

Can we have the data (list) for this below mentioned 28,364 refund transactions (Excel File), complete data with status as bucketed below.

We need this consolidated data to understand the aging of every refund and take it up with MOCI for their support for a resolution or advise.

As we understand completely this is a delay from Al Rajhi, which we want to approach the bank and also escalate to MOCI for appropriate solution, rather than we pay a fine on customer complains.

Appreciate earliest revert.

Regards
Peram

From: Singaravel Perambalam
Sent: Tuesday, December 14, 2021 9:49 AM
To: 'Kothari, Harsh' <[email-masked]<mailto:[email-masked]>>
Cc: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Prince Anand <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>
Subject: RE: Bi-Weekly Update | MADA refund failure

Dear Harsh,

Can I have the list for this below mentioned 28,364 Transactions (Excel File), only as a onetime request.

As there are many queries coming from multiple teams on complains on Oct/Nov’21 refunds, if I have the data , I will be able to revert them with the status.

Appreciate your support,

Regards
Peram

From: Kothari, Harsh <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 13, 2021 7:49 PM
To: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Singaravel Perambalam <[email-masked]<mailto:[email-masked]>>; Ashish Bumra <[email-masked]<mailto:[email-masked]>>; Suhas Bennikal <[email-masked]<mailto:[email-masked]>>; Neha K <[email-masked]<mailto:[email-masked]>>; Vinay R Kumar <[email-masked]<mailto:[email-masked]>>; Derrick Pereira <[email-masked]<mailto:[email-masked]>>; Martin Lacey <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Prince Anand <[email-masked]<mailto:[email-masked]>>
Cc: Rifai, Mira <[email-masked]<mailto:[email-masked]>>; Lindstrand, Malin <[email-masked]<mailto:[email-masked]>>; Alul, Yara <[email-masked]<mailto:[email-masked]>>; Morzaria, Viral <[email-masked]<mailto:[email-masked]>>; Shukla, Ankit <[email-masked]<mailto:[email-masked]>>
Subject: Bi-Weekly Update | MADA refund failure

External email sender, please take precaution.
Dear LMG Team,

I hope you are doing well

Please find below summary of raised manual refund request with the bank along with its status in the last column.

Subject
Status
Raised date
Confirmation date from bank
Count of refunds
Comment
Reconfirmation of the MADA refunded transactions
Processed waiting for claim ID
13/09/2021

14700
Received Claim IDs for 6453 transactions
Rejected refund transactions - 07 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
299
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 105 transactions
Rejected refund transactions - 13 October 2021
Processed waiting for claim ID
16/10/2021
22/11/2021
414
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Rejected refund transactions - 15 to 17 October 2021
Processed
19/10/2021
28/10/2021
134
Completed
Rejected refund transactions - 25 October 2021
Processed waiting for claim ID
26/10/2021

499
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 109 transactions
Rejected refund transactions - 5 to 7 November 2021
Processed waiting for claim ID
11/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 39 transactions
Rejected refund transactions - 11 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Processed waiting for claim ID
14/11/2021
22/11/2021
544
All the transactions are processed by the bank on 22/11/2021 wiating for the claim ID
Historical Rejected refund transactions - Apple Pay / CC
Processed waiting for claim ID
14/11/2021
22/11/2021
2481
All the transactions are processed by the bank on 22/11/2021, but received claim ID for 575 transactions
Rejected refund transactions - 14 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
16/11/2021

581
Escalated to the bank
Rejected refund transactions - 18 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
23/11/2021

1104
Escalated to the bank
Rejected refund transactions - 25 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
28/11/2021

2241
Escalated to the bank
Rejected refund transactions - 28 November 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
30/11/2021

933
Escalated to the bank
Rejected refund transactions - 9 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
09/12/2021

1443

Rejected refund transactions - 5 December 2021 ("Landmark KSA" and Landmark Apple Pay")
Pending
06/12/2021

2447

Apr 1, 2020 - Dec 13, 2021

Merchant
Count of Failed Refunds
Account-Level Failure Rate
Landmark KSA
97,365
22%

Summary:

  1.  For all the above cases we have raised it with the bank and now we are waiting for the bank to share the claim IDs with us.
  2.  We do not have any cases pending as of yesterday which we have not raised with the bank
  3.  For the request for claim IDs for 1st Jan 2021 to 30th Sep 2021 manual refund 14700 transactions we have received the claim IDs for 6453 transactions and shared the same with you in the same email thread, for the remaining ones we are following up with the bank will update on that as well soon.

Please let me know if you have any concern or query on this I would be happy to assist you further.

Best Regards,

Harsh Kothari
Senior Operation Analyst

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

Helping you do business better
#everyones_happy

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>
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>
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>
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>
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>
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>
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