Subject: FW: Max online shopping feedback
From: Jessie Caparas <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Fri, 25 Feb 2022 06:09:06 +0000

Hi All,

Please email this to the customer.

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

From: Suhana Valappil <[email-masked]>
Sent: Thursday, February 24, 2022 3:12 PM
To: Raveen Sethupathy <[email-masked]>; Jessie Caparas <[email-masked]>; [email-masked]
Cc: Akshay Berry <[email-masked]>; Faraz Lohani <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Subject: Re: Max online shopping feedback

Dear Max Team,

The Voucher has been created as requested. I have put the configuration below, please check and let me know if anything has to change.

Code: 002-9364-3YNH-F3PL-W3|Start Date: 24.02.2022 00:00:00|End Date: 24.08.2022 23:59:59

Type: Serial Voucher|Concept: MAX|Territory: UAE|Checkout Site: N/A

Value: 128 AED|Minimum Threshold Value: 130 AED|Maximum Discount:  N/A|Combinable with other vouchers: TRUE

Total quantity of redeemable vouchers: 1|Total quantity of redemptions per customer: 1

Categories included/excluded: N/A|Brands included: N/A|Device Restriction: N/A|First Time User Restriction: N/A

From: Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 24 February 2022 at 12:46 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Suhana Valappil <[email-masked]<mailto:[email-masked]>>
Cc: Akshay Berry <[email-masked]<mailto:[email-masked]>>, Faraz Lohani <[email-masked]<mailto:[email-masked]>>, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Re: Max online shopping feedback

@Suhana Valappil<mailto:[email-masked]> fyi

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 24 February 2022 at 11:34 AM
To: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>
Cc: Akshay Berry <[email-masked]<mailto:[email-masked]>>, Faraz Lohani <[email-masked]<mailto:[email-masked]>>, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Max online shopping feedback

@[email-masked]<mailto:[email-masked]> @Raveen Sethupathy<mailto:[email-masked]>

A gentle reminder on the below please.

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

From: Jessie Caparas
Sent: Wednesday, February 23, 2022 2:45 PM
To: [email-masked]<mailto:[email-masked]>; Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>
Cc: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: FW: Max online shopping feedback
Importance: High

Hi Team,

Can you please issue a Max voucher worth 128 with a threshold of AED 130 valid for 6 months?

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

From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, February 23, 2022 2:32 PM
To: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Martin Lacey <[email-masked]<mailto:[email-masked]>>; Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Max online shopping feedback

Hi Bala,

Please find the RCA below:

9549403932

  *   This order was refunded on 27th Jan, here’s the screenshot from the payment gateway:

  *   Team has informed the customer about it, however as the customer insisted the refund is not processed, we have asked her to re-check the bank statement & if the charge is not visible there, as a last resort she can get in touch with the bank with the provided RRN number in the screenshot. Systematically, refund has been processed successfully & we don’t see any failure there.

9555937535

  *   The product returned from this order was handed over to the reception at Max, we are not sure where the actual product is, however our team went ahead & processed the refund as an exception in this case, which was processed on 18th Feb & based on the refund timelines it should reflect on the statement within 2-15 working days.

While our team tried to convince the customer to recheck her bank statement, the response from the customer was not very supportive. Hence, as recommended by you team has mentioned to her over the call about the compensation voucher to which she has agreed. This voucher will be additional to the successful refunds.

@Jessie<mailto:[email-masked]> – Please proceed with the voucher & share it over an email with the customer.

Regards,
Mustehsan Siddiqui
From: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 23 February 2022 at 12:09 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Martin Lacey <[email-masked]<mailto:[email-masked]>>, Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Max online shopping feedback
HI Mustehsan,
This issue is still not resolved, can you issue a goodwill voucher of 100 AED and help close this asap ..

Important is to understand why the refund has not reflected in her account ..

Regards,

Bala Subramaniam,
Head - Omnichannel
Mobile: 0501077468
Desk Ext : 5896
www.maxfashion.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.maxfashion.com%2F&data=04%7C01%7CMustehsan.Siddiqui%40landmarkgroup.com%7Cfb830c6da7ea4165d01908d9f6a3d954%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637812005843948390%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=7jFKZ9C59%2FLDUXDg%2FFEw80niMk9J%2BWil0bc6FXk%2F9KU%3D&reserved=0>

From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Date: Thursday, February 17, 2022 at 9:58 AM
To: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>
Cc: Martin Lacey <[email-masked]<mailto:[email-masked]>>, Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Max online shopping feedback
Hi Bala,

Sure, team will connect with Sonalisa & resolve.

Regards,
Mustehsan Siddiqui
From: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 16 February 2022 at 7:01 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Cc: Martin Lacey <[email-masked]<mailto:[email-masked]>>
Subject: FW: Max online shopping feedback

Guys,
Can we investigate pls ..

Regards,

Bala Subramaniam,
Head - Omnichannel
Mobile: 0501077468
Desk Ext : 5896
www.maxfashion.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.maxfashion.com%2F&data=04%7C01%7CMustehsan.Siddiqui%40landmarkgroup.com%7Cfb830c6da7ea4165d01908d9f6a3d954%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637812005843948390%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=7jFKZ9C59%2FLDUXDg%2FFEw80niMk9J%2BWil0bc6FXk%2F9KU%3D&reserved=0>

From: Sonalisa Kar <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, February 16, 2022 at 6:09 PM
To: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>
Subject: Max online shopping feedback
Hi Bala,

Just sharing my experience with Max online:

I had requested for return for the order #9555937535 and the same day I got it delivered to my address however surprisingly it’s been 2+ weeks and no-one came to pick it from me. Ofcourse, I have already given the product to you for review.

The second order #9549403932 was returned 3 -4 weeks back at the store (it was purchased through click & collect), the store representation told me the refund will come to my account in 7-10 days and so far no news. I have send them an email today (attached email for reference).

I do lot of purchase from Max online and sometimes return it back and so far assumed the refund is coming back to my account but with this experience I am not sure if I would have got my previous refunds as well, however this is just an experience sharing with you. May be you can look into it, Thank you 😊

Regards,
Sonalisa.

From: support=[email-masked]<mailto:support=[email-masked]> <support=[email-masked]<mailto:support=[email-masked]>> On Behalf Of Max Fashion
Sent: Sunday, 30 January 2022 4:27 PM
To: Sonalisa Kar <[email-masked]<mailto:[email-masked]>>
Subject: We’ve received your return request.

Here’s what you need to do next.

[Image removed by sender.  Max logo]<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.maxfashion.com%2Fae%2Fen%3Futm_source%253Dhybris%2526utm_medium%253Demail%2526utm_campaign%253Dreturn_initiation_AE_en&data=04%7C01%7CMustehsan.Siddiqui%40landmarkgroup.com%7Cfb830c6da7ea4165d01908d9f6a3d954%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637812005843948390%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=xNPyA6anp0a87dtyXNPKg8rOi%2BvkGHKP33KKb6UsdQM%3D&reserved=0>
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We’ve received your return request.

Hi Sonalisa Kar, thank you for getting in touch with us. Here’s how your return 1002037020 for order 9555937535 will work.
Our delivery partner will pick up your return in around 2-5 business days.
Order Details

Item

Description

Total Price
[Image removed by sender.]
MAX
Checked Maxi Tiered Dress with Three-Quarter Sleeves and Tie-Ups
Color: Orange
Size: M
Quantity: 1
AED 72

Total
AED 72
[Image removed by sender.]
1. Box up your return

Please include the invoice, price tags and any warranty information.
[Image removed by sender.]
2. Hand over your return

Our delivery partner will pick it up from your doorstep.
[Image removed by sender.]
3. Receive your refund

This will be issued after we receive your products in our warehouse and conduct a quality check.

Here's how your refund works:

  *   If you’ve paid by Cash on Delivery, your refund will be credited to your My Credit balance under your account.
  *   Refunds to your Credit Card or Debit Card may take 4-15 business days to process.
  *   Refunds for any Shukrans, Gift Cards or Return Vouchers you’ve spent will also be credited to your My Credit balance.

Need help? Get in touch
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Write us an email now, we'll get back to you as fast as we can.

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