Subject: Ticket Assigned - Conversation with taha sohail
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Fri, 18 Dec 2020 08:57:30 +0000

Hi Mohammad shafeeque,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with taha sohail taha sohail                    Bot:  Hi again! Bot:  Please enter your name Customer:  taha sohail Bot:  Hi Taha Sohail ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:    Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Agent:  Hi Taha, Thank you for contacting us. How may I help you? Customer:  Order #6245975554 request for refund has been rejected by the bank Customer:  they messaged me yesterday Customer:  i provided all the details to the bank already Customer:  ? Agent:  May I request you to be on hold while I retrieve my information Customer:  ok waiting please Customer:  FILE Agent:  We have checked and we can see the issue was fixed by the relevant team Customer:  no it's not fixed Agent:  the refund has been processed from our end on 28 Nov 2020 Customer:  why you people are playing with me? Customer:  i paid you 172 SAR Agent:  Under the token request 169999990034945693 Customer:  no they are asking for UTI Number Customer:  provide me UTI number now so i can tell them Agent:  kindly check with your bank and if the amount not received please share us accredited bank statement from the date 28 of Nov so we further assist you and check. Customer:  i checked with the bank Customer:  wait i will share Customer:  IMAGE Customer:  they rejected my refund claim request for this transaction Customer:  they said provide the UTI number to track the issue Agent:  Please share us image of direct bank statement account from your bank not from your mobile so can raise the request to the relevant team Customer:  ok Customer:  2min Agent:  It was a pleasure to assist you. Thank you for shopping with us. Agent:   have a wonderful day. Customer:  why Customer:  wait Customer:  yesterday i provide the statement Agent:  ok we are waiting Agent:  And we will check after closing the chat your submitted bank statement Customer:  FILE Customer:  check the attached statement for 1month Agent:  Thank you for sharing the picture and we will update you as soon as possible Customer:  when it's already to late Customer:  Under the token request 169999990034945693 how much amount you people refund 172 SAR ? Agent:  We are sorry for the inconveniece caused and please be assured after closing this chat will forward you concern to concern party and we will update you as soon as possible. Customer:  Under the token request 169999990034945693 how much amount you people refund 172 SAR ? Agent:  It is SAR 172 Customer:  can't you people transfer it to my account directly ? Customer:  or receive cash from your branch ? Customer:  because it's really headache for me Agent:  As per our record it automatically transferred in the system Customer:  it's really very bad experience for me Customer:  when i shall contact you again for this ? Customer:  and what i will tell them? because i tired of explaining all the things again and again to you people Customer:  provide me some ticket/complaint number to follow up Agent:  We apologise and we will promise you we will check and contact you as soon as possible Agent:  Please allow us some time to work and get this issue fixed for you. We would really appreciate your patience and understanding here. Customer:  ok i will be waiting for your response Customer:  0580124008 Customer:  this is my contact number Agent:  It was a pleasure to assist you. Thank you for shopping with us. Agent:   have a wonderful day. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Extremely dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Taha Sohail ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Agent:  Hi  Taha ,thank you for contacting us. I'm Shafeeque . Agent:  How may I help you? Customer:  follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:   we apologize for the inconvenience Agent:  I would like to inform you that a refund request of 172 SAR  was raised with the transaction ID 169999990034945693  against your order 6245975554 hence I would suggest you to please check and share with us your bank statement once, as at times the banks delay the process of refunds. Customer:  28-11-2020, i returned the item at the store and till now i haven't received the refund...the amount is SAR 172 Customer:  this information is useless for them Customer:  they said me to provide UTI number Customer:  i already shared bank statement twice with you people Customer:  FILE Customer:  take this for 3rd time Customer:  i want my money back... it is haram what you people are doing with me... Agent:  May I request you to be on hold while I retrieve those information for you Customer:  bank completely rejected the request for refund claim...they told get the UTI number from you people to get further details on this matter Agent:  Thank you for holding up Agent:  we are sorry for the inconvenience however the refund is initiated on 28/11/2020 and bank takes 4-15 business days to credit the amount in your card .kindly provide us the bank statment from 28/11/2020 to 15/12/2020 so that we raise the issue to the concern team Customer:  check the statement already send u above Customer:  FILE Customer:  IMAGE Customer:  this is was the claim request against your refund transaction which is rejected Customer:  all the information you are providing  the bank don't need...they need UTI number Customer:  check with your accounts department Agent:   we apologize for the inconvenience Agent:  We will raise this issue to the concern team to check once again and will get back to you your registered email ID Agent:  Is there anything else that i can assist you with ? Customer:  i need the solution now Customer:  don't disconnect with me Customer:  i need to finalize the issue Customer:  this is really too much Agent:  we are really however the issue will be raise and it will be refunded back bank did not credit in your account Customer:  how long will it take now? Customer:  21 days are gone like this Customer:  every 2-3 days i waste my time in chatting with you will and talking to the bank Customer:  whose mistake is this ? Customer:  i am badly suffering because of this issue from your side Agent:  we are really sorry it may take 4-15 business days our team will contact the as soon as possibe Customer:  please i request you to solve it Customer:  please Agent:  sure, Agent:  Is there anything else that i can assist you with ? Agent:  It was a pleasure to assist you. Thank you for shopping with us. Agent:   have a wonderful day. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Extremely dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Taha Sohail ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Agent:  Hi Taha, Thank you for contacting us again. My name is Ishan. I can see that you have contacted us regarding refund queries. Customer:  follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  As we can check, your case for refund had already been escalated . we request you to please allow us some more time to do the same. Agent:  Once again please accept our sincere apologies for the delay in resolving your issue. Customer:  please make it fast Customer:  it's already too late Agent:  Please allow us some time to work and get this issue fixed for you. Customer:  ok Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Neither Satisfied or Dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Taha Sohail ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes            11:44 AM, 18th Dec                   Amir                   Hi taha, Thank you for contacting us. My name is Amir. I'm here to help you regarding Refund queries           11:54 AM, 18th Dec                     taha sohail                    follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number           11:55 AM, 18th Dec                   Amir                   Thank you for your patience.           12:00 PM, 18th Dec                   Amir                   Your transaction ID is : 169999990034945693           12:00 PM, 18th Dec                     taha sohail                    please stop making me fool           12:03 PM, 18th Dec                     taha sohail                    i don't this transaction number           12:03 PM, 18th Dec                     taha sohail                    my request is rejected by the bank against this transaction ID           12:04 PM, 18th Dec                     taha sohail                    the money is already credited in your account           12:04 PM, 18th Dec                   Amir                   This is all we have at time. how ever for investigating this further we request you to share your bank statement as pdf from 11/28/2020 till today           12:04 PM, 18th Dec                   Amir                   We are not getting a response from you. Are we still connected?           12:08 PM, 18th Dec                     taha sohail                    yes           12:11 PM, 18th Dec                     taha sohail                    how many time i share statement with you people ?           12:11 PM, 18th Dec                     taha sohail                    https://fbots-attachment-messages.s3.amazonaws.com/cdcd337929ee25d8357c36adf8237220ecb7f988/791df5f629c0844038094d68ae5f15ce7262071d/acf9cf343e8ed532f5742172032dddf0f88b4302/4ce0b02c2c222cb27cae9bfb895c2aefc4fed29b/490562998653f5d2e28e96f15dfb5db9140f922e           12:14 PM, 18th Dec                     taha sohail                    check this latest statement           12:14 PM, 18th Dec                   Amir                   Thank you for sharing the statement.           12:16 PM, 18th Dec                   Amir                   Our team is already working on your case, as this is a very rare incident.           12:16 PM, 18th Dec                     taha sohail                    now when you will transfer me the paymen?           12:17 PM, 18th Dec                     taha sohail                    i need it now           12:17 PM, 18th Dec                   Amir                   Please be assured as they will fix the issue as soon as possible.           12:17 PM, 18th Dec                     taha sohail                    no i need it now           12:17 PM, 18th Dec                     taha sohail                    can't wait more           12:17 PM, 18th Dec                     taha sohail                    let me talk to your supervisor           12:18 PM, 18th Dec                     taha sohail                    you people are playing with me from more then 20 days           12:18 PM, 18th Dec                     taha sohail                    every time the same reply           12:18 PM, 18th Dec                     taha sohail                    it's too much now           12:19 PM, 18th Dec                   Amir                   As per your request, I'm transferring your chat to our supervisor, please wait a moment.           12:20 PM, 18th Dec                   Apoorv                   Hi Taha, hope you are doing well. My Name is Apoorv, I am the floor support manager. Please allow me a moment to review your chat so I can assist you accordingly with the same.           12:21 PM, 18th Dec                     taha sohail                    yes please           12:23 PM, 18th Dec                     taha sohail                    how many times do i need to connect with you people for the refund ? and every time explaining all the issue to them and then same response from your support team           12:25 PM, 18th Dec                     taha sohail                             12:26 PM, 18th Dec                   Apoorv                   I would like to apologize to you for any inconvenience caused and I would like to assure you that this is definitely not the kind of experience that we want you to have when you are shopping with us.     I have checked your order and as I can see the amount has been successfully refunded from our end at this time. The Bank statement that you have shared with us which I appreciate you for doing, the same will be helpful in investigating this with the Finance team directly.     I do understand that you have waited for your refund in this case and I do feel bad when I am asking you to allow me more time to get the same resolved however, I would like to request you to please do understand that I am here to get this resolved asap and I would like to assure you that I would be doing the same for you. I would be needing some time to check with our Finance however, to get the same checked. May I request you to allow me additional 24-48 hours here so I can personally check with them.           12:26 PM, 18th Dec                     taha sohail                    the bank have rejected the claim against the transaction ID and they told me that the payment is already credited in your companies account and refund was initiated from your side...therefore the bank need UTI Number to investigate the issue if you have refunded the amount           12:28 PM, 18th Dec                   Apoorv                   I would be getting the details from our Finance team that you would be needing to investigate with your Bank directly.           12:29 PM, 18th Dec                     taha sohail                    yes please           12:29 PM, 18th Dec                   Apoorv                   It would be my pleasure. I will update you on the same on your email address: [email-masked]           12:30 PM, 18th Dec                     taha sohail                    within 48 hours as per the commitment made           12:31 PM, 18th Dec                   Apoorv                   That is correct.           12:31 PM, 18th Dec                     taha sohail                    ok thanks           12:31 PM, 18th Dec                   Apoorv                   You're most welcome.           12:31 PM, 18th Dec                   Apoorv                   Is there anything else I can assist you with today?           12:31 PM, 18th Dec                     taha sohail                    no           12:31 PM, 18th Dec                   Apoorv                   It was a pleasure to assist you. Thank you for shopping with us. Have a wonderful day and stay safe!           12:31 PM, 18th Dec                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1889708