Subject: Re: Missing Item/Refund Approval(KW Homecentre) - 8209791855
From: Mohammad Shafeeque <[email-masked]>
To: Seeta Seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Thu, 7 Jan 2021 03:51:37 -0700 (MST)

Hi Team, 

Please update about the below missing item. 

Regards 
Shafeeque 

From: "Seeta Seeta" <[email-masked]> 
To: "jessie caparas" <[email-masked]> 
Cc: "Reddy Prasad" <[email-masked]>, "Ashwin Ravichandran" <[email-masked]>, "harshit luthra" <[email-masked]>, "Mohamed Shabaz Khan" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "wasim qureshi" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "olm kuwait" <[email-masked]>, "Mohamed Shafaath Hussain" <[email-masked]>, "Mohammad Shafeeque" <[email-masked]> 
Sent: Tuesday, January 5, 2021 11:26:16 AM 
Subject: Re: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

Hi Jessie, 

Is there any update in the mentioned case. 

Thanks & Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Reddy Prasad" <[email-masked]>, "Ashwin Ravichandran" <[email-masked]>, "harshit luthra" <[email-masked]> 
Cc: "Mohamed Shabaz Khan" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "wasim qureshi" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "asjad hussain" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "olm kuwait" <[email-masked]>, "Mohamed Shafaath Hussain" <[email-masked]> 
Sent: Wednesday, 23 December, 2020 12:02:52 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

[ mailto:[email-masked] | @Reddy Prasad ] 

Any update on the below pending? 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Reddy Prasad <[email-masked]> 
Sent: Monday, December 21, 2020 5:52 PM 
To: Jessie Caparas <[email-masked]>; Ashwin Ravichandran <[email-masked]>; Harshit Luthra <[email-masked]> 
Cc: Mohamed Shabaz Khan <[email-masked]>; Escalations Dxbteam <[email-masked]>; Wasim Qureshi <[email-masked]>; seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; asjad hussain <[email-masked]>; Apoorv Joshi <[email-masked]>; olm kuwait <[email-masked]>; Mohamed Shafaath Hussain <[email-masked]> 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

Dear Jessie 

Please find below update on orders marked as delivered but customer claims not delivered 

Out of 7 issues raised 

    * 1 POD shared on 3 rd oct 
    * 3 Shipments physically available (1 duplicate record) 
    * 1 issues not raised earlier 
    * 2 Shipments will check and revert back 

	

Ticket ID 	

REMARKS 	

Product 	

Order No 	

Remark 

1365875 	

Marked as delivered but not received by the customer 	

Home Centre 	

8394542799 	

Complaint not received earlier. 

1404317 	

Marked as delivered but not received by the customer 	

Home Centre 	

8394433230 	

Will check and revert back 

1447136 	

Marked as delivered but not received by the customer 	

Home Centre 	

8391454092 	

Repeat complaint, order available 

1510792 	

Marked as delivered but not received by the customer 	

Home Centre 	

8399738262 	

POD shared on 3rd Oct 

1475439 	

Marked as delivered but not received by the customer 	

Home Centre 	

8394510566 	

Order available, share RVP number to process return 

1447136 	

Marked as delivered but not received by the customer 	

Home Centre 	

8391454092 	

Order available, share RVP number to process return 

1396743 	

Marked as delivered but not received by the customer 	

Home Centre 	

8392282173 	

Will check and revert back 

As informed earlier for old RVPs OLM team will not have access to assign, please mark for reattempt 

	

Collection status - RP1207200002618 

Collection status - RP1212200001751 

On the missing items will check and confirm 

Regards 

Reddy Prasad 

From: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 21, 2020 3:37 PM 
To: Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] >; Ashwin Ravichandran < [ mailto:[email-masked] | [email-masked] ] >; Harshit Luthra < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 
Importance: High 

Hi [ mailto:[email-masked] | 
@Reddy Prasad ] 

This is the data we need help at the moment: 

	

Row Labels 	

Count of Ticket ID 

Collection status - RP1207200002618 	

1 

Collection status - RP1212200001751 	

1 

Customer claims these 2 are missing: 
153319153 - - Richmond Table Runner 
161936489 - - LED Warm Cluster 200-Light String 	

1 

Marked as delivered but not received by the customer 	

7 

missing items delivered as per courier team and as per manifest shared by WH team - a total of KWD 16.44 
161899014 - - Enchant Wired Candle Holder - Set of 2 
162207268 - - Amal Hanging Tealight Holder 
162207269 - - Amal Hanging Tealight Candleholder 
161738239 - - Taga Decorative Tealight Holder 
161257422 - - Fadala Glossy Hanging Lantern 
161974055 - - Rose Paper Napkin - Set of 20 
161937457 - - Dymas Tree Mug Holder 
162159326 - - Pyrus 6-Piece Sundae Bowl Set - 300 ml 
161937455 - - Dymas Napkin Holder 
124538881 - - Mojo Fondue - Set of 4 	

1 

Missing items pending with PP team 	

4 

missing piece as per PP - to be confirmed with Reddy 	

1 

Waiting for Harshit's confirmation from Dec. 15 	

1 

(blank) 	

	

Grand Total 	

17 

	

Row Labels 	

Count of Ticket ID 

<8/3/2020 	

	

Aug 	

3 

Sep 	

4 

Nov 	

2 

Dec 	

8 

Grand Total 	

17 

Full details are in attached sheet. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 21, 2020 11:25 AM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Ashwin Ravichandran < [ mailto:[email-masked] | [email-masked] ] >; Fauzan Ahmad . Musalman < [ mailto:[email-masked] | [email-masked] ] >; Harshit Luthra < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

Dear Jessie 

Can we have number of complaints pending or requested for manual refund before the call to keep the information ready for discussion 

Regards 

Reddy Prasad 

From: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, December 20, 2020 1:50 PM 
To: Ashwin Ravichandran < [ mailto:[email-masked] | [email-masked] ] >; Fauzan Ahmad . Musalman < [ mailto:[email-masked] | [email-masked] ] >; Harshit Luthra < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 
Importance: High 

[ mailto:[email-masked] | @Reddy Prasad ] 

Please advise availability along with OLM team as per below email from Ashwin. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Ashwin Ravichandran < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, December 20, 2020 2:49 PM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Fauzan Ahmad . Musalman < [ mailto:[email-masked] | [email-masked] ] >; Harshit Luthra < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

Hi Jessie, 

There has been a recent increase in number of similar cases, where the customer claims incorrect delivery, courier partner is unable to furnish POD details and refund approval has been sought. In such cases, there is limited data / evidence for us to take a decision on approval process 

Can we please get on a call to understand the following: 

    * Reasons for increase in such cases 
    * Actions to be taken to mitigate such cases 
    * Required POD data for E Com team to approve such cases 

Request you to set up this call 

Regards 

Ashwin 

From: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 17, 2020 2:25 PM 
To: Fauzan Ahmad . Musalman < [ mailto:[email-masked] | [email-masked] ] >; Harshit Luthra < [ mailto:[email-masked] | [email-masked] ] >; Ashwin Ravichandran < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 
Importance: High 

[ mailto:[email-masked] | @Ashwin Ravichandran ] 

Several emails have been sent to Harshit and Mohamed Shabaz about this concern. 

The customer has multiple orders with us from September and customer claims that only 2 quantities were collected for this item 159832352 however our system shows 4 got collected. 

Please advise if we can refund KWD 17.80 to the customer. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Fauzan Ahmad . Musalman < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 16, 2020 1:13 AM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Harshit Luthra < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Missing Item/Refund Approval(KW Homecentre) - 8209791855 
Importance: High 

External email sender, please take precaution. 

Hi Team, 

Kindly assist us to close the below case. 

Regards, 

Fauzan 

From: "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Fauzan Ahmad, Musalman" < [ mailto:[email-masked] | [email-masked] ] >, "Mohamed Shabaz Khan" < [ mailto:[email-masked] | [email-masked] ] >, "Harshit Luthra" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "escalations dxbteam" < [ mailto:[email-masked] | [email-masked] ] >, "wasim qureshi" < [ mailto:[email-masked] | [email-masked] ] >, "Seeta Seeta" < [ mailto:[email-masked] | [email-masked] ] >, "Shakeeb Arsalan" < [ mailto:[email-masked] | [email-masked] ] >, "asjad hussain" < [ mailto:[email-masked] | [email-masked] ] >, "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 9, 2020 11:06:35 AM 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

[ mailto:[email-masked] | @Harshit Luthra ] 

For your help please. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Fauzan Ahmad . Musalman < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 9, 2020 7:45 AM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Shabaz Khan < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; asjad hussain < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Missing Item/Refund Approval(KW Homecentre) - 8209791855 
Importance: High 

External email sender, please take precaution. 

Hi Team, 

Kindly assist to close the below case. 

Regards, 

Fauzan 

From: "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Mohamed Shabaz Khan" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "escalations dxbteam" < [ mailto:[email-masked] | [email-masked] ] >, "wasim qureshi" < [ mailto:[email-masked] | [email-masked] ] >, "Seeta Seeta" < [ mailto:[email-masked] | [email-masked] ] >, "Fauzan Ahmad, Musalman" < [ mailto:[email-masked] | [email-masked] ] >, "Shakeeb Arsalan" < [ mailto:[email-masked] | [email-masked] ] >, "asjad hussain" < [ mailto:[email-masked] | [email-masked] ] >, "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, November 27, 2020 2:18:28 PM 
Subject: RE: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

[ mailto:[email-masked] | @Mohamed Shabaz Khan ] 

The customer has multiple orders with us from September and customer claims that only 2 quantities were collected for this item 159832352 however our system shows 4 got collected. 

Please advise if we can refund KWD 17.80 to the customer. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, November 27, 2020 12:26 PM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Wasim Qureshi < [ mailto:[email-masked] | [email-masked] ] >; seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Fauzan Ahmad, Musalman < [ mailto:[email-masked] | [email-masked] ] >; Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; Asjad Hussain < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Missing Item/Refund Approval(KW Homecentre) - 8209791855 

External email sender, please take precaution. 

Hi Team, 

Problem Statement: (Missing items) 

Order Date : Oct 23, 2020 

Order ID: 8209791855 

Total Order Value: KWD 35.60 

Item: 159832352 - - Adric Laundry Hamper with Cutout Handles 

Assistance Required: Refund Approval for the missing item 

​ 

Issue description: The customer emailed us complaining that he has not received the above mentioned item. They have placed an order for 4 quantity of this item but they only received 2. We have escalated this to WH team as per the matrix to check regarding the same but no response. Refund amount of the missing item is KWD 17.80 

Customer's History: Customer is shopping with us since Sep 2020 and has a total of 4 completed orders. 

Please assist in getting a refund approval or investigating this further so we can close this case asap. 

Regards, 

Apoorv 

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. [ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CJessie.Caparas%40landmarkgroup.com%7C4bbf05d719d046ba18e908d8a5b78fa3%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637441555091547689%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=xh2BaLjwexUXWarJVHT3YP%2FThrnhT8eBnAbujmuxWkY%3D&reserved=0 | 
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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