Subject: canned responses
From: Shivani Rani <[email-masked]>
To: [email-masked]
Cc: [email-masked]
Date: Thu, 12 Nov 2020 22:13:32 -0700 (MST)

ID&%u0xRRxk&euyvqOHc 

C&C shipping 

Thank you for getting in touch with us. 

With reference to order no # 

We can see that your order has been placed successfully on 6 Oct, 2020 and it will take 2 - 3 working days to make it ready for pick up. 

Once your order is ready for pick up you will receive notification for collection. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

****************************************************************************** 

Refund processed 

Thank you for your patience. 

We would like to inform you that we have process the refund on 1 Oct, 2020 

The amount you paid online will be refunded back to your original payment method within 2 - 15 working days. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

************************************************ 
Concerned 

Thank you for getting in touch with us. 
We sincerely apologize for the inconvenience caused to you. 

We have forwarded your issue to our concern team. Once we will get any update we will get back to you. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

************************************************ 

Third 

Thank you for your patience. 

We’re really sorry if we’ve taken longer than usual to get back to you. 

We understand that this would be really frustrating for you, as you haven't received any update for your concern. Please consider this as a rare instance, rest assured our team is working on your issue, and will get back to you as soon as possible. 

Feel free to get in touch with us for further assistance. 

Your friends, 
The Support Team. 

************************************************ 

Second 

Thank you for your patience. 

We would like to inform you that we are working to fixed your issue on priority. Once we will get any update we will get back to you. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 
************************************************ 

Again 

Thank you for your ​patience. 

We have again forwarded your issue to our team and we are working on your issue and once we will get any update we will get back to you. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

************************************************ 
Tracking not generated 

Thank you for getting in touch with us. 

We sincerely apologize for the inconvenience caused to you. 

We would like to inform you that your return request has not been placed successfully and we request you to please share your address and contact number so we can arrange collection. 

We look forward to hearing from you. 

Please note that this case will be automatically closed if we don't hear from you within 24 hours. 

Your friends, 
The Support Team 

Thank you for getting in touch with us. 

We sincerely apologize for the inconvenience caused to you. 

We would like to inform you that we can not find any order on 7 Sep, 2020 under your email [email-masked] and the last order was on 3 Sep, 2020. 

Kindly share the email address which you have used while placing your order and also share the transaction number and your bank statement in PDF from. 

We look forward to hearing from you. 

Please note that this case will be automatically closed if we don't hear from you within 24 hours. 

Your friends, 
The Support Team 

************************************************ 
Late refund 

Hi Team, 

Problem Statement: Late refund 

Order Date: Sep 9, 2020 
Order ID: 
RMA: 
Tracking ID: 

Assistance Required: Need urgent Refund 

Issue Description: As per the tracking we can see that the item has been returned to our warehouse on Sep 14, 2020. However, the refund still not processed. 

Please check and process the refund. 

Thank you for your help 

Regards, 
CS Team Shivani Rani 
*************************************************** 
Hi Team, 
Problem Statement: Late C&C Shipping 

Order Date : Sep 19, 2020 
Order ID: 
Store Code: 
Tracking Id: N/A 

Assistance Required: Need urgent shipping 

Issue Description: The order was placed on 19 Sep, 2020 but still is showing "IN_PROGRESS". 
​ 
Please shipped the order on priority so that the customer can collect as soon as possible. 

Thank you for your help! 

Regards, 
CS Team Shivani Rani 
*************************************************** 

On validation refund 

Hi Team, 

Problem Statement: Knet Refund 
Order Date : 
Order ID: 
Hybris ID: 
Assistance Required: Need urgent Refund 

Issue Description: The order placed an order which was on validation cancelled. However, the payment got captured. 
​ 
Please check and process refund. 

Thank you for your help! 

Regards, 
Shivani 
************************************************ 
Courier response. 

Thank you for your patience. 

We would like to inform you our courier team updated that they will collect the item on priority. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 
************************************************ 
Shukran 

Thank you for getting in touch with us. 
We sincerely apologize for the inconvenience caused to you. 

We would like to inform you that your Shukran points will be added to your account after 14 days of the delivery. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 
************************************************ 

Return slip 

Thank you for getting in touch with us. 

We sincerely apologize for the inconvenience caused to you. 

We would request you to please share the return slip or tracking id and the name of the returned item along with the item id so that we can assist you further. 

We look forward to hearing from you. 

Please note that this case will be automatically closed if we don't hear from you within 24 hours. 

Your friends, 
The Support Team 
************************************************ 
Reset password 
​ 
Thank you for getting in touch with us. 

We apologize for the inconvenience caused to you. 

We would like you to clear the cookies and cache of your browser and app. Also, try to use app and check your network connectivity. You can also reinstall or update your application. 

If you still face the same issue please provide us the following details: 
1. App Version 
2. Android/iOS Version 
3. Screenshot of the issue. 
4. Registered email address. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 
************************************************ 

Damaged Return 

Thank you for getting in touch with us. 
With reference to order no # 

We sincerely apologize for the inconvenience caused to you. 

This is really unfortunate that you had received a damaged item in your purchase with us. We understand that you are skeptical about your future purchases. 

Please be assured as we have forwarded this issue to our concerned team and they are going to make sure you get your products in good shape for your future purchases. 

We would like to inform you that at this time we do not have an option to offer exchanges, but we welcome you to shop for a new piece on our website or from a store near you, and return the product to us. 

You can return your purchases through the below two channels: 

1. You can also book the return online. You can log into your account and go to Order History. Click on "Order number". From that page, you can see an option to return an item. Just click on the box and follow the instructions. 

2.You can now drop off your return to any (Lifestyle) store. Here’s what you need to do. 

· Visit your nearest store: Wrap your returns in their original shipping packaging and bring it along with your invoice to any (Lifestyle) store. 

· Hand over your return: An authorised staff member will take your package and hand you an acknowledgement receipt. Please keep this safe. 

· Receive your refund: After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund. It can also be refunded to your My Credit account for online purchases. If you’ve paid by card, you can receive a refund to your card. 

Please note: As per our return policy, we can only accept return requests if they are made within 14 days after the delivery of the products. 

Feel free to get in touch with us for further assistance. 

Your friends, 
The Support Team 

**************************************************** 
Wrong return 

Thank you for getting in touch with us. 
With reference to order no 

We sincerely apologize for the inconvenience caused to you. 

This is really unfortunate that you had received a wrong item in your purchase with us. We understand that you are sceptical about your future purchases. 

Please be assured as we have forwarded this issue to our concerned team and they are going to make sure you get correct your products for your future purchases. 

We would like to inform you that at this time we do not have an option to offer exchanges, but we welcome you to shop for a new piece on our website or from a store near you, and return the product to us. 

You can return your purchases through the below two channels: 

1. You can also book the return online. You can log into your account and go to Order History. Click on "Order number". From that page, you can see an option to return an item. Just click on the box and follow the instructions. 

2.You can now drop off your return to any (Max) store. Here’s what you need to do. 

· Visit your nearest store: Wrap your returns in their original shipping packaging and bring it along with your invoice to any (Max) store​. 

· Hand over your return: An authorised staff member will take your package and hand you an acknowledgement receipt. Please keep this safe. 

· Receive your refund: After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund. It can also be refunded to your My Credit account for online purchases. If you’ve paid by card, you can receive a refund to your card. 

Please note: As per our return policy, we can only accept return requests if they are made within 14 days after the delivery of the products. 

Feel free to get in touch with us for further assistance. 

Your friends, 
The Support Team 
*************************************************************************************************************************************************************** 

Missing item return created 

Thank you for getting in touch with us. 

With reference to order no # 

We sincerely apologize for the inconvenience caused to you. 

This is really unfortunate that you had received a missing item in your purchase with us. We understand that you are sceptical about your future purchases. 

Please be assured as we have forwarded this issue to our concerned team and they are going to make sure you get all correct your products for your future purchases. 

We can see that you have already created a return request for the item on 10 Oct, 2020 and our courier team will contact you in 2 - 5 working days for the collection. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

*************************************************************************************************************************************************************** 

lATE DELIVERY 

Hi Team, 

Problem Statement: Late delivery 
Order Date : 
Order ID: 
Tracking ID: 
Assistance Required: Need urgent delivery 

Issue Description: The order was shipped on 27 Aug, 2020 but still not delivered to customer. 

Please deliver the order on priority. 

Thank you for your help! 

Regards, 
Shivani 
************************************************ 
Late delivery 

Hi Team, 

Problem Statement: Late delivery 
Order Date : Sep 4, 2020 
Order ID: 
Tracking ID: 
Assistance Required: Need urgent delivery 

Issue Description: The order was shipped on 5 Sep, 2020 but still not delivered to customer. 

Please deliver the order on priority. 

Regards, 
Shivani 
************************************************ 

Failed transaction 

Thank you for your response. 

We sincerely apologize for the inconvenience caused to you. 

We would like to inform you that we can not find any failed transaction in your order history. We would request you to please contact bank and if you still believes that the amount has been deducted, kindly share the transaction number, date of transaction, and the bank statement till 18 Sep, 2020. 

Feel free to get in touch with us for further assistance. 

Your friends, 
The Support Team 
**************************************************************** 

Missing Item. 

Problem Statement: (Missing items) 

Order Date : 
Order ID: 
Tracking ID: 
Assistance Required: Need missing item 

Issue Description: Customer placed order for 5 items but as per the customer he/she has only received 4 items, Under the consignment details we can see that all 5 items has been shipped/Delivered from our side. 

Customer history: 1 ITEMS OUT OF 5 IS MISSING, CUSTOMER WANTS THE SAME ASAP. CUSTOMER REPORTED THE ISSUES FIRST TIME AS PER HIS HISTORY. 

The missing item is 1654241:Juniors Full Length Jeggings with Elasticised Waistband the cost of the item is AED:26. 

Regards, 

Late Shipping. 

Hi Team, 

Problem Statement: Late Shipping 
Order Date : Jul 31, 2020 
Order ID: 9795098722 
Tracking ID: No consignment 
Assistance Required: Need Urgent Delivery 

Issue Description: Customer placed order on Jul 31, 2020 and till now he has not received the order. As per the hybris the there is no consignment ready for the order. 
​ 

Regards, 
Abhishek 

Late delivery. 

Problem Statement: Late Delivery 
Order Date : Aug 01, 2020 
Order ID: 6210695753 
Tracking ID: CRDSAL0052130420 
Assistance Required: Need Urgent Delivery 

Issue Description: The order was shipped from our side on Aug 01, 2020 but till now the order has not delivered to the customer so we request you to arrange a delivery on priority basis. 

Regards, 
Abhishek 

Late Collection. 

Problem Statement: Late Collection 
Order Date : Apr 14, 2020 
Order ID: 9794301342 
Tracking ID: 46070343712 
Assistance Required: Need Urgent Collection 

Issue Description: The return request was created on Apr 18, 2020 and till now the item has not collected from the customer so kindly arrange the collection on priority basis. 

Regards, 

WWD ITEM Missing Part 

Problem Statement: Missing item BABYSHOP TEAM 

Order Date : 

Order ID: 
Tracking ID: 
Delivery Date: 
Assistance Required: Need Urgent Assistance 

Issue Description: Customer emailed us informing that he/she placed order for (ITEM NAME) and there is a peiece/part is missing. Customer also shared us the picture of the item which they received so we request you to look into this concern and help us to resolve the case on ASAP. 

Regards, 

WWD DAMAGED ITEM 

Problem Statement: BABYSHOP TEAM 

Order Date : 17 Oct 2019 

Order ID: 9784521433 
Tracking ID: 45764650186 
Assistance Required: Damaged Item Recieved 

Issue Description: Customer emailed us informing that he/she received the item on 23/10/19 but the item which they recieved is damaged, customer also provided us the picture of damaged item. 

Now customer is asking for return and refund/ exchnage the item. So we request you to check this concern and let us know if we can offer return or exchange to customer or not. 

Regards, 

REFUND PROCESSED 

Problem Statement: Refund Not Processed 
Order Date :May 25, 2020 
Order ID: 6213498736 
Return Tracking ID: 46068169324 
Assistance Required: Process refund asap. 

Issue Description: Customer raised a return request for 02 items and as per customer he handed over the 02 items to the courier team and as per the courier team they delivered the items to the warehouse on Aug 11, 2020. 
​ 
But according to thecsagent hybris the refund has been not processed for 01 item, So we request you to check under RMA 42869237 how many item has been received in our warehouse. 

Regards, 
Abhishek 

RETURN POLICY FOR KUWAIT AND KSA 

Thank you for getting in touch with us. 

We sincerely apologize for the inconvenience caused to you.