Subject: Ticket Assigned - Conversation with mahrukh
From: Splash <[email-masked]>
To: [email-masked]
Date: Mon, 17 Aug 2020 10:57:24 +0000 (UTC)

Hi Shivani Rani,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with mahrukh mahrukh                    Bot:  Hi again! Bot:  Please enter your name Customer:  mahrukh Bot:  Hi Mahrukh ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  United Arab Emirates Bot:  Please enter your order number to continue Customer:  9797442144 Bot:    Your order status is  :    If you have not received your order, Home Delivery takes 5 to 8 days.   You can easily track your order from My Account > Order History.  Please note, during sale periods, your order may take longer to arrive.  Bot:  Was I able to resolve your query? Customer:  /startOver Bot:  Was I able to resolve your query? Customer:  /startOver Bot:  Was I able to resolve your query? Customer:  Yes Bot:  Happy to help. 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 Mahrukh ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  United Arab Emirates Bot:   Want to return something? You can do it in 2 easy ways.   1. Request a return online from your account. 2. Email customer care for a pick-up at [email-masked]   For more details, go to Returns Process 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 enter your email Customer:  [email-masked] Bot:  Please enter your number Customer:  0504353963            02:31 PM, 17th Aug                   Shivani                    Thank you for contacting us. My name is Shivani. How may I help you?           02:31 PM, 17th Aug                     mahrukh                    Hi Shivani! I have a complain about my shipment I received yesterday.           02:32 PM, 17th Aug                     mahrukh                    Two of the six items I ordered are missing pieces           02:33 PM, 17th Aug                   Shivani                    We sincerely apologies for the inconvenience caused to you.           02:33 PM, 17th Aug                   Shivani                    Kindly share your order number.           02:34 PM, 17th Aug                     mahrukh                    Sure           02:34 PM, 17th Aug                     mahrukh                    Chat widget opened           02:34 PM, 17th Aug                     mahrukh                    Chat widget opened           02:35 PM, 17th Aug                     mahrukh                    9797442144           02:35 PM, 17th Aug                   Shivani                    Thank you for your response.           02:37 PM, 17th Aug                   Shivani                    May I request you to please stay on-hold while I retrieve the information.           02:37 PM, 17th Aug                     mahrukh                    Chat widget opened           02:39 PM, 17th Aug                     mahrukh                    Yes. I’m here           02:39 PM, 17th Aug                   Shivani                    Thank you for holding up            02:41 PM, 17th Aug                   Shivani                    We can see that we have delivered all the items in your order.           02:41 PM, 17th Aug                   Shivani                    Kindly share the name of the item along with the item id so that we can help you.           02:41 PM, 17th Aug                     mahrukh                    Where will I find the item id?           02:42 PM, 17th Aug                     mahrukh                    So the problem is, two of the items are missing pieces. One of the pyjama set, i only received the shirt and for another 3 piece pyjama set, its eye mask is missing           02:44 PM, 17th Aug                   Shivani                    Thank you for your response.           02:45 PM, 17th Aug                   Shivani                    We would like to inform you that we do not offer exchange of the item.           02:46 PM, 17th Aug                   Shivani                    However, you can return thees two items and place a new order again with us.           02:46 PM, 17th Aug                     mahrukh                    ok. That should be fine. Do you have home pickup return services?           02:47 PM, 17th Aug                   Shivani                    You can now drop off your return to any (Centrepoint) store across the UAE.

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 (Splash) store in the UAE.

· 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.           02:47 PM, 17th Aug                   Shivani                    Is there anything else I can help you with?            02:47 PM, 17th Aug                     mahrukh                    I need to know about home pick up services for the return as I’m unable to leave home most days           02:48 PM, 17th Aug                   Shivani                    Kindly confirm the item name so that we can create request request.           02:50 PM, 17th Aug                   Shivani                    161532824 - - Printed Shirt and Pyjama Set with Eye-Mask           02:50 PM, 17th Aug                   Shivani                    Kindly share the second item name along with the item id.           02:52 PM, 17th Aug                     mahrukh                    Chat widget opened           02:52 PM, 17th Aug                     mahrukh                    Where is the item id written?           02:52 PM, 17th Aug                   Shivani                    On the item price tag           02:52 PM, 17th Aug                     mahrukh                    Chat widget opened           02:54 PM, 17th Aug                     mahrukh                    I’ve placed a return request on those items           02:54 PM, 17th Aug                   Shivani                    Thank you for confirming us.           02:55 PM, 17th Aug                     mahrukh                    Chat widget opened           02:55 PM, 17th Aug                   Shivani                    Our courier team will contact you in 3 - 5 working days for collection of the item under the tracking id #RP0817001653.           02:56 PM, 17th Aug                   Shivani                    Is there anything else I can help you with?            02:56 PM, 17th Aug                     mahrukh                    Alright! Thank you very much for your assistance! Good day           02:56 PM, 17th Aug                   Shivani                    You're most welcome.           02:56 PM, 17th Aug                   Shivani                    It was a pleasure assisting you. Thank you for contacting us.           02:57 PM, 17th Aug                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1397013