Subject: Re: Escalation Matrix of Kuwait
From: Shakeeb Arsalan <[email-masked]>
To: Jessie Caparas <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, escalations dxbteam <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Thu, 13 Jan 2022 11:06:38 -0700 (MST)

Hi Jessie, 

Thanks for the update, 

The same has been updated on the matrix we have. 

Regards 
Shakeeb 

From: "Jessie Caparas" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Thursday, January 13, 2022 11:36:44 AM 
Subject: FW: Escalation Matrix of Kuwait 

FYI for non-voice team. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Mohammad Shababe Quamar <[email-masked]> 
Sent: Thursday, January 13, 2022 9:18 AM 
To: Saeed Khawaldeh <[email-masked]>; Anas Abukhashabeh <[email-masked]> 
Cc: Escalations Dxbteam <[email-masked]>; Rawan Barghouth <[email-masked]>; Nour Hanayneh <[email-masked]>; Jessie Caparas <[email-masked]> 
Subject: RE: Escalation Matrix of Kuwait 

Hi [ mailto:[email-masked] | 
@Saeed Khawaldeh ] 

As discussed, please find the attached updated escalation matrix of Kuwait. 

Thanks, 

Shababe Quamar 

From: Mohammad Shababe Quamar 
Sent: Wednesday, January 12, 2022 9:59 AM 
To: Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] >; Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Escalation Matrix of Kuwait 

Hi [ mailto:[email-masked] | 
@Saeed Khawaldeh ] 

Thanks for highlight! 

Please follow the attached escalation matrix, we will connect today at 4PM to discuss more about escalation matrix. 

Thanks, 

Shababe Quamar 

From: Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, January 11, 2022 6:04 PM 
To: Mohammad Shababe Quamar < [ mailto:[email-masked] | [email-masked] ] >; Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh <N [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas [ mailto:[email-masked] | [email-masked] ] 
Subject: RE: Escalation Matrix of Kuwait 

External email sender, please take precaution. 

Hi Shababe, 

We have been notified that Harish from finance has left the organization and we updated our escalation matrix accordingly. 

Could you please double check on the attached file for the escalation matrix that we have and confirm if we shall keep using it. 

Kind Regards, 

Saeed Al Khawaldeh 
Senior Service Advisor 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962799 741588 

E: [ mailto:[email-masked] | [email-masked] ] 

[ http://www.crystel.co/ | www.crystel.co ] 

[ https://www.linkedin.com/company/538477?trk=tyah&trkInfo=clickedVertical%3Acompany%2CclickedEntityId%3A538477%2Cidx%3A2-1-9%2CtarId%3A1465818676745%2Ctas%3Acrystel ] 	

[ https://www.facebook.com/Crystel.co ] 	

[ https://twitter.com/CrystelCo ] 	

[ https://www.youtube.com/channel/UCIlmC47mnFyc58kjUCMkByQ ] 

From: Mohammad Shababe Quamar [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Tuesday, January 11, 2022 3:29 PM 
To: Saeed Khawaldeh; Anas Abukhashabeh 
Cc: Escalations Dxbteam; Rawan Barghouth; Nour Hanayneh; Jessie Caparas 
Subject: Escalation Matrix of Kuwait 

Hi [ mailto:[email-masked] | 
@Saeed Khawaldeh ] 

Please find the attached updated escalation matrix of Kuwait. 

For Max Stores, I am waiting for concept confirmation, once get the Max Store’s details, will share with you. 

Thanks, 

Shababe Quamar 

From: Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, January 9, 2022 12:33 AM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Shababe Quamar < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing item_ 8117077903 

External email sender, please take precaution. 

Hi Jessie, 

Sure. 

Kind Regards, 

Saeed Al Khawaldeh 
Senior Service Advisor 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962799 741588 

E: [ mailto:[email-masked] | [email-masked] ] 

[ http://www.crystel.co/ | www.crystel.co ] 

[ https://www.linkedin.com/company/538477?trk=tyah&trkInfo=clickedVertical%3Acompany%2CclickedEntityId%3A538477%2Cidx%3A2-1-9%2CtarId%3A1465818676745%2Ctas%3Acrystel ] 	

[ https://www.facebook.com/Crystel.co ] 	

[ https://twitter.com/CrystelCo ] 	

[ https://www.youtube.com/channel/UCIlmC47mnFyc58kjUCMkByQ ] 

From: Jessie Caparas [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Friday, January 7, 2022 6:03 PM 
To: Anas Abukhashabeh; Saeed Khawaldeh; Mohammad Shababe Quamar 
Subject: RE: Missing item_ 8117077903 

[ mailto:[email-masked] | @Saeed Khawaldeh ] 

I think we need to recheck these escalations for HC KW team. 

Let’s connect on Monday 

FYI [ mailto:[email-masked] | 
@Mohammad Shababe Quamar ] 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, January 7, 2022 7:07 PM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] >; Ruba Dabbas < [ mailto:[email-masked] | [email-masked] ] >; Dania Radwan < [ mailto:[email-masked] | [email-masked] ] >; Mays AlAbsi < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Alhajaj < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Khatib < [ mailto:[email-masked] | [email-masked] ] >; Hanan Baninaser < [ mailto:[email-masked] | [email-masked] ] >; Yamen Dweik < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing item_ 8117077903 

External email sender, please take precaution. 

Dear Team, 

A kind reminder, 

Best Regards, 

Anas Abukhashabeh 

From: Anas Abukhashabeh 
Sent: Tuesday, January 04, 2022 5:56 PM 
To: [ mailto:[email-masked] | [email-masked] ] ; Reddy Prasad; [ mailto:[email-masked] | [email-masked] ] 
Cc: Rawan Barghouth; Saeed Khawaldeh; Ruba Dabbas; Dania Radwan; Mays AlAbsi; Mohammad Alhajaj; Mohammed Khatib; Hanan Baninaser; Yamen Dweik 
Subject: FW: Missing item_ 8117077903 

Dear Team, 

With reference to the order number: 8117077903 

The customer placed this order on Dec 2, 2021 , respectively and didn't receive the below 

Item: 162315148 - - Charles Nested Steel and Glass Lantern 

We escalated this case on Dec 10, 2022 , with tickets: 3581311 , the customer keeps calling. The customer is now asking the amount for the item. 

Please advise if we can process the manual refund on the amount of KWD 9.52 in this case. 

Thank you for helping us close this case. 

Best Regards, 

Anas AbuKhashabeh. 

From: Farah Humaidan [[email-masked]] 
Sent: Saturday, December 25, 2021 4:08 PM 
To: Israa Albakhet; Mays AlAbsi; Anas Abukhashabeh; Mahmoud Saad; KWI Customer Support 
Cc: Rawan Barghouth; Saeed Khawaldeh; Ruba Dabbas; Dania Radwan; Mohammed Khatib; Mohammad Alhajaj; Yamen Dweik; Escalations Dxbteam; Reddy Prasad; ecom cskuwait 
Subject: RE: Missing item_ 8117077903 

Dear Israa, 

Already replied (attached) all pieces that were collected by us were delivered to Customer 

Nothing pending with Postaplus 

Thanks 

	

Farah Humaidan 

Customer Service Manager 

Tel. +965 1881881 – 3132 

From: Israa Albakhet [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Saturday, December 25, 2021 3:06 PM 
To: Farah Humaidan < [ mailto:[email-masked] | [email-masked] ] >; Mays AlAbsi < [ mailto:[email-masked] | [email-masked] ] >; Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Saad < [ mailto:[email-masked] | [email-masked] ] >; KWI Customer Support < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] >; Ruba Dabbas < [ mailto:[email-masked] | [email-masked] ] >; Dania Radwan < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Khatib < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Alhajaj < [ mailto:[email-masked] | [email-masked] ] >; Yamen Dweik < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] >; ecom cskuwait < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing item_ 8117077903 

Hi Team, 

The customer still chasing for the missing item, any updates?? 

Regards, 

From: Farah Humaidan [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Saturday, December 25, 2021 12:29 PM 
To: Mays AlAbsi; Anas Abukhashabeh; Mahmoud Saad; KWI Customer Support 
Cc: Rawan Barghouth; Saeed Khawaldeh; Ruba Dabbas; Dania Radwan; Mohammed Khatib; Mohammad Alhajaj; Yamen Dweik; Israa Albakhet; Escalations Dxbteam; Reddy Prasad; ecom cskuwait 
Subject: RE: Missing item_ 8117077903 

Dear Mays, 

Please note that after confirmation from OPS team 6 pieces were delivered to customer and nothing pending with us 

Thanks 

	

Farah Humaidan 

Customer Service Manager 

Tel. +965 1881881 – 3132 

From: Mays AlAbsi [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Thursday, December 23, 2021 3:11 PM 
To: Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Saad < [ mailto:[email-masked] | [email-masked] ] >; KWI Customer Support < [ mailto:[email-masked] | [email-masked] ] >; Farah Humaidan < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] >; Ruba Dabbas < [ mailto:[email-masked] | [email-masked] ] >; Dania Radwan < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Khatib < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Alhajaj < [ mailto:[email-masked] | [email-masked] ] >; Yamen Dweik < [ mailto:[email-masked] | [email-masked] ] >; Israa Albakhet < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] >; ecom cskuwait < [ mailto:[email-masked] | [email-masked] ] > 
Subject: رد : Missing item_ 8117077903 

Dear Mr. Mahmoud 

what's the update on the below ? 

Best Regards , 

mays alabsi ‏‏ 

من: Anas Abukhashabeh 

‏‏تاريخ الإرسال: 22 كانون الأول, 2021 04:13 م 
إلى: Mahmoud Saad; KWI Customer Support; Farah Humaidan 
نسخة: Rawan Barghouth; Saeed Khawaldeh; Ruba Dabbas; Mays AlAbsi; Dania Radwan; Mohammed Khatib; Mohammad Alhajaj; Yamen Dweik; Israa Albakhet; Escalations Dxbteam; Reddy Prasad; ecom cskuwait 
‏‏الموضوع: RE: Missing item_ 8117077903 

Dear Mr. Mahmoud 

what's the update on the below ? 

Best Regards, 

Anas AbuKhashabeh 

From: Mahmoud Saad [[email-masked]] 
Sent: Monday, December 13, 2021 9:46 AM 
To: Anas Abukhashabeh; KWI Customer Support; Farah Humaidan 
Cc: Rawan Barghouth; Saeed Khawaldeh; Ruba Dabbas; Mays AlAbsi; Dania Radwan; Mohammed Khatib; Mohammad Alhajaj; Yamen Dweik; Israa Albakhet; Escalations Dxbteam; Reddy Prasad; ecom cskuwait 
Subject: RE: Missing item_ 8117077903 

Dear Mr. Anas, 

We will check with our delivery department and get back to you at soonest. 

Thank you. 

	

Best Regards, 

Mahmoud Saad 

CS Executive 

Tel +965 1881881 ext: 3134 

	

From: Anas Abukhashabeh [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Sunday, December 12, 2021 4:25 PM 
To: KWI Customer Support < [ mailto:[email-masked] | [email-masked] ] >; Farah Humaidan < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] >; Ruba Dabbas < [ mailto:[email-masked] | [email-masked] ] >; Mays AlAbsi < [ mailto:[email-masked] | [email-masked] ] >; Dania Radwan < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Khatib < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Alhajaj < [ mailto:[email-masked] | [email-masked] ] >; Yamen Dweik < [ mailto:[email-masked] | [email-masked] ] >; Israa Albakhet < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] >; ecom cskuwait < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Missing item_ 8117077903 

Hi Postaplus, 

Please confirm how many boxes you have delivered to the customer 

as the customer says she did not receive the below item 

Please check and update 

Order number: 8117077903 

AWB: 100078257071 

Items: 162315148 - - Charles Nested Steel and Glass Lantern 

Best Regards, 

Anas AbuKhashabeh 

From: ecom cskuwait [[email-masked]] 
Sent: Sunday, December 12, 2021 6:45 AM 
To: Anas Abukhashabeh; [ mailto:[email-masked] | 
[email-masked] ] ; [ mailto:[email-masked] | 
[email-masked] ] 
Cc: Rawan Barghouth; Saeed Khawaldeh; Ruba Dabbas; Mays AlAbsi; Dania Radwan; Mohammed Khatib; Mohammad Alhajaj; Yamen Dweik; Israa Albakhet; Escalations Dxbteam; Reddy Prasad 
Subject: RE: Missing item_ 8117077903 

Dear [ mailto:[email-masked] | 
@Anas Abukhashabeh ] , 

The below mentioned order shipped in 06 boxes 

	

TRACKING_ID 	

INVOICE_NO 	

PARTNER_CODE 	

CONTAINER_ID 

100078257071 	

8117077903 	

POSTAPLUS 	

ECKWT534189 

100078257071 	

8117077903 	

POSTAPLUS 	

ECKWT534197 

100078257071 	

8117077903 	

POSTAPLUS 	

ECKWT534172 

100078257071 	

8117077903 	

POSTAPLUS 	

ECKWT534205 

100078257071 	

8117077903 	

POSTAPLUS 	

ECKWT534196 

100078257071 	

8117077903 	

POSTAPLUS 	

ECKWT534200 

Thanks & Regards, 

Siva Prasad 

From: Anas Abukhashabeh < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Saturday, December 11, 2021 4:52 PM 
To: [ mailto:[email-masked] | [email-masked] ] ; [ mailto:[email-masked] | [email-masked] ] 
Cc: Rawan Barghouth < [ mailto:[email-masked] | [email-masked] ] >; Saeed Khawaldeh < [ mailto:[email-masked] | [email-masked] ] >; Ruba Dabbas < [ mailto:[email-masked] | [email-masked] ] >; Mays AlAbsi < [ mailto:[email-masked] | [email-masked] ] >; Dania Radwan < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Khatib < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Alhajaj < [ mailto:[email-masked] | [email-masked] ] >; Yamen Dweik < [ mailto:[email-masked] | [email-masked] ] >; Israa Albakhet < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Reddy Prasad < [ mailto:[email-masked] | [email-masked] ] >; ecom cskuwait < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Missing item_ 8117077903 

External email sender, please take precaution. 

Dear Team, 

Kindly confirm how many boxes you have received and delivered 

as the customer says she did not receive the below item. 

Please check and confirm 

Order number: 8117077903 

AWB: 100078257071 

Items: 162315148 - - Charles Nested Steel and Glass Lantern 

Best Regards, 

Anas AbuKhashabeh 

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://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CFarah.Humaidan%40postaplus.com%7C7cea0e86e7d54ee2287008d9c79ef954%7C8042961e95b84299abf9d2f82ed850e5%7C0%7C0%7C637760307894747090%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=9kjZqkBvGGb9kf4Ge7F91bRlofasQvHDvuClxOq2VG0%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. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 

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. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 
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