Subject: RE: Account Deletion Process
From: Akshay Berry <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Escalations Dxbteam <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Fri, 11 Feb 2022 10:13:39 +0000

Hi Apoorv,

Please see the updated response below.

  1.  When customer has already pressed the delete account button and the automated email has come to us on FRESHDESK:

Hi,
Thank you for reaching out to us and giving us the opportunity to serve you.
We are truly sorry to hear that you wish to remove your account. If in case there is any issue, please feel free to let us know and we will be happy to help. As per your account removal request, someone from our team will be in touch with you within 48 hours to validate your request. After the validation is done, the account will be removed within 7 working days.
Note -
1.   If you have any pending orders with us or any unused My Credits in your account, then the account cannot be deleted.
2.   Account will be deleted for Bahrain, Oman, United Arab Emirates and Qatar for all concepts and not only for the territory which you are requesting for.
3.   Shukran account will not be impacted
4.   If you wish to create a new account later, you may do so.
We are looking forward to hearing from you soon. Thank you for your help!

Your Friends,
The Support Team

2. When customer is directly emailing himself for account deletion instead of pressing the delete account button:

Hi,

Thank you for reaching out to us and giving us the opportunity to serve you.
We are truly sorry to hear that you wish to remove your account. If you are facing any issues and that is the reason for deletion then please do not hesitate to let us know of them, we will be happy to check and assist you with that. If you still wish to go ahead with deletion then please simply follow the following steps and ensure that you do not have any pending orders with us or any My Credits remaining in your account, otherwise the deletion will not be possible:

If you sign in with your email:

1. Go to your profile and select Delete My Account
2. Enter your password and click on the Delete My Account button

That’s it! Your account will be automatically deleted in 7 days.

If you sign in with Facebook:

1. Go to your profile and select Delete My Account
2. Our customer service team will reach out to you to for more details before initiating account deletion

If you sign in with Apple ID:

1. Go to your profile and select Delete My Account
2. Our customer service team will reach out to you to for more details before initiating account deletion.

You can also find these steps here: https://helpae.centrepointstores.com/en/support/solutions/folders/44001185900#<https://helpae.centrepointstores.com/en/support/solutions/folders/44001185900>
[As per concept the link will be shared]

We hope this helps and have a great day! Stay Safe!

Your Friends,
The Support Team

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

From: Apoorv Joshi <[email-masked]>
Sent: Thursday, February 3, 2022 5:02 PM
To: Akshay Berry <[email-masked]>
Cc: Manish Kumar <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Escalations Dxbteam <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>
Subject: Re: Account Deletion Process

External email sender, please take precaution.
Hi Akshay,

Thank you for sharing the disposition.

I have cascaded this among the team and we will ensure the same is being followed.

Regards,
Apoorv

________________________________
From: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, February 3, 2022 6:20:52 PM
Subject: RE: Account Deletion Process

Hi Apoorv,

Thanks for sharing the response, will review and get back to you.

Adding on to the below, attached is the disposition the agents needs to select for such tickets. Ensure this is being followed religiously.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, February 3, 2022 4:41 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Manish Kumar <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Subject: Re: Account Deletion Process

External email sender, please take precaution.
Hi Akshay,

Thank you for sharing the training document for the Deletion process.

Please find below the canned we have prepared for the new deletion process:

1. When customer has already pressed the delete account button and the automated email has come to us on freshdesk:
Hi,

Thank you for reaching out to us and giving us the opportunity to serve you.

We are truly sorry to hear that you wish to remove your account. If in case there is any issue, please feel free to let us know and we will be happy to help. As per your account removal request, someone from our team will be in touch with you within 48 hours to validate your request. After the validation is done, the account will be removed within 7 working days.

Note -
1. Please be advised that we have a single sign in for all the platforms at this time. Once the deletion process has been done all your accounts with us will be removed(Centrepoint, Homecentre, Homebox, Max etc).
2. If you have any pending orders with us or any unused My Credits in your account then the account can not be deleted.

Please confirm on the above information with us and we will go ahead with arranging the validation for you.

We are looking forward to hear from you soon. Thank you for your help!

Your Friends,
The Support Team

2. When customer is directly emailing himself for account deletion instead of pressing the delete account button:

Hi,

Thank you for reaching out to us and giving us the opportunity to serve you.
We are truly sorry to hear that you wish to remove your account. If you are facing any issues and that is the reason for deletion then please do not hesitate to let us know of them, we will be happy to check and assist you with that. If you still wish to go ahead with deletion then please simply follow the following steps and ensure that you do not have any pending orders with us or any My Credits remaining in your account, otherwise the deletion will not be possible:

If you sign in with your email:

1. Go to your profile and select Delete My Account
2. Enter your password and click on the Delete My Account button

That’s it! Your account will be automatically deleted in 7 days.

If you sign in with Facebook:

1. Go to your profile and select Delete My Account
2. Our customer service team will reach out to you to for more details before initiating account deletion

If you sign in with Apple ID:

1. Go to your profile and select Delete My Account
2. Our customer service team will reach out to you to for more details before initiating account deletion.

You can also find these steps here: https://helpae.centrepointstores.com/en/support/solutions/folders/44001185900#<https://helpae.centrepointstores.com/en/support/solutions/folders/44001185900> [As per concept the link will be shared]

We hope this helps and have a great day! Stay Safe!

Your Friends,
The Support Team

Kindly check these canned responses and let me know if they are up to mark or if any updation is required in them. Once you confirm I will get the canned responses ready for the same in Arabic as well.

Thank you for your help!
Regards,
Apoorv
________________________________
From: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, February 1, 2022 10:27:15 PM
Subject: Account Deletion Process

Hi Apoorv,

Thanks for joining the call earlier. As discussed, see the attached process for account deletion from customer’s end. Ensure to keep the following points in mind and cascade to the team as well.

  *   Create a canned response both in English and Arabic.
  *   Child ticket to be created, mark it as urgent and assign it to Crystel Outbound Team group in Freshdesk.

Share the template of the response both in English and Arabic with us.

For any further clarification feel free to reach out to me.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

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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<http://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