Subject: FW: New comment - [#4393703] Re: Share your feedback with us
From: Mohamed Mahmoud <[email-masked]>
To: Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Wed, 20 Jul 2022 14:26:30 +0000

Hi @Apoorv Joshi<mailto:[email-masked]>, @Manish Kumar<mailto:[email-masked]>

Please do the needful.

Thanks
Ali

From: Raveen Sethupathy <[email-masked]>
Sent: Wednesday, July 20, 2022 3:59 PM
To: Mohamed Mahmoud <[email-masked]>; Gito Varghese <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: Re: New comment - [#4393703] Re: Share your feedback with us

Hi Mohamed,

The Voucher has been created as requested. I have put the configuration below, please check and let me know if anything has to change.

Code: 038-61R5-KL1T-DNNS-GD|Start Date: 20.07.2022 00:00:00|End Date: 20.10.2022 23:59:00

Type: Serial Voucher|Concept: MAX|Territory: UAE|Checkout Site: N/A

Value: 141.52 AED|Minimum Threshold Value: 142 AED|Maximum Discount:  N/A|Combinable with other vouchers: FALSE

Total quantity of redeemable vouchers: 1|Total quantity of redemptions per customer: 1

Categories included/excluded: N/A|Brands included: N/A|Device Restriction: N/A|First Time User Restriction: N/A

Kind Regards,

From: Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 20 July 2022 at 3:33 PM
To: Gito Varghese <[email-masked]<mailto:[email-masked]>>, Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: FW: New comment - [#4393703] Re: Share your feedback with us

Hi @Gito Varghese<mailto:[email-masked]>, @Raveen Sethupathy<mailto:[email-masked]>

Please create a new Max voucher wroth 141.52 AED TH 142 AED valid for three months.

Thanks
Ali

From: Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, July 17, 2022 6:13 PM
To: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Priyanka Gadiya (TCS) <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>; Mohamad Maqsud <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>
Subject: RE: New comment - [#4393703] Re: Share your feedback with us

@Prakash Iyangar<mailto:[email-masked]>

Cst’s agreed with the voucher

From: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, July 13, 2022 6:11 PM
To: Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Priyanka Gadiya (TCS) <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>; Mohamad Maqsud <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>
Subject: RE: New comment - [#4393703] Re: Share your feedback with us

Is the customer ok if we issue a goodwill voucher against it?

From: Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, July 13, 2022 3:46 PM
To: Max <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Priyanka Gadiya (TCS) <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Cc: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>; Mohamad Maqsud <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>
Subject: RE: New comment - [#4393703] Re: Share your feedback with us
Importance: High

@Prakash Iyangar<mailto:[email-masked]>

Please assist to get the concept Finance approval for the below case.

Thanks
Ali

From: Max <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 7, 2022 4:10 PM
To: [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>; Priyanka Gadiya (TCS) <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>; Mohamad Maqsud <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>
Subject: New comment - [#4393703] Re: Share your feedback with us

CAUTION: External email sender. Use care when clicking on links or opening attachments!

There is a new comment in the ticket submitted by Aya Saoud to HelpMaxAE

Comment added by : Punit Darji

Comment Content:
Hi @Mohamed Mahmoud<mailto:[email-masked]>,

Please follow the below process for cash refund for this exceptional case.

II.                  Exceptional Cases

(E.g: Cases where RTS but customer wants cash refund, >6months old Payfort cases)

  *   CS Team to check all LMG systems & ensure no duplicate refund to the Customer (must be clearly written while taking approvals)
  *   After validation with LMG systems, CS Team to fill details in the attached format & submit for necessary approvals.
  *   CS Team to follow the below approval matrix

First Approval
Second Approval
Third Approval
Concept Finance
C2C Team
(Sabir / Sonal)
E-com Finance (Vivek)

  *   Refund will be processed along with regular cash refund batch & will be completed within 5-7 working days.

Regards,

Punit Darji

From: Priyanka Gadiya (TCS) <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 7, 2022 2:07 PM
To: Punit Darji <[email-masked]<mailto:[email-masked]>>; Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>
Cc: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>
Subject: Re: Ticket Assigned - Re: Share your feedback with us

Hi Punit,

There is double payment received against Order No-9569765205 in May'22. Please check the below extract of Mashreq MSA:

DH
MERCH ID
POST NO
BATCH
SEQ
DATE
TIME
TRAN TYPE
CARD
AUTH CD
CARD ISSUER
CAPTURE TYPE
PROD TYPE
REGION
COMM RATE
SRC AMOUNT
SRC CRNCY
AMOUNT
COMM AMNT
COMM CRNCY
VAT AMT
STTL AMNT
STTL CRNCY
ARN REFNO
ACCOUNT ID
TRANX DATE
DT
1000115699
10133482
53
78
511
1209
PRCH
400536******1427
438948
VISA PREM
ELECTR
DB
DMST
1.75
141.52
AED
141.52
-2.48
AED
-0.12
138.92
AED
'001123057066
'784500969042
5/11/2022
DT
1000115699
10133482
53
77
511
1208
PRCH
400536******1427
429239
VISA PREM
ELECTR
DB
DMST
1.75
141.52
AED
141.52
-2.48
AED
-0.12
138.92
AED
'001123056666
'784500969042
5/11/2022

​Regards,
Priyanka Gadiya

________________________________
From: Punit Darji <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 7, 2022 11:26 AM
To: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Priyanka Gadiya (TCS) <[email-masked]<mailto:[email-masked]>>; Mohamed Mahmoud <[email-masked]<mailto:[email-masked]>>
Cc: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

++ correct id of @Mohamed Mahmoud<mailto:[email-masked]>

Hi @Priyanka Gadiya (TCS)<mailto:[email-masked]>,

Please check if any double transaction is available in CCOD MSA.

Regards,

Punit Darji

From: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 7, 2022 11:09 AM
To: Punit Darji <[email-masked]<mailto:[email-masked]>>; Mohamad Maqsud <[email-masked]<mailto:[email-masked]>>
Cc: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>
Subject: Re: Ticket Assigned - Re: Share your feedback with us

Dear @Punit Darji<mailto:[email-masked]> & @Mohamad Maqsud<mailto:[email-masked]>,

The given order is showing as "Cash on Delivery" in Hybris. I searched in all MSAs, but the auth code is not reflecting anywhere.

Please suggest if anything else is required to be done from my side.

Below is SS of Hybris portal for your reference :

[Image removed by sender.]

Thanks & Regards,
CA. Sonal Gyanchandani.
[TCS - Business Process Lead]

________________________________
From: Punit Darji <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, July 6, 2022 5:21 PM
To: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>; Mohamad Maqsud <[email-masked]<mailto:[email-masked]>>
Cc: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Mohamad Maqsud<mailto:[email-masked]>,

Please refer trail mail.

Hi @Sonal Gyanchandani (TCS)<mailto:[email-masked]> / @Sabir Sutharya<mailto:[email-masked]>, requesting your support to close this ASAP.

[Image removed by sender.]

Regards,

Punit Darji

From: Punit Darji
Sent: Wednesday, June 29, 2022 5:47 PM
To: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>
Cc: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Sonal Gyanchandani (TCS)<mailto:[email-masked]>,

Please check MSA & resolve the below issue.

Regards,

Punit Darji

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, June 29, 2022 5:33 PM
To: Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>; Punit Darji <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Punit Darji<mailto:[email-masked]>,

Can you please assist with the below situation where the customer claims to have deducted money twice and has shared the screenshot.

[Image removed by sender.]

From: Sameer Hasan <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 28, 2022 12:07 PM
To: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Dear @Faraz Lohani<mailto:[email-masked]> ,

It’s Confirmed.

Regards
Sameer Hasan

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 28, 2022 11:59 AM
To: Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Sameer Hasan<mailto:[email-masked]>,

Can you reconfirm as th customer has shared the SS of the payment deducted twice :

[Image removed by sender.]

From: Sameer Hasan <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 28, 2022 11:47 AM
To: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Faraz Lohani<mailto:[email-masked]> ,

PFB

Sl.No.
AWB
Order No
Ship Date
Delivery Date
Delivery Origin
Delivered Place
Terminal No
Card Number
Authorization Code
Date of Transaction
COD to be Collected by CC
COD Collected by CC
Delivery Person
1
FC051122000108
9569765205
10-May-22
10-May-22
Dubai
Dubai
10133482
400536******1427
438948
10-May-22
141.52
141.52
khurram12_lmg

From: Sameer Hasan
Sent: Tuesday, June 28, 2022 11:46 AM
To: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Dear @Faraz Lohani<mailto:[email-masked]> ,

Please find below CCOD Transaction by our driver on that Day. Kindly refund to the Customer if that day Transaction made 2 times for Same amount because Driver has deposited 1 Slip to us on that day.

Regards
Sameer Hasan

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 28, 2022 11:36 AM
To: Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Sameer Hasan<mailto:[email-masked]>,

Any update for the below ?

From: Sameer Hasan <[email-masked]<mailto:[email-masked]>>
Sent: Monday, June 20, 2022 3:33 PM
To: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Dear @Faraz Lohani<mailto:[email-masked]> ,

We are checking with the driver and will update here.

Regards
Sameer Hasan

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Monday, June 20, 2022 3:24 PM
To: Max <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Sameer Hasan<mailto:[email-masked]>,

2nd reminder.

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, June 12, 2022 10:50 PM
To: Max <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Sameer Hasan<mailto:[email-masked]> @Vaibhav Ohri<mailto:[email-masked]>,

Reminder. As we need to close this case.

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 9, 2022 3:23 PM
To: Max <[email-masked]<mailto:[email-masked]>>; Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Vaibhav Ohri <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Ticket Assigned - Re: Share your feedback with us

Hi @Sameer Hasan<mailto:[email-masked]> @Vaibhav Ohri<mailto:[email-masked]>,

Can you assist with the below issue where the cst claims to have paid the driver in his machine and the order was a COD order.

From: Max <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, May 24, 2022 9:38 AM
To: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Subject: Ticket Assigned - Re: Share your feedback with us

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Faraz Lohani,

A new ticket has been assigned to you. Please follow the link below to view the ticket.

Re: Share your feedback with us
Hi Team,
Kindly assist on this!

Problem Statement: Delivery Follow Up
Order Date : May 10, 2022
Order ID: 9569765205
Tracking ID: FC051122000108
Assistance Required: Check If The Delivery Charge Has Been Captured Twice

Issue Description: The order was delivered on (5/11/22) and as per the customer the order amount (AED 141.52) has been captured twice. Please check the  bank statement which has been shared by the customer and do the needful.

Regards,
Aya.
Ticket attachments : 1. DXB.jpg<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fhelpae.maxfashion.com%2Fhelpdesk%2Fattachments%2F2043341458389&data=05%7C01%7Cprakash.iyangar%40landmarkgroup.com%7C1a9a8e2e9bdf43a11e8508da64c54927%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637933095774021485%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=TP%2FB0n07jkE5Dumbrgrb%2FmsuRd4iJoXNqXgwlCGxdJU%3D&reserved=0>
https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/4393703<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Flandmarkgroupservice.freshdesk.com%2Fhelpdesk%2Ftickets%2F4393703&data=05%7C01%7Cprakash.iyangar%40landmarkgroup.com%7C1a9a8e2e9bdf43a11e8508da64c54927%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637933095774021485%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=ijsAvt%2BDVlQG%2Fqyd%2FSbBfqamfctWn9yyTCo9rOydJUM%3D&reserved=0>

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Attachments : 1. Cash Refund Format (Exceptional Cases).xlsx<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fhelpae.maxfashion.com%2Fhelpdesk%2Fattachments%2F2043357626002&data=05%7C01%7Cprakash.iyangar%40landmarkgroup.com%7C1a9a8e2e9bdf43a11e8508da64c54927%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637933095774177680%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=scgvD49yh%2BMduziwKd0OCaNOUGiY8rB8f%2FtresErqbE%3D&reserved=0>
4393703:1125156
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