Subject: Fwd: [#305853] - Returns
From: Urvika Chaudhary <[email-masked]>
To: LM CS Team <[email-masked]>
Date: Wed, 18 Dec 2019 00:08:44 -0700 (MST)

Hi Team, 

Another Appreciation for Apoorv :) 

Excellent email sent for Escalation. 

Guys please ensure that every one is following the same way to escalate the cases. 

Great Job Apoorv !!! 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Jessie Caparas" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "Martin Lacey" <[email-masked]> 
Sent: Wednesday, December 18, 2019 11:54:01 AM 
Subject: FW: [#305853] - Returns 

Hi Team, 

Another commendation for Apoorv. 

Apoorv rocks! 

Please ensure that the agents follow the same way how concise Apoorv is when escalating his cases. 

From: Varun Sharma <[email-masked]> 
Sent: Wednesday, December 18, 2019 9:30 AM 
To: Splash <[email-masked]>; Jessie Caparas <[email-masked]>; Lalit Ratnala <[email-masked]> 
Cc: Escalations Dxbteam <[email-masked]> 
Subject: RE: [#305853] - Returns 

Excellent way of sharing a case history, good job by the team [ mailto:[email-masked] | 
@Jessie Caparas ] , please ask them to continue. 

Coming to the complaint, this is a clear violation of policy as the driver cannot accept the returned goods. [ mailto:[email-masked] | 
@Lalit Ratnala ] - please look into the matter, since it is internal last mile delivery, we will need to set a better process and penalize whoever made this violation of policy. 

As far as the customer is concerned, please go ahead and refund. 

From: Splash < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 18, 2019 12:46 AM 
To: Varun Sharma < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: [#305853] - Returns 

External email sender, please take precaution. 

Hi Varun, 

​ 

With reference to the order number: 9761819451 

As per the customer, he placed two orders with us, which are 9761819451 and 9762163565. 9761819451 was delivered via LMG on Nov 24, 2019. 9762163565 was delivered via LMG on Nov 26, 2019. Customer wanted to return the below items which belongs to the order number 9761819451: 

161489511 - - Koton Plain Jeans with Pocket Detail 
161822831 - - Bossini Striped T-shirt with Polo Neck and Short Sleeves 

Instead of returning them via Aramex, customer handed over the above mentioned items to the driver who was delivering the order 9762163565 and asked him to take them back to us. Customer no longer has the items. Customer also mentioned that the driver did not give him any acknowledgement receipt for this return. 

​ 

Customer reported this to us on Dec 3, 2019. We escalated the same on the same date. WH and LMG has confirmed not receiving the items, the items seems to have been lost. Customer is chasing for a refund. 

​ 

Value of the refund is AED 100.8 combined for both items. Customer has no previous similar or any other complaints. He is placing orders with us since 2017 and has a total of 18 completed orders valuing a total of AED 2649.07. 

​ 

Please advise if a refund for the lost return can be approved in this case. Thank you for helping us close this case. 

​ 

Thank you for your help! 

​ 

Regards, 

Apoorv 

On Tue, 3 Dec at 6:14 PM , Splash < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Hi Wail, 

Thanks for your reply. 

Accept our full apology for the inconvenience and delay we caused. 

Your request has been filed with the concerned party to refund for the products as soon as possible. We have escalated this case to higher authorities. 

You will be contacted in case of any new information. We would update you as soon as we get some update. 

Thanks for your cooperation and understanding with us. 

Feel free to contact us if you have any further questions. 

Your friends 
Support Team 

305853:1125156 
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