Subject: RE: Refund Complaint: 9564053386
From: Punit Darji <[email-masked]>
To: Nikhil Bishnoi <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Sabir Sutharya <[email-masked]>, "Rohit Kamath (TCS)" <[email-masked]>, "Sonal Gyanchandani (TCS)" <[email-masked]>, Akshay Berry <[email-masked]>, Malik Ismail <[email-masked]>, Samer Salmeh <[email-masked]>, Escalations Dxbteam <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Tue, 5 Jul 2022 12:17:45 +0000

Hi @Nikhil Bishnoi<mailto:[email-masked]>,

The C2C team has already responded for this case (email attached).

Regards,

Punit Darji

From: Nikhil Bishnoi <[email-masked]>
Sent: Tuesday, July 5, 2022 12:48 PM
To: Punit Darji <[email-masked]>
Cc: Manish Kumar <[email-masked]>; Sabir Sutharya <[email-masked]>; Rohit Kamath (TCS) <[email-masked]>; Sonal Gyanchandani (TCS) <[email-masked]>; Akshay Berry <[email-masked]>; Malik Ismail <[email-masked]>; Samer Salmeh <[email-masked]>; Escalations Dxbteam <[email-masked]>; Apoorv Joshi <[email-masked]>
Subject: Re: Refund Complaint: 9564053386

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

Kindly assist us in getting this resolved. The customer is chasing us for the same.

Thank you for your help.

Regards,
Nikhil.
________________________________
From: "Punit Darji" <[email-masked]<mailto:[email-masked]>>
To: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Sabir Sutharya" <[email-masked]<mailto:[email-masked]>>, "Rohit Kamath (TCS)" <[email-masked]<mailto:[email-masked]>>
Cc: "Sonal Gyanchandani (TCS)" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "Escalations Dxbteam" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 30 June, 2022 11:02:11
Subject: RE: Refund Complaint: 9564053386

Hi @Rohit Kamath (TCS)<mailto:[email-masked]> / @Sabir Sutharya<mailto:[email-masked]>,

Requesting your support to resolve this issue.

Regards,

Punit Darji

From: Manish Kumar <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, June 29, 2022 6:46 PM
To: Punit Darji <[email-masked]<mailto:[email-masked]>>
Cc: Sonal Gyanchandani (TCS) <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Samer Salmeh <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Sabir Sutharya <[email-masked]<mailto:[email-masked]>>; Rohit Kamath (TCS) <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund Complaint: 9564053386

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

Please assist us to get the further update in order to get this case closed.

Thank you for your help.

Regards,
Manish

________________________________
From: "Punit Darji" <[email-masked]<mailto:[email-masked]>>
To: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Sonal Gyanchandani, TCS" <[email-masked]<mailto:[email-masked]>>
Cc: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Sabir Sutharya" <[email-masked]<mailto:[email-masked]>>, "Rohit Kamath, TCS" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 28, 2022 4:35:30 PM
Subject: RE: Refund Complaint: 9564053386

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

Please look into the below issue & share details as per MSA.

Regards,

Punit Darji

From: Manish Kumar <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 28, 2022 2:49 PM
To: Punit Darji <[email-masked]<mailto:[email-masked]>>
Cc: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Samer Salmeh <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund Complaint: 9564053386

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

Please assist us here as we have already shared the RRN number to the cx however he is still coming back again and again.

As per the customer, the refund processed to another account (NOT SAME PAYMENT METHOD), and the bank confirmed that there is no transaction done from our side.

Order ID: 9564053386
REFUND_FOLLOW_ON: AED65.85, 29/04/2022
RRN: 209308907153

Thank you for your help.

Regards,
Manish

________________________________
From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, June 25, 2022 4:55:30 PM
Subject: Re: Refund Complaint: 9564053386

Hi Akshay/Malik,

Can you please assist to check on the below. Thank you for your help!

Regards,
Apoorv

________________________________
From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 21, 2022 9:54:52 AM
Subject: Re: Refund Complaint: 9564053386

Hi Malik,

Please help us to close the belw case.

Regards,
Apoorv.
________________________________
From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 16 June, 2022 16:21:59
Subject: Re: Refund Complaint: 9564053386

Hi Malik,

Please help us to close the belw case.

Regards,
Manish

________________________________
From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, June 4, 2022 6:23:34 PM
Subject: Re: Refund Complaint: 9564053386

Hi Akshay,

Please assist us on the below request.

Thank you for your help.

Regards,
Manish

________________________________
From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 30, 2022 8:27:57 AM
Subject: Re: Refund Complaint: 9564053386

Hi Team,

Please assist us here as we have already shared the RRN number to the cx however he is still coming back again and again.

As per the customer, the refund processed to another account (NOT SAME PAYMENT METHOD), and the bank confirmed that there is no transaction done from our side.
Order ID: 9564053386
REFUND_FOLLOW_ON: AED65.85, 29/04/2022
RRN: 209308907153

Thank you for your help.

Regards,
Manish

________________________________
From: "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>
To: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 23, 2022 9:23:37 AM
Subject: Refund Complaint: 9564053386

Hi Team,

Order ID: 9564053386
REFUND_FOLLOW_ON: AED65.85, 29/04/2022
RRN: 209308907153

As per the customer, the refund processed to another account (NOT SAME PAYMENT METHOD), and the bank confirmed that there is no transaction done from our side.

Kindly find the attached regarding the issue.

Kindly check and do the needful.

Regards,
Samer

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<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

Subject: Re: Refund Complaint: 9564053386
From: "Sonal Gyanchandani (TCS)" <[email-masked]>
To: Punit Darji <[email-masked]>
Cc: Akshay Berry <[email-masked]>, Malik Ismail <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Samer Salmeh <[email-masked]>, Escalations Dxbteam <[email-masked]>, Apoorv Joshi <[email-masked]>, Sabir Sutharya <[email-masked]>, "Rohit Kamath (TCS)" <[email-masked]>, Manish Kumar <[email-masked]>
Date: Fri, 1 Jul 2022 20:03:13 +0000

Dear Punit,

For the order no. 9564053386, there is capture as well as refund as per Payfort report. Refund is on 29th April 22.

But, as per Mashreq MSA, Amount was refunded by Mashreq on 29th May 22. Details are given below.

Payfort extract :

FORT ID  Acquirer Name   Merchant Country        Merchant Reference      Authorization Code      Payment Method  Payment Option  Channel         Date & Time     Amount  Currency        Operation       Reconciliation Reference (RRN)  Date & Time
1.7E+17  Mashreq         United Arab Emirates    9564053386      614212  Credit Cards    MasterCard      Merchant page   4/3/22 12:05 PM         131.71  AED     Capture         2.09E+11        3-Apr-22
1.7E+17  Mashreq         United Arab Emirates    9564053386      614212  Credit Cards    MasterCard      Merchant page   4/29/2022 11:27         -65.85  AED     Refund  2.09E+11        29-Apr-22

Mashreq MSA Extract :
APRIL 22:
Bank Date        DH/DT   MERCH ID        POST NO         BATCH   SEQ     DATE    TIME    TRAN TYPE       CARD    AUTH CD         CARD ISSUER     CAPTURE TYPE    COMM RATE       SRC AMOUNT      SRC CRNCY       AMOUNT
4-Apr-22         DT      8012809         20087330        9999    0       403     0       PRCH                            544635******9790        614212  MASTER PR       MANUAL  1.9     131.71  AED     131.71

MAY 22 :
Recd Date        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
29-May-22        DT      8012809         20087330        9999    0       429     0       RFND                            544635******9790        614212  MASTER PR       MANUAL  CR      DMST    1.9     -65.85  AED     -65.85

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

From: Punit Darji <[email-masked]>
Sent: Tuesday, June 28, 2022 3:05 PM
To: Manish Kumar <[email-masked]>; Sonal Gyanchandani (TCS) <[email-masked]>
Cc: Akshay Berry <[email-masked]>; Malik Ismail <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Samer Salmeh <[email-masked]>; Escalations Dxbteam <[email-masked]>; Apoorv Joshi <[email-masked]>; Sabir Sutharya <[email-masked]>; Rohit Kamath (TCS) <[email-masked]>
Subject: RE: Refund Complaint: 9564053386

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

Please look into the below issue & share details as per MSA.

Regards,

Punit Darji

From: Manish Kumar <[email-masked]>
Sent: Tuesday, June 28, 2022 2:49 PM
To: Punit Darji <[email-masked]>
Cc: Akshay Berry <[email-masked]>; Malik Ismail <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Samer Salmeh <[email-masked]>; Escalations Dxbteam <[email-masked]>; Apoorv Joshi <[email-masked]>
Subject: Re: Refund Complaint: 9564053386

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

Dear Punit,

Please assist us here as we have already shared the RRN number to the cx however he is still coming back again and again.

As per the customer, the refund processed to another account (NOT SAME PAYMENT METHOD), and the bank confirmed that there is no transaction done from our side.

Order ID: 9564053386

REFUND_FOLLOW_ON: AED65.85, 29/04/2022

RRN: 209308907153

Thank you for your help.

Regards,

Manish

  _____

From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, June 25, 2022 4:55:30 PM
Subject: Re: Refund Complaint: 9564053386

Hi Akshay/Malik,

Can you please assist to check on the below. Thank you for your help!

Regards,
Apoorv

  _____

From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 21, 2022 9:54:52 AM
Subject: Re: Refund Complaint: 9564053386

Hi Malik,

Please help us to close the belw case.

Regards,

Apoorv.

  _____

From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "malik ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 16 June, 2022 16:21:59
Subject: Re: Refund Complaint: 9564053386

Hi Malik,

Please help us to close the belw case.

Regards,

Manish

  _____

From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, June 4, 2022 6:23:34 PM
Subject: Re: Refund Complaint: 9564053386

Hi Akshay,

Please assist us on the below request.

Thank you for your help.

Regards,

Manish

  _____

From: "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
To: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 30, 2022 8:27:57 AM
Subject: Re: Refund Complaint: 9564053386

Hi Team,

Please assist us here as we have already shared the RRN number to the cx however he is still coming back again and again.

As per the customer, the refund processed to another account (NOT SAME PAYMENT METHOD), and the bank confirmed that there is no transaction done from our side.

Order ID: 9564053386

REFUND_FOLLOW_ON: AED65.85, 29/04/2022

RRN: 209308907153

Thank you for your help.

Regards,

Manish

  _____

From: "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>
To: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 23, 2022 9:23:37 AM
Subject: Refund Complaint: 9564053386

Hi Team,

Order ID: 9564053386

REFUND_FOLLOW_ON: AED65.85, 29/04/2022

RRN: 209308907153

As per the customer, the refund processed to another account (NOT SAME PAYMENT METHOD), and the bank confirmed that there is no transaction done from our side.

Kindly find the attached regarding the issue.

Kindly check and do the needful.

Regards,

Samer