Subject: Minutes of meeting for KSA : next steps.
From: Niren Dsouza <[email-masked]>
To: saurabh <[email-masked]>, Yahia Taha <[email-masked]>
Cc: Saurav Chakraborty <[email-masked]>
Date: Wed, 20 Jan 2021 07:15:28 -0700 (MST)

Hi. 
Please find the minutes of the meeting conducted today, 20th Jan,2021 regarding rollout of the KSA HB process. 
Items marked in italics and in red are to be provided by Yahia. 

1.Furniture delivery timeline is 3-5 days. DO created D-3 days for outer regions, D-2 for city limits. 
Confirmation call goes to the customer D-4, attempted again in case of failed attempt at D-3 and D-2. 
Delivery will be done regardless of whether confirmation is successful or not. 
Rescheduling can be done for store orders for the first time, however we will inform customers about SAR 150 charge for rescheduling which is to be paid at the store.2nd time rescheduling cannot be done for store orders. 

2.Return Delivery Order (RDO) in CRM also routed to Delivery department. 

3.HH items shipping - within 3-5 days depending on the region within KSA. 
Shipping charges are SAR 20. Cash on delivery charges are SAR 18. 
Threshold for free delivery is SAR 250 for HH items. 
Threshold For FF items is SAR 2000 for main city regions. Varies depending on regions, can go upto SAR 10,000 in certain regions. 

4. HH items can be delivered by LMG or 3rd party couriers. 
Delivery attempts conducted - 3. 
In case delivery partner is LMG, the re-delivery can be requested even after 3 attempts if customers insists. 

5. Returns for store orders is 14 days. Same time period for C&C orders. 
In case of e-comm orders, upto 30 days from the date of delivery is allowed for a return. 
Returns can only be done in case of a legitimate reason like incorrect item or broken/damaged. 

6.WH escalations - are not done through Freshdesk. Child ticket needs to be raised for all such issues. 

7. Sadad payments. Normal refunds are not processed or credited back to Sadad. Can go back, either to customer's bank accounts or to My Credit. These need to be selected at the time of creating the RMA to process the refund to desired mode. 

8.Timeline for issues with responses from WH - 1st escalation,TAT 48 hours, next level after 3 days and next level after 5 days. Yahia is to be marked Level 3 for all escalations. 

9.Issues with drivers - drivers are supposed to call the customer at least twice. Should wait at least 30 minutes. SOP not yet formalised. 

10. Mattress packaging removed - by delivery. Mattress is presented for inspection by customer, only after customer's approval is it removed. Cust will sign acknowledgement receipt confirming quality. 
Mattress can be returned even if not in original packaging. 

11.Missing HH items - WH(KSA) escalations - 48 hours before escalating to Ramesh for inner city, 5 days for outer city limits. Escalation to Ramesh(level 2) is via email. 

12. Good will refund for items - post approval from last mile team. Only after multiple escalations if issue is not resolved and timeframe beyond acceptable period. 

13. Replacement HH items - same policy. No replacement, only return and refund. 

14. Wrong item - cust doesn't want to pay shipping charges once again for placing a fresh order - escalate to Faizal for voucher. 

15. RMA - issues with Aramex/LMG due to high workload. Validity for Aramex AWB - 14 days. In case beyond that limit then manual AWB to be created if return is with Aramex. 

16.Freshdesk used only for HH items - using it also for FF items is alright - same as the UAE. Email not sent through Freshdesk in case issue raised on CRM. Pics to be sent on email. 

17.Manual closure of Freshdesk tickets after checking CRM notes. This is to be done by LSM team. 

18. In case driver number changed in GDMS and cannot be contacted by customer on the date of delivery- check with WH. Crew of Delivery (COD team) for real time update which can be provided to customer. 

19.Can inform delivery team to take photos of address as proof of attempt of delivery. To be incorporated into SOP by Yahia. 

20.Phone numbers of departments for escalations - to be provided by Yahia. 

21.Phone numbers of stores - To be provided by Yahia. 

22.Delivery slots in KSA - same as UAE. 

23.Confirmation call from courier team for delivery for HH items done on D-1. However delivery is still attempted in case unreachable. 

24.Null RMA in HYBRIS - manual refund. processed by Yahia - escalated through Freshdesk. 

25. Incomplete delivery of FF - incomplete assembly - raise CRM. Refixing under sub-reason - Yahia will check and let us know. 

26.In case CRM not actioned , raise another CRM - Reason : Complaint - follow up - previous complaint. max wait time 5 days. 

27. CRM fields to be used - same . Complaint/enquiry and request. 

28 . Working hours - 9am to 9pm for email/chat and calls . 

29. Request to IT for access to store link(SIM- Store Inventory management) - to be requisitioned by Yahia. 

30.SIM will show store stock of all stores and WH including feeder WH. 3 main WH in RUH, DMM and JDH, 6 feeders. 

31.Transfer from main WH to feeder WH via IC(Inventory Controller) - need email addresses(to be provided by Yahia) 

32. Main WH will inform in case of damaged item via email. Check CRM. If availability in other territory WH in SIM - send to IC who will transfer to ensure delivery. WH supposed to email D-5 in case of damaged items in the WH that cannot be delivered to cx. 

33.WHCC available at store. CX will be informed about no warranty or assembly services. However refixing still possible, inspection team will visit, no charge. 

34.Shipping charges for HH SAR 20/ Cash on delivery SAR 18. Shipping charges table on website is updated and to go as per that in case of any info requests. 

35.For FF , shipping as per website. Table is updated and accurate. 

36. Pullout of FF. In case of E-comm orders(only in case of quality issues or manufacturing defects, not cx damage - replacement will be done within 14 days - no need of approval. Will be done by WH. 
Brick and mortar orders - replacement within 48 hours. 

37.Child tickets assigning to WH KSA escalations even for internal LMG deliveries - timeline for all escalations 48 hours. 

Regards 
Niren D'Souza 
Team Manager 
[email-masked]