Subject: RE: HB KSA CC Alignment *MOM*
From: Yahia Taha <[email-masked]>
To: Ramesh Gottimukkala <[email-masked]>, ArishLaila <[email-masked]>
Cc: "Alexander Gomes" <[email-masked]>, Nour Hanayneh <[email-masked]>, Hasan Razakhan <[email-masked]>, Saurabh Dadu <[email-masked]>, Bhaskar Mandelia <[email-masked]>, Deepak Devasia <[email-masked]>, Jessie Caparas <[email-masked]>, Pawan Kaura <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Neeraj Bhanwariwal <[email-masked]>, Muralidharan Gunjur <[email-masked]>, Baraa Abukhadra <Baraa.Abukhad
Date: Tue, 23 Mar 2021 14:37:04 +0000

Hi Ramesh,

Thanks very much the same was shared with my team this afternoon only after adding fulfilment escalation as it was not included.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Ramesh Gottimukkala <[email-masked]>
Sent: Tuesday, March 23, 2021 4:36 PM
To: Yahia Taha <[email-masked]>; ArishLaila <[email-masked]>; Baraa Abukhadra <[email-masked]>; Nada Hattar <[email-masked]>; Layan Shehadeh <[email-masked]>; Niren Dsouza <[email-masked]>; Saurav Chakraborty <[email-masked]>; HB.CCCKSA <[email-masked]>
Cc: Alexander Gomes <[email-masked]>; Nour Hanayneh <[email-masked]>; Hasan Razakhan <[email-masked]>; Saurabh Dadu <[email-masked]>; Bhaskar Mandelia <[email-masked]>; Deepak Devasia <[email-masked]>; Jessie Caparas <[email-masked]>; Pawan Kaura <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Neeraj Bhanwariwal <[email-masked]>; Muralidharan Gunjur <[email-masked]>
Subject: RE: HB KSA CC Alignment *MOM*

Dear Yahia

PFA Escalation matrix

From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 23, 2021 11:31 AM
To: Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>; ArishLaila <[email-masked]<mailto:[email-masked]>>; Baraa Abukhadra <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Layan Shehadeh <[email-masked]<mailto:[email-masked]>>; Niren Dsouza <[email-masked]<mailto:[email-masked]>>; Saurav Chakraborty <[email-masked]<mailto:[email-masked]>>; HB.CCCKSA <[email-masked]<mailto:[email-masked]>>
Cc: Alexander Gomes <[email-masked]<mailto:[email-masked]>>; Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>; Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>
Subject: HB KSA CC Alignment *MOM*

Dear All,

Please check below points, you are kindly requested to follow them strictly from now onwards.

1.                   Third Party Courier process

  *   Only Parent id needs to be created. No need for any child id
  *   Agents need to mention AWB # in the drop-down box.
  *   Daily dashboard being circulated which shows open tickets ageing.
  *   If Tickets are not closed within 48 Hours @Ramesh Gottimukkala<mailto:[email-masked]> will follow up with partners to get the resolution.
  *   Within 48 hours KSA HB CCC will follow-up. Jessie & Yahia to discuss any best practices that Jessie may have.

2.                   @Ramesh Gottimukkala<mailto:[email-masked]> to share the 3PL escalation matrix with HB teams.

3.                   Alex & Ramesh Gottimukkala to organize a joint session with 3PL and Yahia on response to HB tickets / mails.

4.                   @Ramesh Gottimukkala<mailto:[email-masked]> to ensure all existing open tickets are closed with 3PL partners.

5.                   Customer returns collect which is approved in system wh needs to collect it back.

6.                   Deepak to revert on process : (Refund Alex not following the refund process as per Mustehsan`s guideline regarding missing items , LM team to check the inventory status of items value more than 100 and confirm to cs team to process refund as good will, the same not happening they are giving fixed response process manual refund and clos.)

7.                   Mr Deepak will be arranging call along with KSA TLM & Alex team & Ramesh, regarding the missing items / cartons / NPS rating.

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C19d3bd8457ca48de707508d8ee00a31a%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637521033934051316%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=7ZHt04qYGqDPeKoQhmwTrs6DmsOVV%2B2qIBaqcxCRcpY%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C19d3bd8457ca48de707508d8ee00a31a%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637521033934051316%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=gVpA6c8f5YIkB5aY0rFgpYKkHfepv36KOFn9%2B0zUP2E%3D&reserved=0>
[lg][hb]

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Subject: Updated escalation matrix for HH issue very important
From: Yahia Taha <[email-masked]>
To: Baraa Abukhadra <[email-masked]>, Layan Shehadeh <[email-masked]>, Rozan Abdelraziq <[email-masked]>, Nada Hattar <[email-masked]>, Niren Dsouza <[email-masked]>, Saurav Chakraborty <[email-masked]>, HB.CCCKSA <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>, Nour Hanayneh <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 23 Mar 2021 10:13:23 +0000

Dear team,

Attached file includes all updated escalation matrix for courier, internal team, and fulfilment team , kindly follow the same while creation fresh desk tickets and guide your

Respective team accordingly.

Important notes:

1.      For LMG internal issues child ticket to assign to KSA WH.
2.      Fulfilment issues related to (missing item, wrong item, excess item)
3.      For issues related to shipment level not item level please assign the ticket to [email-masked]<mailto:[email-masked]> [email-masked]<mailto:[email-masked]> as 1st escalation and [email-masked]<mailto:[email-masked]> as 2nd , [email-masked]<mailto:[email-masked]> as 3rd

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>