Subject: RE: Click and Collect Process update - NO MANAUL AWB TO BE CREATED
From: Maryam Yahya <[email-masked]>
To: Radhika Jawle <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Niren Dsouza <[email-masked]>
Cc: Saurav Chakraborty <[email-masked]>, Baraa Abukhadra <[email-masked]>, Taima Zeid <[email-masked]>, "Sireen Abdeljabbar" <[email-masked]>, saurabh <[email-masked]>, Nour Hanayneh <[email-masked]>, "HomeBox Customercare UAE" <[email-masked]>
Date: Tue, 4 May 2021 08:08:10 +0000

Hi Team,

Will the store be able to process the refund if the items were damaged?

Best Regards,

Maryam Yahya
Senior Service Advisor

T: +962 6 500 1333

F: +962 6 500 1334

M: +962 797275059

E: [email-masked]<mailto:[email-masked]>

www.crystel.co<http://www.crystel.co/>

[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://www.linkedin.com/company/538477?trk=tyah&trkInfo=clickedVertical%3Acompany%2CclickedEntityId%3A538477%2Cidx%3A2-1-9%2CtarId%3A1465818676745%2Ctas%3Acrystel>

[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://www.facebook.com/Crystel.co>

[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://twitter.com/CrystelCo>

[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://www.youtube.com/channel/UCIlmC47mnFyc58kjUCMkByQ>

[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]

From: Radhika Jawle [mailto:[email-masked]]
Sent: Tuesday, May 4, 2021 10:11 AM
To: Murtaza Kutiyanawala; Niren Dsouza
Cc: Saurav Chakraborty; Baraa Abukhadra; Taima Zeid; Maryam Yahya; Sireen Abdeljabbar; saurabh; Nour Hanayneh; HomeBox Customercare UAE
Subject: RE: Click and Collect Process update - NO MANAUL AWB TO BE CREATED

HI @Niren Dsouza<mailto:[email-masked]>,

RMA will not be created until and unless customer raise the refund request. Once the refund request is raised AWB will be generated automatically.

If customers email id is wrong we cannot do anything, You can ask customer to visit to the nearest store to process the refund.

Thanks & Regards,

From: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 03, 2021 7:03 PM
To: Niren Dsouza <[email-masked]<mailto:[email-masked]>>
Cc: Saurav Chakraborty <[email-masked]<mailto:[email-masked]>>; Baraa Abukhadra <[email-masked]<mailto:[email-masked]>>; Taima Zeid <[email-masked]<mailto:[email-masked]>>; Maryam Yahya <[email-masked]<mailto:[email-masked]>>; Sireen Abdeljabbar <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>
Subject: RE: Click and Collect Process update - NO MANAUL AWB TO BE CREATED

Hi Niren,

That's a good question, let me get back to you on that one.

Murtaza Kutiyanawala
Team Lead - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cradhika.jawle%40landmarkgroup.com%7C5a24bd2889384a708cd108d90e447e82%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637556509603709845%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=PP9%2FZPX82sAYkiRzE%2BWskAMVpic1SKWhEm1JTYfzCME%3D&reserved=0>

From: Niren Dsouza <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 3, 2021 6:55 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: Saurav Chakraborty <[email-masked]<mailto:[email-masked]>>; Baraa Abukhadra <[email-masked]<mailto:[email-masked]>>; Taima Zeid <[email-masked]<mailto:[email-masked]>>; Maryam Yahya <[email-masked]<mailto:[email-masked]>>; Sireen Abdeljabbar <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>
Subject: Re: Click and Collect Process update - NO MANAUL AWB TO BE CREATED

External email sender, please take precaution.
Hi Murtaza,

Noted.
1 query. What if the cx does not or cannot receive the link on their email(email entered incorrectly or inbox full) and the RMA remains on hold. How would we action it in that case?
Can we delete it and ask the cx to run through the process again?

Niren D'Souza
Team Manager
[email-masked]<mailto:[email-masked]>

________________________________
From: "murtaza kutiyanawala" <[email-masked]<mailto:[email-masked]>>
To: "Niren Dsouza" <[email-masked]<mailto:[email-masked]>>, "Saurav Chakraborty" <[email-masked]<mailto:[email-masked]>>, "Baraa Abukhadra" <[email-masked]<mailto:[email-masked]>>, "Taima Zeid" <[email-masked]<mailto:[email-masked]>>, "Maryam Yahya" <[email-masked]<mailto:[email-masked]>>, "Sireen Abdeljabbar" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Nour Hanayneh" <[email-masked]<mailto:[email-masked]>>, "HomeBox Customercare UAE" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 3, 2021 3:03:43 PM
Subject: Click and Collect Process update - NO MANAUL AWB TO BE CREATED

HI Team,

Please make sure that we are not creating any return request for Click and Collect order in Hybris.

For any returns customer has to raise the request from their end (From their account) and if its s guest user then the customer will receive a link which will be an option for return request and the customer has to fill the form and reply, system will automatically create a AWB # for the return request.

1. Customer creates a return for C&C order
2. The RMA is created in system with "on hold" status
3. Customer gets a link in email to update the address for pickup
4. Once address is updated in hybris, AWB gets generated and gets assigned to courier partner
5. Courier partner picks and drops the parcel at the warehouse
6. Warehouse now receives it using Sahla.
7. Refund is flown to customer if the item passes all QC checks

Please make sure the correct process is followed from next time.

Murtaza Kutiyanawala
Team Lead - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cradhika.jawle%40landmarkgroup.com%7C5a24bd2889384a708cd108d90e447e82%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637556509603719811%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=zq0jxprhXAk6%2B5xyLm557Zup3kRJtx%2BEU8Z%2BG83wrPA%3D&reserved=0>

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