Subject: Re: Process queries
From: Niren Dsouza <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Cc: saurabh <[email-masked]>, Saurav Chakraborty <[email-masked]>
Date: Sat, 26 Sep 2020 03:39:14 -0700 (MST)

Do you have a list of the Escalation matrix? 
Voucher validity extension - escalate to the finance team- email id's? 
Delivery team - ? 
Finance team - -? 
WH return/Conloc - ? 
Courier - Aramex/Shipa/LMG - ? 

From: "murtaza kutiyanawala" <[email-masked]> 
To: "Niren Dsouza" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Saurav Chakraborty" <[email-masked]> 
Sent: Saturday, September 26, 2020 12:57:49 PM 
Subject: RE: Process queries 

HI Niren, 

1. Escalation matrix for WWT (household items). – now this depends on the issue, if it is delivery related issue then need to check the order is with the courier or still not dispatched, if not dispatched then need to follow up with the warehouse (Jasim) if its dispatched then need to follow up with the courier partner. 

2. To leave an open CRM for delivery issues, it is required to choose an approval dept. Which one do we choose? – Delivery Department 

3. Order created today. How long before it can be pulled up on GDMS? Is there a time lag and if so,then how much?- 20 to 40 min 

4. In case there is already an open CRM and customer calls in again and we need to leave another open CRM. The system doesn't seem to allow us to do that. Do we need to wait to close the existing CRM before being able to leave another CRM?- if there is already an open CRM in the system then you need to check the approval notes by clicking more tab towards the extreme right, the system will allow you to create an open CRM but we should avoid doing that. If the CRM is open we need to check in with department bucket it is sitting and accordingly contact that department to fast cycle the process. 

5. GDMS seems to be erratic. An account that was able to be pulled up 2 days ago could not be pulled up today. Does that happen often? Also,sometimes today noticed.....while searching with an invoice, sometimes it would pull up the order and at other times it would say no invoice found for the same invoice number. This was while doing an invoice level search.- if you can share some examples of the invoice # that you help to identify the issue 

6. Need the store inventory link if possible. Getting a fair few queries about store inventory.- already working with IT for the same 

Regards, 

From: Niren Dsouza <[email-masked]> 
Sent: Wednesday, September 23, 2020 8:59 PM 
To: Murtaza Kutiyanawala <[email-masked]> 
Cc: saurabh <[email-masked]>; Saurav Chakraborty <[email-masked]> 
Subject: Process queries 

External email sender, please take precaution. 

Hi. 

Would like a little clarification on a few issues we've come across the last few days of taking chats. 

1. Escalation matrix for WWT (household items). 

2. To leave an open CRM for delivery issues, it is required to choose an approval dept. Which one do we choose? 

3. Order created today. How long before it can be pulled up on GDMS? Is there a time lag and if so,then how much? 

4. In case there is already an open CRM and customer calls in again and we need to leave another open CRM. The system doesn't seem to allow us to do that. Do we need to wait to close the existing CRM before being able to leave another CRM? 

5. GDMS seems to be erratic. An account that was able to be pulled up 2 days ago could not be pulled up today. Does that happen often? Also,sometimes today noticed.....while searching with an invoice, sometimes it would pull up the order and at other times it would say no invoice found for the same invoice number. This was while doing an invoice level search. 

6. Need the store inventory link if possible. Getting a fair few queries about store inventory. 

7. Offering express delivery on high value orders of AED 3500 and above for online orders? Can we change that on GDMS without approval or is that required? 

Thanks and regards. 

Niren D'Souza 
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