Subject: RE: Unresolved tickets on Freshdesk
From: Murtaza Kutiyanawala <[email-masked]>
To: Radhika Jawle <[email-masked]>
Cc: saurabh <[email-masked]>, Saurav Chakraborty <[email-masked]>, Niren Dsouza <[email-masked]>
Date: Tue, 12 Jan 2021 14:45:32 +0000

@Radhika Jawle<mailto:[email-masked]> please check on the below tickets and check where are these cases stuck.

From: Niren Dsouza <[email-masked]>
Sent: Tuesday, January 12, 2021 2:45 PM
To: Murtaza Kutiyanawala <[email-masked]>; Radhika Jawle <[email-masked]>
Cc: saurabh <[email-masked]>; Saurav Chakraborty <[email-masked]>
Subject: Unresolved tickets on Freshdesk

External email sender, please take precaution.
Hi Murtaza,

Hope you're doing good.

Please find attached the list of tickets with order numbers listed of issues that have not been resolved despite multiple escalations.
Almost all have reached level 3 with no definite resolution in place.
9608345443
1651819
Refund in progress - showing in cash value
9617752306
1859179
RMA raised almost 30 days ago, not yet picked up.
9783981353
1731047
RMA has been raised for incorrect number of items, refund not yet processed.
9619657669
Multiple items, RMa raised, order not yet delivered.
9615339578
1805588
Advised by Jasim and Vaibhav that items have been delivered,CX has not received.
9624221531
1920542
9612982240
1957269
C&C cancellation.Order placed 2n Nov- ready to ship. not yet refunded.
9618712105
1822117
Item returned with another AWB, not yet refunded despite multiple escalations
9783981353
1731047
WH team says Conloc will process NDR, Conloc says have not received the package.
9622674037
1890230
1 item missing, all depts said packages been delivered.
9615174798
1881256
Null RMA., refund not processed. Cust has returned the items.
9614698646
1894327
Multiple escalations for refund of furniture, not yet refunded.
9618503262
1927975
Escalated to level 3 for RMA, not yet actioned.
9616972000
1898625
Package delivered. Conloc says package not delivered.Refund not processed.
9620304581
1936265
missing item, 3rd level escalation, no resolution.
9783981353
1731047
HH not delivered ,refund follow up , 3rd level escalation, no resolution.
9616302246
1741305
JIRA raised but not processed , one missing item,3rd level escalation ,no resolution
9617279387
1769094
2 missing item , 3rd level escalation , no resolution
9615264087
1781261
1 missing item & wrong item delivered ,3rd level escalation , no resolution
9612291032
1832790
return item not picked up , 3rd level escalation , no resolution
9617388432
1964079
Refund pending as cust returned the item herself to the aramex office without creating an RMA. The RMA was later created please process the refund.
9623724129
1914869
JIRA rased and refund not processed , 3rd level escalation , no resolution
9621108472
1909358
refund not processed , 3rd level escalation , no resolution
9617279387
1769094
missing item , 3rd level escalation , no resolution
9748655666
1898239
Refund rejected in hybries , 3rd level escalation , no resolution
9617414208
1896023
2 mattress returned , Refund not processed ,3rd level escalation , no resolution
9612893856
1954794
Cust asking for POD as key missing
9784087205
1961322
refund rejected ,and the WW item already pullout from cx
9624668079
1957729
missing item , 3rd level escalation , no resolution
9782918777
1719948
Refund not processed, order not delivered. Placed on May 16th
9620862241
1967984
cx claiming that the assembly team took her vacuum charger

Please advise as for some issues the resolution may have taken place at the back end and isn't displaying on HYBRIS. We need to know in order to close those tickets.

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