Subject: Re: Unresolved tickets on Freshdesk
From: Niren Dsouza <[email-masked]>
To: radhika jawle <[email-masked]>
Cc: murtaza kutiyanawala <[email-masked]>, saurabh <[email-masked]>, Saurav Chakraborty <[email-masked]>
Date: Wed, 13 Jan 2021 10:00:49 -0700 (MST)

Hi. 
Please find below an updated list of tickets which, despite level 3 escalations, unresolved. 
9600769826 	1535166 	Refund not yet processed for returned item 
9619248879 	1865183 	RMA on 12th Dec pending pickup 
9614872182 	1726263 	Null RMA, refund not processed. 
9617199776 	1851411 	Missing 2 pieces of an item. 
9616844721 	1859823 	RMA raised, not yet picked up 
9613143483 	1873029 	Null RMA, refund not processed. 
9612506383 	1691621 	wrong items not returned 
9623587614 	1909070 	Refund to be processed for the wrong item received 
9622173687 	1885516 	Missing item not delivered.WH and courier saying all delivered. 
9794654157 	1887064 	RMA not actioned. Manual AWB created, no tracking,items not collected. 
9616965202 	1892881 	RMA not actioned, item not yet collected. 
9621878859 	1893268 	Cust says order not delivered, no POD shared by courier yet. 
9615724965 	1893291 	Null RMA, refund not processed. 
9620915318 	1906132 	Cust refund not yet processed, bank account details listed in the ticket. 
9623587614 	1909070 	Cust returned entire wrong order, no follow up of refund or shipping correct order. 
9622512266 	1938484 	RMA not actioned. 
9625401636 	1947396 	paid AED120 instead of 66. COD.Excess to be refunded. 

Niren D'Souza 
Team Manager 
[email-masked] 

From: "radhika jawle" <[email-masked]> 
To: "murtaza kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Saurav Chakraborty" <[email-masked]>, "Niren Dsouza" <[email-masked]> 
Sent: Wednesday, January 13, 2021 7:32:06 PM 
Subject: RE: Unresolved tickets on Freshdesk 

Hi, 

	

9608345443 	

1651819 	

Refund in progress - showing in cash value 	

Please get the bank details form customer. 

9617752306 	

1859179 	

RMA raised almost 30 days ago, not yet picked up. 	

Refund processed. 

9783981353 	

1731047 	

RMA has been raised for incorrect number of items, refund not yet processed. 	

Email sent to Conloc team to process NDR. 

9619657669 	

Multiple items, RMa raised, order not yet delivered. 	

Issue resolved, refund processed 

9615339578 	

1805588 	

Advised by Jasim and Vaibhav that items have been delivered,CX has not received. 	

Refund processed. 

9624221531 	

1920542 	

Refund processed. 

9612982240 	

1957269 	

C&C cancellation.Order placed 2n Nov- ready to ship. not yet refunded. 	

Refund processed. 

9618712105 	

1822117 	

Item returned with another AWB, not yet refunded despite multiple escalations 	

Refund processed. 

9783981353 	

1731047 	

WH team says Conloc will process NDR, Conloc says have not received the package. 	

Email sent to Conloc team to process NDR also infomred jasim to check and get it done. 

9622674037 	

1890230 	

1 item missing, all depts said packages been delivered. 	

Msg sent to JASIM 

9615174798 	

1881256 	

Null RMA., refund not processed. Cust has returned the items. 	

Refund processed. 

9614698646 	

1894327 	

Multiple escalations for refund of furniture, not yet refunded. 	

Refund processed. 

9618503262 	

1927975 	

Escalated to level 3 for RMA, not yet actioned. 	

Email sent to LMG to arrange the pickup 

9616972000 	

1898625 	

Package delivered. Conloc says package not delivered.Refund not processed. 	

Emal sent to Eugene to process the refund. 

9620304581 	

1936265 	

missing item, 3rd level escalation, no resolution. 	

Msg sent to Jasim for Missing item 

9783981353 	

1731047 	

HH not delivered ,refund follow up , 3rd level escalation, no resolution. 	

Email sent to Conloc team to process NDR also infomred jasim to check and get it done. 

9616302246 	

1741305 	

JIRA raised but not processed , one missing item,3rd level escalation ,no resolution 	

JIRA Raised as partial cancellation failed. 

9617279387 	

1769094 	

2 missing item , 3rd level escalation , no resolution 	

Refund processed. 

9615264087 	

1781261 	

1 missing item & wrong item delivered ,3rd level escalation , no resolution 	

Email sent to vaibhav and dipesh to arrange the pickup 

9612291032 	

1832790 	

return item not picked up , 3rd level escalation , no resolution 	

Email sent to vaibhav and dipesh to arrange the pickup 

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. 	

Email sent to Aramex team. 

9623724129 	

1914869 	

JIRA rased and refund not processed , 3rd level escalation , no resolution 	

Refund processed. 

9621108472 	

1909358 	

refund not processed , 3rd level escalation , no resolution 	

Email sent to pukar and Abdul 

9617279387 	

1769094 	

missing item , 3rd level escalation , no resolution 	

Refund processed. 

9748655666 	

1898239 	

Refund rejected in hybries , 3rd level escalation , no resolution 	

Escalated the issue, customer wants the refund in cash. Working on it. 

9617414208 	

1896023 	

2 mattress returned , Refund not processed ,3rd level escalation , no resolution 	

Email sent to ABDUL and pukar to create the RMA and Process 

9612893856 	

1954794 	

Cust asking for POD as key missing 	

Customer received the Delivery in november and now asking for the missing key, nothing can be done. 

9784087205 	

1961322 	

refund rejected ,and the WW item already pullout from cx 	

Transaction rejected as its more than 6months, we have escalated the issue with the team, working on it. 

9624668079 	

1957729 	

missing item , 3rd level escalation , no resolution 	

Refund processed. 

9782918777 	

1719948 	

Refund not processed, order not delivered. Placed on May 16th 	

Email sent to jasim for manifest copy. 

9620862241 	

1967984 	

cx claiming that the assembly team took her vacuum charger 	

Checking with team. 

Thanks & Regards, 

From: Murtaza Kutiyanawala <[email-masked]> 
Sent: Tuesday, January 12, 2021 6:46 PM 
To: Radhika Jawle <[email-masked]> 
Cc: saurabh <[email-masked]>; Saurav Chakraborty <[email-masked]>; Niren Dsouza <[email-masked]> 
Subject: RE: Unresolved tickets on Freshdesk 

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

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

[ mailto:[email-masked] | [email-masked] ] 

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