Subject: Ticket Assigned - Conversation with ossama
From: Babyshop <[email-masked]>
To: [email-masked]
Date: Sun, 20 Dec 2020 05:01:25 +0000

Hi Yahya Ahmed Mohammed Ali Al- Dhurafi,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with ossama ossama                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  ossama Bot:  Hi Ossama ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:    Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please enter your email Customer:  [email-masked] Bot:  Please enter your number Customer:  00201009701109 Bot:  Please wait while we transfer you to an agent Agent:  Hi Ossama, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding refund queries. Customer:  Yes Agent:  Kindly share us with the order id in order to assist you better Customer:  I have a complaint on service Customer:  I have returned some items from my order and till now the refund has not been done Customer:  6243509550 Customer:  My order number is 6243509550 Agent:  May I request you to please stay on hold while I retrieve the information. Customer:  Yes sure Agent:  We would like to inform you that our team was trying to refund but somehow it was getting rejected by your bank. Agent:  Please note for your refund amount, we have escalated the issue to the relevant team and will get back to you as soon as possible. Customer:  Can you try now Customer:  I had a problem in my card but now it is fixed Customer:  If possible can you ask them to do the refund process now that will be highly appreciated Customer:  I can not wait another week again Agent:  We can understand your concern and we have now forwarded your case to refund you at the soonest. Customer:  Thanks Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Neither Satisfied or Dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Ossama ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Customer:  I am still waiting my refund Customer:  My order number is 6243509550 Agent:  Hi Ossama, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding refund queries. Agent:  As we can check, your case for refund had already been escalated . we request you to please allow us 1 - 2 business days to do the same. Customer:  As I told you I don’t want to wait again Customer:  There was a problem with my card that’s why I need your team to do the refund as soon as possible Agent:  Please be assured we have already forwarded the case for the refund to happen as soon as possible. We request you to please allows us 24 - 48 hours to do the same. Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Extremely dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Ossama ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Customer:  My order number is 6243509550 Customer:  I am still waiting the refund Agent:  Hi Ossama, Thank you for contacting us. My name is Mohammad. How may I help you? Customer:  Hi Mohammad Agent:  please let me check that Agent:  We apologies Customer:  I have a refund and it is more than 20 days now and I have not received my money back Agent:  as due to technical issue from bank Agent:  transaction is declined again and again Agent:  We can understand your frustration Agent:  but be assure we are on it Agent:  you refund will be processed soon Customer:  can you do it now Agent:  We are sorry as we are not authorised Agent:  Our team is on it Agent:  you refund will be processed soon Agent:  Hi, I'm not getting a response from you. Are we still connected? Customer:  Yes Agent:  you refund will be processed soon Customer:  Have your team processed the refund already? Agent:  We tried refund  many times but as i can check Agent:  due to technical issue transaction was declined Agent:  Be assure you will receive the refund soon Customer:  If you need my IBAN number I can provide Agent:  Yes please do provide me. Customer:  IMAGE Customer:  SA1880000319608010183891 Agent:  Thanks for the information Agent:  is there anything else I can help ? Customer:  How will you do the refund? Agent:  In your bank account only. Customer:  Today inchaallah? Agent:  We will do out best to asap Customer:  Thanks Mohammad Agent:  It was a pleasure to assist you. Thank you for shopping with us. Agent:   have a wonderful day. Bot:  Rate our Customer Service Agent Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Ossama ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Customer:  I am still waiting the refund to my account Agent:  Hi Ossama, Agent:  Thank you for contacting us. My name is Manish, How may I help you? Customer:  My order number is 6243509550 Customer:  I am explaining all these details for the last week Customer:  each time I am contacting your team Customer:  I am still waiting my refund Customer:  I have provided my IBAN to your team Agent:  thank you for sharing the details. Agent:  Please allow us few mins so that we can check the details for you Customer:  Yes, please Agent:  thank you for your patience. Agent:  please be informed that as we can check the refund against your return has been processed however the transaction seems declined from the bank end. Customer:  This was yesterday so I provided my IBAN account Customer:  I can not understand why it’s declined Customer:  I am really disappointed of this service Customer:  I will never deal with you again Agent:  We apologise for the inconvenience caused to you. Agent:  Please be assured as we are going to escalate this issue to our concerned team and will let you know the update on your registered email id. Customer:  The same excuses I get every day from your team Agent:  We can understand your frustration here. Customer:  This is unacceptable Agent:  Please let us know if you have any other query. Customer:  It has been more than 20 days Customer:  Yes let me know when this will be done Agent:  Kindly be rest assured we are going to check it with the concerned team and will let you know the update as soon as possible. Agent:  We will try our best to get the issue resolved at the earliest. Customer:  Thank Customer:  Thank you Agent:  It was a pleasure assisting you. Thank you for shopping with us and have a wonderful day. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Extremely dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Ossama ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Saudi Arabia Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD or cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.   Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by SADAD - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes            08:49 AM, 20th Dec                   Yahya                   Hi, Thank you for contacting us. How may I help you?           08:52 AM, 20th Dec                     ossama                    My order number is 6243509550           08:52 AM, 20th Dec                     ossama                    I am still waiting the refund for more than 25 days now           08:52 AM, 20th Dec                     ossama                    I have provided all these details every time I am contacting one of your team           08:53 AM, 20th Dec                     ossama                    I don’t know I will need to follow up with you to get this money refund           08:54 AM, 20th Dec                   Yahya                   We would like to inform you that the value of order number (6243509550) has been returned to the bank on the date12/3/20 6:58 PM AD, and it may take 4 to 15 working days for the amount to appear in your account according to your bank’s procedures. If the amount does not appear in your account within the specified time, please contact us again to have You are being served to the fullest.  Thanks for your cooperation and we appreciate your understanding with us.           08:54 AM, 20th Dec                   Yahya                   do you have any other query ???           08:55 AM, 20th Dec                     ossama                    Today is 20th and you are saying it was done on 3rd           08:56 AM, 20th Dec                     ossama                    I have not received the money yet           08:56 AM, 20th Dec                   Yahya                   kindly check your bank account  484783******0977  Type: Visa           08:59 AM, 20th Dec                   Yahya                   have a great day           09:01 AM, 20th Dec                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1895847