Subject: Ticket Assigned - Conversation with taha sohail
From: Babyshop <[email-masked]>
To: [email-masked]
Date: Sat, 26 Dec 2020 08:29:14 +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 taha sohail taha sohail                    Bot:  Hi again! Bot:  Please enter your name Customer:  taha sohail Bot:  Hi Taha Sohail ,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 Agent:  Hi Taha, Thank you for contacting us. How may I help you? Customer:  Order #6245975554 request for refund has been rejected by the bank Customer:  they messaged me yesterday Customer:  i provided all the details to the bank already Customer:  ? Agent:  May I request you to be on hold while I retrieve my information Customer:  ok waiting please Customer:  FILE Agent:  We have checked and we can see the issue was fixed by the relevant team Customer:  no it's not fixed Agent:  the refund has been processed from our end on 28 Nov 2020 Customer:  why you people are playing with me? Customer:  i paid you 172 SAR Agent:  Under the token request 169999990034945693 Customer:  no they are asking for UTI Number Customer:  provide me UTI number now so i can tell them Agent:  kindly check with your bank and if the amount not received please share us accredited bank statement from the date 28 of Nov so we further assist you and check. Customer:  i checked with the bank Customer:  wait i will share Customer:  IMAGE Customer:  they rejected my refund claim request for this transaction Customer:  they said provide the UTI number to track the issue Agent:  Please share us image of direct bank statement account from your bank not from your mobile so can raise the request to the relevant team Customer:  ok Customer:  2min Agent:  It was a pleasure to assist you. Thank you for shopping with us. Agent:   have a wonderful day. Customer:  why Customer:  wait Customer:  yesterday i provide the statement Agent:  ok we are waiting Agent:  And we will check after closing the chat your submitted bank statement Customer:  FILE Customer:  check the attached statement for 1month Agent:  Thank you for sharing the picture and we will update you as soon as possible Customer:  when it's already to late Customer:  Under the token request 169999990034945693 how much amount you people refund 172 SAR ? Agent:  We are sorry for the inconveniece caused and please be assured after closing this chat will forward you concern to concern party and we will update you as soon as possible. Customer:  Under the token request 169999990034945693 how much amount you people refund 172 SAR ? Agent:  It is SAR 172 Customer:  can't you people transfer it to my account directly ? Customer:  or receive cash from your branch ? Customer:  because it's really headache for me Agent:  As per our record it automatically transferred in the system Customer:  it's really very bad experience for me Customer:  when i shall contact you again for this ? Customer:  and what i will tell them? because i tired of explaining all the things again and again to you people Customer:  provide me some ticket/complaint number to follow up Agent:  We apologise and we will promise you we will check and contact you as soon as possible Agent:  Please allow us some time to work and get this issue fixed for you. We would really appreciate your patience and understanding here. Customer:  ok i will be waiting for your response Customer:  0580124008 Customer:  this is my contact number 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 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 Taha Sohail ,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 Agent:  Hi  Taha ,thank you for contacting us. I'm Shafeeque . Agent:  How may I help you? Customer:  follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:   we apologize for the inconvenience Agent:  I would like to inform you that a refund request of 172 SAR  was raised with the transaction ID 169999990034945693  against your order 6245975554 hence I would suggest you to please check and share with us your bank statement once, as at times the banks delay the process of refunds. Customer:  28-11-2020, i returned the item at the store and till now i haven't received the refund...the amount is SAR 172 Customer:  this information is useless for them Customer:  they said me to provide UTI number Customer:  i already shared bank statement twice with you people Customer:  FILE Customer:  take this for 3rd time Customer:  i want my money back... it is haram what you people are doing with me... Agent:  May I request you to be on hold while I retrieve those information for you Customer:  bank completely rejected the request for refund claim...they told get the UTI number from you people to get further details on this matter Agent:  Thank you for holding up Agent:  we are sorry for the inconvenience however the refund is initiated on 28/11/2020 and bank takes 4-15 business days to credit the amount in your card .kindly provide us the bank statment from 28/11/2020 to 15/12/2020 so that we raise the issue to the concern team Customer:  check the statement already send u above Customer:  FILE Customer:  IMAGE Customer:  this is was the claim request against your refund transaction which is rejected Customer:  all the information you are providing  the bank don't need...they need UTI number Customer:  check with your accounts department Agent:   we apologize for the inconvenience Agent:  We will raise this issue to the concern team to check once again and will get back to you your registered email ID Agent:  Is there anything else that i can assist you with ? Customer:  i need the solution now Customer:  don't disconnect with me Customer:  i need to finalize the issue Customer:  this is really too much Agent:  we are really however the issue will be raise and it will be refunded back bank did not credit in your account Customer:  how long will it take now? Customer:  21 days are gone like this Customer:  every 2-3 days i waste my time in chatting with you will and talking to the bank Customer:  whose mistake is this ? Customer:  i am badly suffering because of this issue from your side Agent:  we are really sorry it may take 4-15 business days our team will contact the as soon as possibe Customer:  please i request you to solve it Customer:  please Agent:  sure, Agent:  Is there anything else that i can assist you with ? 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 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 Taha Sohail ,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 Agent:  Hi Taha, Thank you for contacting us again. My name is Ishan. I can see that you have contacted us regarding refund queries. Customer:  follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  As we can check, your case for refund had already been escalated . we request you to please allow us some more time to do the same. Agent:  Once again please accept our sincere apologies for the delay in resolving your issue. Customer:  please make it fast Customer:  it's already too late Agent:  Please allow us some time to work and get this issue fixed for you. Customer:  ok 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 Taha Sohail ,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 Agent:  Hi taha, Thank you for contacting us. My name is Amir. I'm here to help you regarding Refund queries Customer:  follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  Thank you for your patience. Agent:  Your transaction ID is : 169999990034945693 Customer:  please stop making me fool Customer:  i don't this transaction number Customer:  my request is rejected by the bank against this transaction ID Customer:  the money is already credited in your account Agent:  This is all we have at time. how ever for investigating this further we request you to share your bank statement as pdf from 11/28/2020 till today Agent:  We are not getting a response from you. Are we still connected? Customer:  yes Customer:  how many time i share statement with you people ? Customer:  FILE Customer:  check this latest statement Agent:  Thank you for sharing the statement. Agent:  Our team is already working on your case, as this is a very rare incident. Customer:  now when you will transfer me the paymen? Customer:  i need it now Agent:  Please be assured as they will fix the issue as soon as possible. Customer:  no i need it now Customer:  can't wait more Customer:  let me talk to your supervisor Customer:  you people are playing with me from more then 20 days Customer:  every time the same reply Customer:  it's too much now Agent:  As per your request, I'm transferring your chat to our supervisor, please wait a moment. Agent:  Hi Taha, hope you are doing well. My Name is Apoorv, I am the floor support manager. Please allow me a moment to review your chat so I can assist you accordingly with the same. Customer:  yes please Customer:  how many times do i need to connect with you people for the refund ? and every time explaining all the issue to them and then same response from your support team Customer:  IMAGE Agent:  I would like to apologize to you for any inconvenience caused and I would like to assure you that this is definitely not the kind of experience that we want you to have when you are shopping with us. Agent:  I have checked your order and as I can see the amount has been successfully refunded from our end at this time. The Bank statement that you have shared with us which I appreciate you for doing, the same will be helpful in investigating this with the Finance team directly. Agent:  I do understand that you have waited for your refund in this case and I do feel bad when I am asking you to allow me more time to get the same resolved however, I would like to request you to please do understand that I am here to get this resolved asap and I would like to assure you that I would be doing the same for you. I would be needing some time to check with our Finance however, to get the same checked. May I request you to allow me additional 24-48 hours here so I can personally check with them. Customer:  the bank have rejected the claim against the transaction ID and they told me that the payment is already credited in your companies account and refund was initiated from your side...therefore the bank need UTI Number to investigate the issue if you have refunded the amount Agent:  I would be getting the details from our Finance team that you would be needing to investigate with your Bank directly. Customer:  yes please Agent:  It would be my pleasure. I will update you on the same on your email address: [email-masked] Customer:  within 48 hours as per the commitment made Agent:  That is correct. Customer:  ok thanks Agent:  You're most welcome. Agent:  Is there anything else I can assist you with today? Customer:  no Agent:  It was a pleasure to assist you. Thank you for shopping with us. Have a wonderful day and stay safe! 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 Taha Sohail ,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 Agent:  Hi Taha, Thank you for contacting us. How may I help you? Customer:  follow up for my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  Request token:169999990034945693 Customer:  i need to speak to Apoorv your supervisor...48 hours before he told me that my issue will be resolved within 48 hours but still no response from your team and i didn't received the reund Customer:  mr.yahya i don't this information kindly connect me with your supervisor Agent:  We would like to inform you that we will contact the concern team to do the needful as soon as possible Customer:  you don't know about my issue and i can't explain you people 100 times the same Agent:  please give me some time will escalate your concern to the relevant team and will get back to you on email Customer:  connect me to supervisor now Customer:  Mr. Apoorv guaranteed me that 48hours my issue will resolve and i will receive the refund Customer:  i need to speak to him Customer:  ??? Agent:  please give me some time will escalate your concern to the relevant team and they will get back to you on email Customer:  no Customer:  i need to talk to your supervisor now Customer:  you people are wasting my time Customer:  every time the same reply and no result and no one contact me Agent:  could you please provide us your bank statement Customer:  10 times i provided you people Customer:  wait will provide you 11th time as well Customer:  FILE Customer:  take this now i need you refund the payment now or else now will file an official complaint against landmark Customer:  this is too much Agent:  May I request you to please stay on-hold while I retrieve the information. Agent:  We would like to inform you that we will transfer the chat to our superviser Customer:  i have all the chat history as well with the agent names...will complaint against all of you Agent:  Hi, Thank you for contacting us. My name is Nikhil. Agent:  How may I help you with your refunds? Customer:  Mr. Apoorv guaranteed me that 48hours my issue will resolve and i will receive the refund Customer:  my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  May I request you to please stay on-hold while I retrieve the information. Customer:  ok but i need the refund now... no more delay is accepted Agent:  Thank you for being online. Agent:  We have already escalated the concern to the relevant team, but being the weekend we don't have the update yet. Rest assured, we will get back to you once we have the confirmation from the relevant team. Customer:  no sir Agent:  We would request you to please allow us 24-48 working hours and we will get back to you. Customer:  i need the refund now as per mr.aproov Customer:  after 48hours you are gave repeating the same statement Agent:  We understand your concern, but the concerned department is not working on Fridays & Saturdays. Customer:  from 23 days you people are repeating the same copy paste statement \ Customer:  today is sunday Customer:  i am waiting reply me now Customer:  or connect me with your finance department Agent:  My colleague has escalated your concern on Dec 18, which was a Friday. Customer:  i need your statement as well Agent:  Hence, we request you to please allow us 24-48 business hours. Customer:  before your colleague there were 5 more support agents who did the same from past 23 days Customer:  you need the names of agents ? Customer:  wait i have all the chat record\ Agent:  We understand that we also have the relevant information with us. As we informed you earlier, your concern was escalated on Friday, hence we are requesting you to wait. Customer:  amir, ishan, Algaili, Mohammad Customer:  this is not my problem...mistake from your end...your agent don't know that it's weekend time and the issue can't be resolved in this time period Agent:  As informed to you earlier, we have the details and as per the system, the refund has been processed. We have escalated the same to the relevant team for the confirmation and we will try to get the same at the earliest. Agent:  We will send a follow up for the same now. Customer:  the problem is this you people have nothing to do with my problem...just passing time, no solution Agent:  We have escalated the same and we also wish to resolve the issue at the earliest. Rest assured, the same has been escalated and we will get back to you soon. Customer:  look you can see my purchase record from the system, i am a very old customer of centerpoint but it's for the 1st time i suffering because of this issue Agent:  We understand and we appreciate your continued patronage, and rest assured we will resolve this soon. Customer:  now maximum 48 hours i'll wait after will this will make an official complaint against landmark company, will attcah all the chat histories and bank statements... Agent:  We thank you for your understanding and co-operation. Customer:  hope so you people understand it well Agent:  Is there anything else I can help you with? Customer:  no first solve this problem then will see Agent:  It was a pleasure to assist you. Thank you for shopping with us. Have a wonderful day and stay safe. 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 Taha Sohail ,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 Agent:  Hi Taha, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding refund queries. Agent:  we have checked with our finance team regarding the refund for the returned items and they have shared with us the following details with us, please simply share these details with your Bank directly and they will be able to assist you to retrieve your refund: Customer:  my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Customer:  the bank need UTI number Customer:  the one your finance team provided is RRN number Agent:  Refund Request Number(RRN): 32720056704, Auth Code: 8833. Customer:  bank don't recognize this number they said to get UTI number from you Agent:  We would like to inform you that we have forwarded your concern again to our concerned team. We would request you to please allow us some time to proceed with the same. Customer:  ok please 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 Taha Sohail ,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 Agent:  Hi Taha, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding refund queries. Customer:  my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  May I request you to please stay on hold while I retrieve the information. Customer:  IMAGE Customer:  i think the attach will help you people to investigate the mistake and i didn't received the refund till date Agent:  As we can check, your case for refund had already been escalated . we request you to please allow us some more time to do the same. Agent:  For your reference, your complaint number is . Agent:  1873361 Customer:  this 2 receipts your sales person gave me once i returned the item at your outlet Customer:  first he make credit card refund and then amount is refund to credit wallet Customer:  he made some mistake that's why i haven't received the refund till now Customer:  kindly forward this image to your finance department as well Customer:  he made operations credit card refund and then my credit refund...possibly this is major cause...please help me out in this issue Agent:  Please allow us some time to work and get this issue fixed for you. Customer:  ok but please forward this image to finance department as well Agent:  We would like to inform you that as we have received the information from our finance team. We would request you to please visit the bank and share them the below details. Agent:  Refund Request Number(RRN): 32720056704, Auth Code: 8833. Customer:  i visited the bank and tell them this RRN but they don't recognize this RRN...they need UTI number to investigate the issue Agent:  Your request for UTI was shard with our finance team directly when you contacted us via chat previously however, we have been informed that they have RRN which you can provide to your bank and they will be able to investigate the same. We will try to check again with our Finance team regarding the UTI number and will update you on your email address directly. Customer:  i am on call with my bank they don't recognize this RRN Customer:  i just make complaint with them and your finance team will receive an email by the bank to answer that why my refund request was rejected and to know the issue from you people Agent:  Ok, we will also get in touch with our finance team and will request them to check the UTI Number. Customer:  will wait for 3 days and then next step i will go to the nearest police station with my stamped bank statement and all the chat histories / emails / order screenshots...an will make complaint there as well...as now i don't have other solution left Agent:  Please be assured that we will do our best to resolve this case at the earliest as this is surely not the experience we want our customers to have when they shop with us. Agent:  Please allow us some more time to work and get this refund issue fixed for you. 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 Taha Sohail ,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 Agent:  Hi Taha, Agent:  Thank you for contacting us. My name is Manish, How may I help you? Customer:  my refund for Order #6245975554...my bank rejected the refund request. They said we didn't received any refund from the seller against the payment. Kindly provide me the UTI number so i can put a follow up with them,,,as they refused to assist me further in this matter without UTI number Agent:  thank you for sharing the order id and the issue. Agent:  Please allow us few mins so that we can check the details for you Customer:  ok Agent:  Thank you for your patience. Agent:  We are checking it with the concenred team Customer:  yes please Agent:  Thank you for your patience. Agent:  We have checked and it appears that the refund amount of SAR 172 has been successfully processed from our end on Nov 28, 2020 however, it appears that refund got declined at the payment vendor's end. We forwarded the same to the payment vendor for a manual refund instead and they have advised us that it will take 2 more weeks for them to manually refund this. Agent:  We sincerely apologize for this unexpected delay, as a token of apology for this unexpected delay we are offering you a voucher worth SAR 40 which you can use for future purchases. Agent:  The voucher will be shared to your email address within 24-72 hours: [email-masked] Customer:  2 more weeks ? Customer:  are you kidding with me ? Customer:  plz i need it urgently as it's already too much dealy Customer:  delay Agent:  Rest assured we are trying our best to make sure this refund gets processed within the promised 2 weeks time frame as this is pending at the end of payment vendor which is the Bank. Agent:  We are unable to amend the investigation time frame of the Bank as that is the time frame they have advised us to manually transfer as per their policy. Customer:  ok thanks 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? - 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 Taha Sohail ,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 Agent:  Hi, Thank you for contacting us. How may I help you? Agent:  Hi, I'm not getting a response from you. Are we still connected? Agent:  As we have not received a response, this chat will be closed automatically. Please feel free to get in touch with us in case of any unanswered query. 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 Taha Sohail ,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            12:26 PM, 26th Dec                   Yahya                   Hi, Thank you for contacting us. How may I help you?           12:26 PM, 26th Dec                   Yahya                   Are you still with us???           12:28 PM, 26th Dec                   Yahya                   As we have not received a response, this chat will be closed automatically. Please feel free to get in touch with us in case of any unanswered query.           12:29 PM, 26th Dec                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1919858