Subject: Ticket Assigned - Conversation with menna
From: Babyshop <[email-masked]>
To: [email-masked]
Date: Sun, 24 Jan 2021 15:09:06 +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 menna menna                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  menna Bot:  Hi Menna ,what do you need help with? Customer:  How can I return my order? Bot:  Please choose your location Customer:  United Arab Emirates Bot:    Want to return something?  You can do it in 3 easy ways.    1.You can request a return online. Go to order history in “My Account”.  2.You can return an item in one of our nearest store.   3.You can contact our customer support to place a return request.   For more details, go to Returns Process 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:  0505144874 Bot:  Please wait while we transfer you to an agent Agent:  Hi Menna, Thank you for contacting us.my name is Yahya, How may I help you? Customer:  IMAGE Customer:  I just received my order now with two items, one of them i received it damaged so i need to replace it with a new one, not to return and make a new order because i already bought it with an extra 20% discount as i exceeded 200 aed for my total order and if i make a new order i'll not take that discount, so please i need your support to replace it for me Customer:  IMAGE Agent:  Please accept our apologise for inconvenience caused. Agent:  Could you please share your order id so that I can assist you further. Customer:  Order #9630370684 Agent:  May I request you to please stay on-hold while I retrieve the information. Customer:  Ok sure Agent:  Please accept our apologise for inconvenience caused. Agent:  We would like to inform you that we will create a return request for the damage item to make the courier team to collect it from you Customer:  Ok and you will send a new one or what? Customer:  I don't want to make a new order as i mentioned above Agent:  they will contact you within 2-3 days Agent:  Are you still with us??? 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 Menna ,what do you need help with? Customer:  How can I return my order? Bot:  Please choose your location Customer:  United Arab Emirates Bot:   Want to return something?  You can do it in 3 easy ways.    1.You can request a return online. Go to order history in “My Account”.  2.You can return an item in one of our nearest store.   3.You can contact our customer support to place a return request.   For more details, go to Returns Process 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            06:55 PM, 24th Jan                   Yahya                   Hi , Thank you for contacting us.my name is Yahya, How may I help you?           06:58 PM, 24th Jan                     menna                    Hello, i was talking to you now regarding the damaged item i received and I didn't take a confirmation if i will receive a  new one other than the damaged one or not?           06:58 PM, 24th Jan                     menna                    You only made a return request for me           06:59 PM, 24th Jan                     menna                    And i won't make a new order because i will not take the extra discount again and i will pay for the delivery           06:59 PM, 24th Jan                   Yahya                   We would like to inform you that we already created a return request for the damage item and the courier team will contact you for collection           06:59 PM, 24th Jan                     menna                    Okk the courier will bring a new one or not           07:00 PM, 24th Jan                     menna                    Or i will only take a refund           07:00 PM, 24th Jan                     menna                    Thats my question           07:00 PM, 24th Jan                   Yahya                   We would like to inform you that the courier team will collect the damage item and the amount of the item will be return to your account           07:01 PM, 24th Jan                     menna                    I do not understand why you are sending automatic reply           07:02 PM, 24th Jan                     menna                    This is not the proper qay of handling a customer           07:02 PM, 24th Jan                     menna                    You can see my question first then reply           07:03 PM, 24th Jan                   Yahya                   Please accept our apologise for inconvenience caused.           07:03 PM, 24th Jan                     menna                    Courier will bring a new one or no ?           07:03 PM, 24th Jan                   Yahya                   we can understand that it not expecting to get the damage item but we are really sorry we will not be able to arrange a new delivery for the item the courier team will come for collecting the damage item           07:05 PM, 24th Jan                     menna                    So u can give me a voucher with the discounted value and delivery free           07:06 PM, 24th Jan                   Yahya                   please give me some time will escalate your concern to the relevant team and will get back to you on email           07:07 PM, 24th Jan                     menna                    Because iam going to order with its price without the additional 20% and iam going to pay delivery charges           07:07 PM, 24th Jan                     menna                    Because iam going to order with its price without the additional 20% and iam going to pay delivery charges           07:07 PM, 24th Jan                     menna                    Thank you           07:08 PM, 24th Jan                   Yahya                   we will do the needful           07:08 PM, 24th Jan                   Yahya                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           07:08 PM, 24th Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2016588