Subject: RE: Retrieval Invoice Issue
From: Murtaza Kutiyanawala <[email-masked]>
To: Homebox Sharjahma <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Anslem Misquitta <[email-masked]>, Nada Hattar <[email-masked]>, Taima Zeid <[email-masked]>, Syed Ataullah <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Rajnish Kumar <[email-masked]>, Ali Mohamed <[email-masked]>, crys_hb <[email-masked]>, Ahmed Zoher <[email-masked]>
Date: Mon, 12 Sep 2022 09:13:55 +0000

Hi Store team,

There seems to a learning for the below incidents, we will take it up with the Inhouse / Crystel / LSM team.

Also, for the Invoice below one Invoice there was an email sent from CC team to the Store for retrieving the Invoice and then calling the cx which was on the 14th Aug but we did not get any response.

29001005742920210410 - In house - Sabry (Email sent to the store team, attached for your reference)
29001004959820200902 - In house - Ahmed Faraz
29001607049520201127 - Crystal team - Raneen Baabaad
29001605188720210530 - Inhouse - Ali Sultan

Effective Immediate  - @HomeBox Customercare UAE<mailto:[email-masked]> - whenever we are raising a RDO for pullout CN / refund for invoices which are more than 6 months we will raise an SR and then we will send an email to the store team with the invoice and SR details so that even the store team is looped in.

@Anslem Misquitta<mailto:[email-masked]> - Lets set up a call with LSM and Crystel today to discussed with immediate effect. (They will raise a RDO and then they will raise a new CRM tin CCC managers bucket only for raising a SR to IT )

@Nada Hattar<mailto:[email-masked]> / @Taima Zeid<mailto:[email-masked]> / @Syed Ataullah<mailto:[email-masked]> / @[email-masked]<mailto:[email-masked]> - lets discussed this on a call today.

Murtaza Kutiyanawala
Team Lead - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 2414
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C451b5b1b38d0415a044608d96ac43dbf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637658213337732239%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cdij8dK2Vfav4R8QlQkxzKCysFQU3v13MudEsv%2BNmCE%3D&reserved=0>

From: Homebox Sharjahma <[email-masked]>
Sent: Monday, September 12, 2022 11:59 AM
To: Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]>
Cc: Rajnish Kumar <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Ali Mohamed <[email-masked]>; crys_hb <[email-masked]>
Subject: Retrieval Invoice Issue

Dear Murtaza/Ahmed,

Kindly look this issue regarding for the retrieval invoice all below customer visited to our store this week and asking for the credit note and all invoice is not yet retrieved in the POSS we cannot be able to issue credit note to the customer on the same day and its hardly to explained to the customer
that we cannot able to process the credit note. because wrong information giving by the customer service as per all the customer the
CC Team informed them once item pull out they can visit the store anytime with out checking the invoice if its retrieve or no.

Kindly inform to your team before sending customer in the store please make it sure that invoice is retrieve in the POSS.

29001005742920210410
29001004959820200902
29001607049520201127
29001605188720210530

Thanks
Jacque

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Subject: RE: 29001005742920210410 - CN issue
From: Sabry Yousef <[email-masked]>
To: Homebox Sharjahsm <[email-masked]>, Homebox Sharjahma <[email-masked]>
Cc: Rajnish Kumar <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Maryam Yahya <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Nada Hattar <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, crys_hb <[email-masked]>, Rajnish Kumar <[email-masked]>
Date: Sun, 14 Aug 2022 10:55:19 +0000

Hi @Homebox Sharjahma<mailto:[email-masked]> / @Homebox Sharjahsm<mailto:[email-masked]>

Kindly do the needful for the below and confirm the customer to come and claim the credit note voucher.

Comp. no

Call Date

Invoice No

Customer Name

Customer Mobile

Reason

Call Details

Call Status

Agent

Select

MoreInfo

4087919

8/13/2022 9:06:22 PM

29001005742920210410

BENNY MATHEW

0503837685

Refund

in ref to #4056944, cx visited the store for the CN, but they informed him that they don't have any details because the order is from 6 months

OPN

5001084

More<javascript:openpopup('4087919','AE')>

4085429

8/13/2022 11:15:48 AM

29001005742920210410

BENNY MATHEW

0503837685

Enquiry

in ref to #4056944, cx visited the store for the CN, but they informed him that they don't have any details because the order is from 6 months. email sent. -Ayat

CLS

500198

More<javascript:openpopup('4085429','AE')>

4067487

8/5/2022 7:25:54 PM

29001005742920210410

BENNY MATHEW

0503837685

Enquiry

cx called to follow up the pullout - hadeel

CLS

500196

More<javascript:openpopup('4067487','AE')>

4056944

8/1/2022 4:53:34 PM

29001005742920210410

BENNY MATHEW

0503837685

Complaints

REF 4008772 - Arrange the pullout for the CN after 15% usage deduction

CLS

215414

More<javascript:openpopup('4056944','AE')>

Work Order Number

Delivery Date

Delivery Type

Delivery Source

Truck ID

Driver

Driver Name

Driver Mobile No

Invoice No

CRM ID

Work Order Details

Invoice Work Order Status Description

Remarks

292524

08-Aug-2022

PENDING

LHBW

035_DXB47260

225407

Tabish Nawaz

0508623731

29001005742920210410

4056944

Arrange for pull out and issue CRF

Close

Pullout Done & Item Received by Sarbutheen (Item Qty:1)-08.08.22-Ref RDO:1923776

Best Regards,

-----Original Message-----
From: crys_hb <[email-masked]>
Sent: Saturday, August 13, 2022 11:26 AM
To: Homebox Sharjahsm <[email-masked]>
Cc: Rajnish Kumar <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Maryam Yahya <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; [email-masked]; Nada Hattar <[email-masked]>; HomeBox Customercare UAE <[email-masked]>
Subject: 29001005742920210410 - CN issue
Importance: High

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Dear Team,

in ref to #4056944, Customer returned the (F-Concord 1 6 Seater Dining Set - Oak) on 8th of August, and he visited the store for the CN, but they informed him that they don't have any details because the order is from 6 months.

Kindly check and do the needful, and call customer back as per customer request.

Order NO. 29001005742920210410

Best Regards,

Ayat Alkhaldi