Subject: RE: Follow Escalation Matrix For Late Collection/Late Delivery/POD
From: Anslem Misquitta <[email-masked]>
To: Nada Hattar <[email-masked]>, Sanaa.Hammad <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>
Cc: Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Sabry Yousef <[email-masked]>, Deeksha <[email-masked]>, amir.aziz <[email-masked]>
Date: Sat, 29 Oct 2022 08:30:30 +0000

Hi All,

Please work on these ticket ASAP and follow the escalation matrix whenever required.

Ticket ID
Agent
Ageing
Order ID
Complaints
5016423
Sanaa Hammad
11-15 days
9588964831
Order Not Shipped/Tracking Not generated
5021065
Sanaa Hammad
7-10 days
9589683960
Late Collection (Returns)
5032719
Sanaa Hammad
7-10 days
9590651620
Late Delivery
5036816
Sanaa Hammad
7-10 days
9590670047
Order Not Shipped/Tracking Not generated
5037797
Syed Ataullah
7-10 days
9589683957
Late Collection (Returns)
5042062
Aws Adra
5-6 Days
9591637692
Late Delivery
5043525
Jok Kuol
5-6 Days
9591619586
Late Delivery
5043773
Sanaa Hammad
5-6 Days
9591632610
Late Delivery
5044604
Jok Kuol
5-6 Days
9590666349
Late Collection (Returns)
5044621
Farha Sultana
5-6 Days
9591002008
Late Delivery
5044925
Farha Sultana
5-6 Days
9591894856
Late Delivery
5048230
Mohiuddin Lsm
3-4 Days
9591404019
Undelivered Order/POD Request
5048978
Sanaa Hammad
3-4 Days
9582274608
Late Collection (Returns)
5050457
Mohiuddin Lsm
3-4 Days
9590412381
Late Collection (Returns)
5051460
Jok Kuol
3-4 Days
9590813654
Late Collection (Returns)
5052256
Aws Adra
3-4 Days
9591507014
Late Delivery
5054448
Mohiuddin Lsm
3-4 Days
9590110002
Late Collection (Returns)
5054711
Aws Adra
3-4 Days
9591615254
Undelivered Order/POD Request
5055337
Sanaa Hammad
3-4 Days
9591728545
Late Delivery
5055419
Jok Kuol
3-4 Days
9591895911
Late Delivery
5055603
Jok Kuol
3-4 Days
9591947588
Order Not Shipped/Tracking Not generated
5056527
Sanaa Hammad
3-4 Days
9591930142
Late Delivery
5057923
Sanaa Hammad
0-2 Day
9592168097
Order Not Shipped/Tracking Not generated
5058365
Sanaa Hammad
0-2 Day
9587640252
Late Collection (Returns)
5059156
Mohiuddin Lsm
0-2 Day
9591881314
Late Delivery
5060229
Sanaa Hammad
0-2 Day
9591927178
Late Delivery
5060524
Sanaa Hammad
0-2 Day
9591895911
Late Delivery
5060717
Alhamzi Mohammed
0-2 Day
9590392652
Late Collection (Returns)
5061761
Aws Adra
0-2 Day
9590374339
Late Collection (Returns)
5062800
Jok Kuol
0-2 Day
9590993110
Late Collection (Returns)
5064121
Mohiuddin Lsm
0-2 Day
9590107852
Late Delivery
5064737
Mohiuddin Lsm
0-2 Day
9592216605
Late Delivery
5064924
Sanaa Hammad
0-2 Day
9590903233
Late Collection (Returns)

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
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%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Anslem Misquitta
Sent: Thursday, October 27, 2022 6:10 PM
To: Nada Hattar <[email-masked]>; Sanaa Hammad <[email-masked]>; [email-masked]; Malek <[email-masked]>
Cc: Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Sabry Yousef <[email-masked]>
Subject: Follow Escalation Matrix For Late Collection/Late Delivery/POD

Hi All,

We see a lot of FD ticket pending for Late Collection/Late Delivery/POD.

For dispute of non-delivery of invoice - Please use FAREYE to check for POD yourself and share it with customer, only if POD not available/not valid then escalate to LMG, after sending the POD if customer disputes, then start the escalation process.

Please start using the escalation matrix for courier partners for the below FD tickets beyond 24 hrs with no solution/response and accordingly close these tickets.
Ticket ID
Agent
Created
Days
Ageing
Order ID
Complaints
5021065
Sanaa Hammad
10/19/2022
8
7-10 days
9589683960
Late Collection (Returns)
5023077
Aws Adra
10/19/2022
8
7-10 days
9590088614
Late Collection (Returns)
5025326
Sanaa Hammad
10/20/2022
7
7-10 days
9590349458
Order Not Shipped/Tracking Not generated
5032719
Sanaa Hammad
10/21/2022
6
5-6 Days
9590651620
Late Delivery
5032935
Farha Sultana
10/21/2022
6
5-6 Days
9589772139
Late Collection (Returns)
5036816
Sanaa Hammad
10/22/2022
5
5-6 Days
9590670047
Order Not Shipped/Tracking Not generated
5037797
Syed Ataullah
10/22/2022
5
5-6 Days
9589683957
Late Collection (Returns)
5038247
Aws Adra
10/22/2022
5
5-6 Days
9586353277
Late Collection (Returns)
5042062
Alhamzi Mohammed
10/23/2022
4
3-4 Days
9591637692
Late Delivery
5043525
Jok Kuol
10/24/2022
3
3-4 Days
9591619586
Late Delivery
5043773
Sanaa Hammad
10/24/2022
3
3-4 Days
9591632610
Late Delivery
5044113
Farha Sultana
10/24/2022
3
3-4 Days
9591542496
Late Delivery
5044604
Jok Kuol
10/24/2022
3
3-4 Days
9590666349
Late Collection (Returns)
5044621
Farha Sultana
10/24/2022
3
3-4 Days
9591002008
Late Delivery
5044925
Farha Sultana
10/24/2022
3
3-4 Days
9591894856
Late Delivery
5045099
Jok Kuol
10/24/2022
3
3-4 Days
9591668250
Late Delivery
5045125
Sanaa Hammad
10/24/2022
3
3-4 Days
9587776754
Undelivered Order/POD Request
5048230
Waseem Ahemad . Khan
10/25/2022
2
0-2 Day
9591404019
Undelivered Order/POD Request
5048417
Jok Kuol
10/25/2022
2
0-2 Day
9591575667
Late Delivery
5048684
Jok Kuol
10/25/2022
2
0-2 Day
9590790704
Undelivered Order/POD Request
5048978
Sanaa Hammad
10/25/2022
2
0-2 Day
9582274608
Late Collection (Returns)
5050457
Mohiuddin Lsm
10/25/2022
2
0-2 Day
9590412381
Late Collection (Returns)
5051460
Mohiuddin Lsm
10/25/2022
2
0-2 Day
9590813654
Late Collection (Returns)
5052256
Aws Adra
10/25/2022
2
0-2 Day
9591507014
Late Delivery
5052268
Aws Adra
10/25/2022
2
0-2 Day
9589428728
Late Collection (Returns)
5053125
Jok Kuol
10/26/2022
1
0-2 Day
9591587790
Late Delivery
5054016
Jok Kuol
10/26/2022
1
0-2 Day
9590682044
Late Collection (Returns)
5054448
Farha Sultana
10/26/2022
1
0-2 Day
9590110002
Late Collection (Returns)
5054711
Aws Adra
10/26/2022
1
0-2 Day
9591615254
Undelivered Order/POD Request
5054756
Malek Hosan
10/26/2022
1
0-2 Day
9590578550
Late Delivery
5054829
Jok Kuol
10/26/2022
1
0-2 Day
9591769687
Late Delivery
5055337
Sanaa Hammad
10/26/2022
1
0-2 Day
9591728545
Late Delivery
5055419
Jok Kuol
10/26/2022
1
0-2 Day
9591895911
Late Delivery
5055603
Jok Kuol
10/26/2022
1
0-2 Day
9591947588
Order Not Shipped/Tracking Not generated
5055939
Jok Kuol
10/26/2022
1
0-2 Day
9591945111
Late Delivery
5056087
Sanaa Hammad
10/26/2022
1
0-2 Day
9591833002
Late Delivery
5056527
Sanaa Hammad
10/26/2022
1
0-2 Day
9591930142
Late Delivery
5057923
Sanaa Hammad
10/27/2022
0
0-2 Day
9592168097
Order Not Shipped/Tracking Not generated
5058365
Sanaa Hammad
10/27/2022
0
0-2 Day
9587640252
Late Collection (Returns)
5059156
Jok Kuol
10/27/2022
0
0-2 Day
9591881314
Late Delivery

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
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%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com