Subject: Ticket Assigned - Conversation with hanadi
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Tue, 12 Jan 2021 00:33:11 +0000

Hi Mohammad Humayun,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with hanadi hanadi                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  hanadi Bot:  Hi Hanadi ,what do you need help with? Customer:  Returns process 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:  0503131508 Bot:  Please wait while we transfer you to an agent Customer:  Please note that I ordered two items and  after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met...  Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Waiting for your reply. Thank you   Hanadi Agent:  Hi My Name is Osam. I will be happy to help you  Customer:  Hi Customer:  Please note that I ordered two items and  after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met...  Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Waiting for your reply. Thank you   Hanadi Agent:  May I request you to stay on-hold while checking you order details Customer:  Sure Agent:  We would like to inform you that your refund of AED 11.00+ AED 12.00 has been processed on 12/27/20, with transaction id (169999990059645553). Agent:  ​ Customer:  I didn’t receive any message Agent:  Please know that the refund needs 4-15 working days to be reflected in your account. ​ Customer:  Okay thank you 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 Hanadi ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  United Arab Emirates 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 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.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. 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:  Hi Please note that I ordered two items and after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met... Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Customer:  Please note that I canceled before one item and received the money directly after confirming the cancellation Customer:  Moreover I have another query.. Before few minutes I requested to refund an item bought before.. Then received the following message: (Return for Textured Low Top Sneakers with...   of order 9621496212 is confirmed. Our courier partner will get in touch with you & pick up your return in 7-10 days) Customer:  Is there any charges on refunds? Customer:  ??????? Customer:  I’m sorry I meant are there any charges on returns? Customer:  I requested to return the above item and have refund to my account Customer:  Typing issues... so sorry Customer:  /startOver Customer:  Hanadi Customer:  Hi Please note that I ordered two items and after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met... Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Please note that I canceled before one item and received the money directly after confirming the cancellation Customer:  Hi Please note that I ordered two items and after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met... Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Please note that I canceled before one item and received the money directly after confirming the cancellation Customer:  Hi Please note that I ordered two items and after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met... Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Please note that I canceled before one item and received the money directly after confirming the cancellation Customer:  ???????? Customer:  English Agent:  Hi Hanadi, Thank you for contacting us. My name is Mohammad. How may I help you? 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:  /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 Hanadi ,what do you need help with? Customer:  Returns process 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 wait while we transfer you to an agent Customer:  Ok Agent:  Hi Hanadi, Thank you for contacting us. My name is Mohammad. How may I help you? Customer:  Hi Please note that I ordered two items and after some time I canceled my order. Then received the following message:(Ankle Strap Stilettos with Met... Items from Order 9624844724 have been cancelled. Your refund will go to My Credit in My Account.) I’m kindly requesting to refund my money to my bank account as soon as possible not to my Credit in My Account. Please note that I cancelled before one item and received the money directly after confirming the cancellation Agent:  Could you please share your order number so that I can assist you further? Customer:  It’s mentioned in the above message Agent:  sure Agent:  please allow me to check that Customer:  Ok Agent:  Your both refunds will be credited in your account only. Agent:  It is also processed already Customer:  Which account Agent:  bank account Customer:  But nothing has been received Agent:  Please wait till then I give you information. Customer:  Moreover I have another query.. few minutes ago I requested to return  an item bought before.. Then received the following message: (Return for Textured Low Top Sneakers with... of order 9621496212 is confirmed. Our courier partner will get in touch with you & pick up your return in 7-10 days) Customer:  Are there any charges on returns? Agent:  Your refund for AED 11.00 and AED 12.00 has been processed on 27/12/20 with the transaction ID 169999990059645553. The amount will take 2-15 business days to be reflect back in your bank account. Agent:  No charges for returns. Customer:  Because I received the shoes at Mushrif mall Agent:  No charges for returns don't worry. Customer:  And return will be at my home Agent:  Yes Customer:  Ok thank you Agent:  Please update the full address also Agent:  so that courier can contact you easily. Customer:  Okay Customer:  Sure Agent:  welcome. Agent:  Is there anything else I can help ? Customer:  No thank you 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 Satisfied ] 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 Hanadi ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  United Arab Emirates 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 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.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. 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:  Ok Agent:  Hi My Name is Osam. I will be happy to help you  Customer:  Hi Customer:  Yesterday I asked for return an item and received the following message: Customer:  Return for Textured Low Top Sneakers with... of order 9621496212 is confirmed. Our courier partner will get in touch with you & pick up your return in 7-10 days) Customer:  And someone from your side came to my home and took the shoes Customer:  But he didn’t inform me when money is going to be refunded Customer:  To my account Agent:  May I request you to stay on-hold while checking you order details Customer:  This is the first issue Customer:  Please Agent:  ​We would like to inform you that your order number 9621496212 is in the way to our warehouse, once the item is received, it needs 2-3 business days for quality check. Agent:  Your refund will be processed and it needs 2-15 working days to to be received in your account. Customer:  The second issue is that I made another order under order number 9625047200 Customer:  SHOEMART  Duchini Lace-Up Derby Shoes  Color: Black  Size: 43 Customer:  But when I received it.. It wasn’t Duchini brand Customer:  It was Shoemart Customer:  I discussed the issue with the salesman Customer:  He requested  me to contact customer service Customer:  I’m really surprised.. how I chose a brand then received another one Agent:  Please accept our sincere apologies for the inconvenience caused to you Customer:  So how can you solve it Agent:  In the meantime, an exchange is not available at www.centrepointstores.com. You can return online purchases through the below three channels: Agent:  - You can let us know the name of the items and the order number, we will arrange for a return. Agent:  · You can also book the return online. You can log into your account and go to Order History. Click on  "Order number". From that page, you can see an option to return an item. Just click on the box and follow the instructions.  · You can now drop off your return to any (Centrepoint or Shoemart) store across the UAE.   Here’s what you need to do.   · Visit your nearest store: Wrap your returns in their original shipping packaging and bring it along with your invoice to any (Centrepoint or Shoemart) store in the UAE. Agent:  · Hand over your return: An authorized staff member will take your package and hand you an acknowledgment receipt. Please keep this safe.  · Receive your refund: After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund. It can also be refunded to your My Credit account for online purchases. If you’ve paid by card, you can receive a refund to your card.  Don't forget to check the returns policy first to see which products we don't take back. You have within 14 days to do a return and a refund. Agent:  Is there anything else I can help you with? Customer:  No thank you 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 Hanadi ,what do you need help with? Customer:  When will I get my refund? Bot:  Please choose your location Customer:  United Arab Emirates 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 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.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. 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            04:18 AM, 12th Jan                     hanadi                    Order 9627096032 has been cancelled. If you please I need to know when I can get my refund?           04:19 AM, 12th Jan                   Mohammad                   Hi Hanadi, Thank you for contacting us. My name is Mohammad. How may I help you?            04:21 AM, 12th Jan                     hanadi                    Order 9627096032 has been cancelled. If you please I need to know when I can get my refund?           04:21 AM, 12th Jan                   Mohammad                   We'd like to confirm you that order has not been placed successfully as the payment from your credit card used has been unsuccessful.  Please note that the transaction has only been authorized and not captured. An authorized transaction means that the transaction amount has been blocked by the card-issuing bank.  If a transaction is not captured, it will be reversed back to the card. You can also contact your bank to confirm the same information.           04:22 AM, 12th Jan                     hanadi                    Your Order 9627096032 has been cancelled. Your refund will be sent to your original payment method at the earliest.           04:22 AM, 12th Jan                     hanadi                    This is the message that I received before           04:23 AM, 12th Jan                   Mohammad                   Yes the payment was not captured by us.           04:23 AM, 12th Jan                   Mohammad                   If it is deducted please contact the bank           04:23 AM, 12th Jan                     hanadi                    19 AED already deducted from my ccount           04:23 AM, 12th Jan                   Mohammad                   If a transaction is not captured, it will be reversed back to the card. You can also contact your bank to confirm the same information.           04:23 AM, 12th Jan                   Mohammad                   It will be reverted back           04:24 AM, 12th Jan                   Mohammad                   please we request you to kindly contact the bank.           04:24 AM, 12th Jan                   Mohammad                   with reference to this transaction ID 169999990066965884           04:24 AM, 12th Jan                   Mohammad                   Is there anything else I can help ?           04:24 AM, 12th Jan                     hanadi                    Please double check because you are right. In the beginning I received that the payment wasn’t captured. But after second try l received another message from your side that order already placed           04:26 AM, 12th Jan                   Mohammad                   please let me check once again.           04:26 AM, 12th Jan                     hanadi                    Thank you, we’ll notify you when your order  9627096032 for Studded Sling Back Sandals wit...  is ready for collection from Shoexpress  Mushrif Mall Second Floor,25 Street Airport Raod Abudhab.           04:26 AM, 12th Jan                   Mohammad                   No it is cancelled.           04:27 AM, 12th Jan                   Mohammad                   If the amount is deducted we suggest you to kindly contact the bank as the amount got blocked by the card           04:27 AM, 12th Jan                     hanadi                    Yes I cancelled it. But didn’t receive any refund yet           04:27 AM, 12th Jan                   Mohammad                   due to unsuccessful           04:28 AM, 12th Jan                   Mohammad                   Please wait for some time you will receive the refund.           04:28 AM, 12th Jan                     hanadi                    Transaction of AED 19.00 debited from your a/c ******* at LANDMARK ONLINE LTD    Du bai           04:29 AM, 12th Jan                   Mohammad                   Is there anything else I can help ?           04:29 AM, 12th Jan                     hanadi                    No thank you           04:30 AM, 12th Jan                   Mohammad                   Please be assure it will be refunded back by the bank only.           04:30 AM, 12th Jan                     hanadi                    Ok thank you           04:30 AM, 12th Jan                   Mohammad                   welcome.           04:32 AM, 12th Jan                   Mohammad                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           04:32 AM, 12th Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1978946