Subject: Ticket Assigned - Conversation with shimaa
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Fri, 22 Jan 2021 19:57:38 +0000

Hi Mohd Salman,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with shimaa shimaa                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  shimaa Bot:  Hi Shimaa ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  Saudi Arabia Bot:  Please enter your order number to continue Customer:  6258295561 Bot:    Your order status is : Pending    If you have not received your order, Home Delivery takes  3 to 5 business days.   You can easily track your order from My Account > Order History.  Please note, during sale periods, your order may take longer to arrive.  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:  0536005793 Bot:  Please wait while we transfer you to an agent Agent:  Hi Shimaa, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding order update. Agent:  I'm not getting a response from you. Are we still connected? Customer:  Yes Customer:  My order status is being verifying the paymrnt Customer:  I ordered it 3 days ago Agent:  May I request you to please stay on hold while I retrieve the information. Agent:  We'd like to confirm you that order under the order id 6258295561 has not been placed successfully as the payment from bank used has been unsuccessful. Agent:  Please note that the transaction has not 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. 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 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 Shimaa ,what do you need help with? Customer:  Order Status Bot:  Please choose your location Customer:  Saudi Arabia Bot:  Please enter your order number to continue Customer:  0536005793 Bot:  Looks to be an invalid order No Bot:  Please enter your order number to continue Customer:  536005793 Bot:  Looks to be an invalid order No Bot:  Please enter your order number to continue Customer:  6264064 Bot:  Looks to be an invalid order No Bot:  Please enter your order number to continue Customer:  6264064944 Bot:   Your order status is : Processing    If you have not received your order, Home Delivery takes  3 to 5 business days.   You can easily track your order from My Account > Order History.  Please note, during sale periods, your order may take longer to arrive.  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 Shima,My name is Mohd, Thank you for contacting us. How may I help you? Customer:  My last order was processing 2 days ago and then its status became placed Customer:  Why Customer:  I ordered it 10 days ago Agent:  We sincerely apologize for the inconvenience caused to you. Customer:  And i paid it Customer:  So ? Agent:  Can you wait for a while so that i can check and assist you? Customer:  Ok Agent:  As we can see that your order is ready for collection on store Agent:  you can visit the store with your personal ID and Order ID Agent:  Are we still connected? Customer:  Yes Agent:  As we can see that your order is ready for collection on store Customer:  Why personal id Agent:  This is just for identifying the correct customer and to secure the orders from wrong collections Agent:  Is there any thing else i can assist you? Customer:  Ok Customer:  But r u sure that the order is ready now to be collected Agent:  As per the system we see that your order is ready for collection Agent:  Is there any thing else i can assist you? Customer:  I will go now Customer:  To get my order Agent:  Happy to assist you Customer:  Why the status in my application is not changed Agent:  Sorry it is technical problem Customer:  IMAGE Customer:  Ok Agent:  Happy to assist you 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 Shimaa ,what do you need help with? Customer:  How can I return my order? Bot:  Please choose your location Customer:  Saudi Arabia 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 Agent:  Hi Shima, Thank you for contacting us.My name is Shima, How may I help you? Agent:  Are we still  connected? Customer:  Yes Customer:  I made an order and i receive it from the shop Customer:  I want to return some items Agent:  Can you wait for a while so that i can check and assist you? Customer:  If i returned those items from app...does some one come to take them from my home? Agent:  Yes our courier partner will contact you to collect them Customer:  R u sure Agent:  The (Item ID + Name) in your order ID XXXXXXXXXXX went out of stock, so we've partially shipped your order and the invoice has been amended to AED XXX instead of AED XXX.   We apologize for the inconvenience caused and thank you for your patience. Agent:  Please ignore the last message Agent:  Could you please share your order number so that I can assist you further? Customer:  6264064944 Agent:  لحظات من فضلك  Agent:  Can you wait for a while so that i can check and assist you? Agent:  You can return online purchases through the below three channels:   ·You can contact our customer support team on 800-1111027 to book a return and to be notified of the refund amount based on our return policy. ·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 (Splash) store across the KSA. Agent:  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 (Splash) store in the KSA. Agent:  ·Hand over your return: An authorized staff member will take your package and hand you an acknowledgement 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. Agent:  Is there any thing else i can assist 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 Shimaa ,what do you need help with? Customer:  How can I return my order? Bot:  Please choose your location Customer:  Saudi Arabia 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            11:40 PM, 22nd Jan                   Mohd                   Hi Shima, Thank you for contacting us.My name is Shima, How may I help you?           11:42 PM, 22nd Jan                     shimaa                    I have a certain question           11:43 PM, 22nd Jan                     shimaa                    I want to return some items... i purchased them online           11:44 PM, 22nd Jan                     shimaa                    My order no is 6264064944           11:44 PM, 22nd Jan                     shimaa                    I received the order from the shop... not home delivery           11:45 PM, 22nd Jan                     shimaa                    If i returned these items from the application ..  does someone come to  my home and collect them           11:47 PM, 22nd Jan                     shimaa                    This is the wuestion           11:48 PM, 22nd Jan                     shimaa                    Question           11:49 PM, 22nd Jan                     shimaa                    R u there           11:49 PM, 22nd Jan                   Mohd                   Yes our courier partner will contact you to collect them           11:49 PM, 22nd Jan                   Mohd                   You can return online purchases through the below three channels:  ·You can contact our customer support team on 800-1111027 to book a return and to be notified of the refund amount based on our return policy. ·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 (Splash) store across the KSA. 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 (Splash) store in the KSA. ·Hand over your return: An authorized staff member will take your package and hand you an acknowledgement 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.           11:49 PM, 22nd Jan                     shimaa                    Please i know the policy.  Dont send it again           11:50 PM, 22nd Jan                     shimaa                    Ur freind sent it to me           11:50 PM, 22nd Jan                     shimaa                    Before           11:50 PM, 22nd Jan                     shimaa                    Have u got my question           11:50 PM, 22nd Jan                     shimaa                    My order was collected from the shop           11:51 PM, 22nd Jan                     shimaa                    If i returned it . Ur courier partner will come at my hkme to collect it           11:52 PM, 22nd Jan                     shimaa                    Ir i shojld go to the shop to return it           11:52 PM, 22nd Jan                   Mohd                   Sorry  first you will create a return request and we will send you a link on your registered email to fill up the address then our courier partner will contact you to collect them           11:52 PM, 22nd Jan                     shimaa                    Ok thnx           11:54 PM, 22nd Jan                   Mohd                   Is there any thing else i can assist you?           11:55 PM, 22nd Jan                   Mohd                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           11:57 PM, 22nd Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2010840