Subject: Ticket Assigned - Conversation with natalie stewart
From: Splash <[email-masked]>
To: [email-masked]
Date: Mon, 26 Jul 2021 10:56:40 +0000

Hi Mayar nasser mahmoud,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with natalie stewart natalie stewart                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  natalie stewart Bot:  Hi Natalie Stewart ,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 2 easy ways.   1. Request a return online from your account. 2. Email customer care for a pick-up at [email-masked]   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:  0551110217            02:24 PM, 26th Jul                   mayar                   Hi Natalie Stewart  ,Good evening Thank you for contacting us. My name is Mayar ,i will be happy to help you.           02:25 PM, 26th Jul                   mayar                   In the meantime, an exchange is not available at https://www.splashfashions.com/ae/en/. You can return online purchases through the below three channels:  - You can let us know the name of the items and the order number, we will arrange for a return.  · 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 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 Splash store in the UAE.  · 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.           02:26 PM, 26th Jul                   mayar                   Is there anything else i can help you with?&nbsp;           02:26 PM, 26th Jul                     natalie stewart                    I organised a return online but they didn’t come           02:30 PM, 26th Jul                     natalie stewart                    Nobody came yet to collect the return           02:30 PM, 26th Jul                     natalie stewart                    It’s nearly a week since I requested the collection           02:31 PM, 26th Jul                   mayar                   Could you please share your order number so that I can assist you further?           02:33 PM, 26th Jul                     natalie stewart                    Sure           02:33 PM, 26th Jul                     natalie stewart                    It’s 9679047620           02:35 PM, 26th Jul                   mayar                   Thank you for providing us with this details&nbsp;           02:35 PM, 26th Jul                   mayar                   Could you please allow me 2 minutes to check your order details?           02:35 PM, 26th Jul                     natalie stewart                    Yes sure           02:36 PM, 26th Jul                   mayar                    We are truly sorry to hear that a collection attempt was made at your address by the courier without informing you. Our delivery team always contacts the customer before attempting any collection. However, you were not informed prior to the collection of your items. Please consider this a rare exception.   Please be assured to received a call from our  agent as we have now informed our courier team to contact you prior to the  collection of your items. The mobile number you provided is (+971551110217)   We would like to inform that our courier team always ensures that 3 collection attempts are made for an order on 3 different days.              02:36 PM, 26th Jul                   mayar                   Hi, I'm not getting a response from you. Are we still connected?           02:38 PM, 26th Jul                     natalie stewart                    Hello           02:39 PM, 26th Jul                     natalie stewart                    So sorry           02:39 PM, 26th Jul                     natalie stewart                    So the courier will come to collect the returns??           02:40 PM, 26th Jul                   mayar                   We would like to inform that our courier team always ensures that 3 collection attempts are made for an order on 3 different days.           02:43 PM, 26th Jul                   mayar                   Is there anything else i can help you with?&nbsp;           02:43 PM, 26th Jul                     natalie stewart                    Ok great thank you           02:46 PM, 26th Jul                     natalie stewart                    So I should expect a call from the courier, correct?           02:47 PM, 26th Jul                     natalie stewart                    I think perhaps there was a misunderstanding on my behalf as the courier came to collect the max order           02:48 PM, 26th Jul                     natalie stewart                    I was supposed to give also the return items for splash also to the same courier?           02:49 PM, 26th Jul                   mayar                   Kindly wait a call from our delivery agent to collect the item           02:54 PM, 26th Jul                   mayar                   Is there anything else i can help you with?           02:54 PM, 26th Jul                     natalie stewart                    Ok thank you           02:55 PM, 26th Jul                     natalie stewart                    That’s all           02:55 PM, 26th Jul                   mayar                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           02:56 PM, 26th Jul                     natalie stewart                    Thanks again for your help           02:56 PM, 26th Jul                     natalie stewart                    You too have a great day           02:56 PM, 26th Jul                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2905183