Subject: Ticket Assigned - need escalation
From: Max <[email-masked]>
To: [email-masked]
Date: Sat, 11 Dec 2021 18:23:24 +0000

Hi Mayar nasser mahmoud,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  need escalation yasmin salah                    Customer:  The item is still with me Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Yasmin Salah ,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            10:02 PM, 11th Dec                     yasmin salah                    Please check my complaint as i want u to cancel the return request online           10:02 PM, 11th Dec                     yasmin salah                    I want to return it directly to the store           10:03 PM, 11th Dec                     yasmin salah                    2105191535 this is my order no           10:03 PM, 11th Dec                     yasmin salah                    Can u kindly check the chat history so i dont have to repeat myself           10:03 PM, 11th Dec                   mayar                   Hi Yasmin  ,Good evening Thank you for contacting us. My name is Mayar ,i will be happy to help you.           10:04 PM, 11th Dec                   mayar                   Did you return any item from item you selected to return with the driver ?           10:06 PM, 11th Dec                     yasmin salah                    No           10:08 PM, 11th Dec                     yasmin salah                    Hi mayar           10:08 PM, 11th Dec                     yasmin salah                    The driver provided the wrong receipt so i tolf him that i will get to max and try to return the item to the store or through the app           10:08 PM, 11th Dec                     yasmin salah                    However i couldnt as the store cant find the item record as they advised me that the return request needs to be cancelled from your side first           10:09 PM, 11th Dec                     yasmin salah                    So please advise me how can i return one item to the store as i went already and they didnt help           10:09 PM, 11th Dec                     yasmin salah                    Can u please cancel it and send me any receipt or confirmation by email so i can give it to the store           10:10 PM, 11th Dec                   mayar                   We apologize we can not cancel the request at the moment from our end as the driver updated the status as collected, We will escalate this to the concerrend team and they will cancel the return request and you can return the items to any store           10:12 PM, 11th Dec                   mayar                   Is there anything else i can help you with ?           10:12 PM, 11th Dec                     yasmin salah                    The item is not collected           10:15 PM, 11th Dec                     yasmin salah                    How long will it take for your team to cancel the request           10:16 PM, 11th Dec                     yasmin salah                    As i want to make sure that we didnt exceed the return policy as it is an issue from your side           10:16 PM, 11th Dec                     yasmin salah                    I need a time frame please           10:16 PM, 11th Dec                     yasmin salah                    As also it is showing on my app . Return requested ..not showing as collected and i didnt receive any receipt           10:17 PM, 11th Dec                   mayar                   We’re on it - and we’ll do our best to sort this out quickly.           10:17 PM, 11th Dec                   mayar                   Our team will update you on your email [email-masked] within 24-48 hours           10:18 PM, 11th Dec                   mayar                   Is there anything else i can help you with ?           10:18 PM, 11th Dec                     yasmin salah                    No thanks a lot           10:22 PM, 11th Dec                   mayar                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           10:22 PM, 11th Dec                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/3587970