Subject: Re: Wrong information - Ticket id - 4120942
From: Ankur Kwatra <[email-masked]>
To: [email-masked]
Cc: [email-masked], Landmark Escalations <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>, Apoorv Joshi <[email-masked]>, Elharith Elsiddig <[email-masked]>
Date: Tue, 19 Apr 2022 07:30:15 -0700 (MST)

Dear Mohd Imran, 

Greetings for the day! 

Thankyou for bringing up the incidence wherein the shipping charges were wrongly conveyed to the customer. 

I had a discussion with the executive - 'Asma Salem' and she claims that the information that was updated on the website was passed on to the potential customer. 

Please find below the screenshots where the executive has checked the Shipping Charges - 

Please advise if the executive is checking the details from the correct source of information. 

Regards 
Ankur Kwatra 

From: Mohd Imran <[email-masked]> 
Sent: Tuesday, April 19, 2022 4:10 PM 
To: Apoorv Joshi <[email-masked]>; Elharith Elsiddig <[email-masked]> 
Cc: mustehsan.siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]> 
Subject: Wrong information - Ticket id - 4120942 

Hi [ mailto:[email-masked] |  @Apoorv Joshi ] [ mailto:[email-masked] |  @Elharith Elsiddig ] , 

We came across one case in random audits, wherein the agent gave wrong information regarding shipping charges for Centrepoint KSA. 

On the website, it’s clearly mentioned that shipping is free on or above SAR 100, However, the agent mentioned it is SAR 200. 

Can we quickly take this up with the agent and share the feedback, We should refer to the website in such case, before informing anything to customer. 

Fatal Error 

	

Email Details 	

Description 

Date of Monitoring 	

18-Apr-22 

Date of Email 	

06-Apr-22 

Executive Name 	

Asma Salem 

Ticket id 	

4120942 

Email Scenario 	

A customer asked about the authenticity of the item and shipping charges 

What Went Wrong 	

Wrong shipping charges shared 

What should be done 	

Agent should refer to website first, before giving such kind of information 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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