Subject: Note Added - [#5361479] Feedback or suggestions
From: Max <[email-masked]>
To: [email-masked]
Date: Sun, 11 Dec 2022 14:51:58 +0000

Hi ,    mayur added a note and wants you to have a look.   Ticket URL:  https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5361479    Subject:  Feedback or suggestions   Requester: Smitha    Note Content:   <div dir="ltr">
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<div>Dear Team,</div>
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<div dir="ltr">Please see the below explanation from the store team.</div>
<div dir="ltr">Please inform the customer accordingly.</div>
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<div dir="ltr">Mayur</div>
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<div>From: Everton Clydenagthall &lt;[email-masked]&gt;<br>
<b>Sent:</b> Sunday, December 11, 2022 6:45 PM<br>
<b>To:</b> Mayur Hotwani<br>
<b>Cc:</b> Rahim Machiwala<br>
<b>Subject:</b> Re: [#5361479] - Feedback or suggestions
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<span style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0); background-color:rgb(255,255,255)">Dear Mayur,</span>
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As I have investigated the issue, The chief cashier &amp; supervisor was involved in this incident. The Incident was as follows..</div>
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One Lady Customer came and requested to avail staff discount and holding Family card ID(wife name mentioned in card &amp; no picture in card). Upon scanning the ID, it shows the name of the staff(Husband name-employee/landmark staff). (<span style="color:rgb(237,92,87)">s</span><span style="color:rgb(237,92,87)">urname
 of wife and husband is different</span>)but when the customer paying by card, she is paying with another card name, the cashier got confused as the name on the card was different as well.(Family card name/staff Name/credit card name=Not Matching).</div>
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Then the cashier asks for the employees' card if possible or she can pay by cash because as per our policy (<span style="color:rgb(237,92,87)">as mentioned below</span>) staff ID card name and payment credit card name should be same. The cashier then called
 the management to verify the same. The Supervisor asks the name of the employee and that's the time husband shows his staff ID card. The Supervisor explained the process to the customer as the customer insisting that in other concept there is no policy for
 staff discount.</div>
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As per the wife she will check the process in the office as she is not aware in the process that we are following. The Supervisor asks for an apology for taking time in billing payment and they accept the same on the same time after the transaction.</div>
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This was a matter of staff was just following the S.O.P &amp; trying the explain the customer regarding the same. However, i have advised both Supervisor &amp; Chief Cashier to be more careful &amp; handle the situation better where it should not be escalated to a complain. </div>
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S.O.P has clearly defined in the steps below.</div>
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<span style='font-family:"Century Gothic",sans-serif'>​Thanks &amp; Regards</span><br>
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<span style='font-family:"Century Gothic",sans-serif'>Everton</span>
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<font color="#000000" style="font-size:11pt"><b>From:</b> Mayur Hotwani &lt;[email-masked]&gt;<br>
<b>Sent:</b> Sunday, December 11, 2022 2:47 PM<br>
<b>To:</b> Everton Clydenagthall &lt;[email-masked]&gt;<br>
<b>Cc:</b> Rahim Machiwala &lt;[email-masked]&gt;<br>
<b>Subject:</b> Fwd: [#5361479] - Feedback or suggestions</font>
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<div>Hi Everton/Rahim,</div>
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<div dir="ltr">Can you check on this issue.</div>
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<div dir="ltr">Mayur</div>
<div>
<br>
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<div id="x_divRplyFwdMsg" dir="ltr"><font><b>From:</b> Max &lt;[email-masked]&gt;<br>
<b>Sent:</b> Tuesday, December 6, 2022 3:27 PM<br>
<b>To:</b> Mayur Hotwani<br>
<b>Cc:</b> Escalations Dxbteam<br>
<b>Subject:</b> Fwd: [#5361479] - Feedback or suggestions
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<div dir="ltr" style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Hi
  Team,</span>
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<strong>Kindly update </strong>
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<br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Store
 : max store at al ghurair mall </span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Customer
 Mobile : 506378031 </span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Name:
 Smitha</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Invoice
 :  10026064140003</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">As
 per the customer " I am a regular customer with max store at al ghurair mall and have been using my landmark family card to avail discount. Today 27 Nov 2022 , I did my regular shopping at max and presented my family card and my credit card for payment . The
 sales woman at the store told me that she need the staffs credit card ie my husbands credit card for payment as per the policy. All the stores insist that the card holder name and the credit card name should match ie if I use my family card I make the payment
 using the my card . While this staff insisted that she is following the policy and called for another staff Joan to cross check this detail . Joan was rude and was loud in repeating this policy creating a very embarrassing situation. Issue is 1: all store
 except max has a different policy for family card. I have purchased from Centrepoint , Homecenter and homebox in the last 2 days and I never faced this issue. 2. Max need to review the policy.. the whole purpose of issuing a family card is defeated when the
 expectation is that staff should be present to make the payment . Ie my husband should be present to make payment while I take discount using family card. 3. I or the / staff have not received any intimation of this change. It was really embarrassing to have
 the staff speak so loud about rh policy… One clarity I need to give here is that I purchased for my self and not for others and I very much understand that the discount is for Staff and family only. I expect a positive revert from the team in this regards
 . Kindly update me if there is a change in the policy. In fact all staff should be aware of this policy. This experience has really be first of its kind. Consider this as a complain. Regards Smitha"</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Please
 check and update us </span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="box-sizing:border-box; word-break:break-word; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">Regards,</span> </div>
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zai</div>
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<blockquote class="x_freshdesk_quote">On Fri, 2 Dec at 1:55 PM <span class="x_separator">
, Max &lt;[email-masked]&gt; wrote:
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<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Hi
  Team,</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Store
 : max store at al ghurair mall </span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Customer
 Mobile : 506378031 </span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Name:
 Smitha</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Invoice
 :  10026064140003</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">As
 per the customer " I am a regular customer with max store at al ghurair mall and have been using my landmark family card to avail discount. Today 27 Nov 2022 , I did my regular shopping at max and presented my family card and my credit card for payment . The
 sales woman at the store told me that she need the staffs credit card ie my husbands credit card for payment as per the policy. All the stores insist that the card holder name and the credit card name should match ie if I use my family card I make the payment
 using the my card . While this staff insisted that she is following the policy and called for another staff Joan to cross check this detail . Joan was rude and was loud in repeating this policy creating a very embarrassing situation. Issue is 1: all store
 except max has a different policy for family card. I have purchased from Centrepoint , Homecenter and homebox in the last 2 days and I never faced this issue. 2. Max need to review the policy.. the whole purpose of issuing a family card is defeated when the
 expectation is that staff should be present to make the payment . Ie my husband should be present to make payment while I take discount using family card. 3. I or the / staff have not received any intimation of this change. It was really embarrassing to have
 the staff speak so loud about rh policy… One clarity I need to give here is that I purchased for my self and not for others and I very much understand that the discount is for Staff and family only. I expect a positive revert from the team in this regards
 . Kindly update me if there is a change in the policy. In fact all staff should be aware of this policy. This experience has really be first of its kind. Consider this as a complain. Regards Smitha"</span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Please
 check and update us </span><br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<br style="box-sizing:border-box; color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial">
<span style="color:rgb(24,50,71); font-size:14px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">Regards,</span> </div>
<div dir="ltr">zai</div>
<div class="x_freshdesk_quote">
<blockquote class="x_freshdesk_quote">On Thu, 1 Dec at 11:28 AM <span class="x_separator">
, Max &lt;[email-masked]&gt; wrote:
<div style="font-size:14px">
<div dir="ltr">
<div>
<br>
</div>
</div>
<div>Hi  Team,<br>
<br>
Store : max store at al ghurair mall <br>
Customer Mobile : 506378031 <br>
Name: Smitha<br>
Invoice :  10026064140003<br>
As per the customer " I am a regular customer with max store at al ghurair mall and have been using my landmark family card to avail discount. Today 27 Nov 2022 , I did my regular shopping at max and presented my family card and my credit card for payment .
 The sales woman at the store told me that she need the staffs credit card ie my husbands credit card for payment as per the policy. All the stores insist that the card holder name and the credit card name should match ie if I use my family card I make the
 payment using the my card . While this staff insisted that she is following the policy and called for another staff Joan to cross check this detail . Joan was rude and was loud in repeating this policy creating a very embarrassing situation. Issue is 1: all
 store except max has a different policy for family card. I have purchased from Centrepoint , Homecenter and homebox in the last 2 days and I never faced this issue. 2. Max need to review the policy.. the whole purpose of issuing a family card is defeated when
 the expectation is that staff should be present to make the payment . Ie my husband should be present to make payment while I take discount using family card. 3. I or the / staff have not received any intimation of this change. It was really embarrassing to
 have the staff speak so loud about rh policy… One clarity I need to give here is that I purchased for my self and not for others and I very much understand that the discount is for Staff and family only. I expect a positive revert from the team in this regards
 . Kindly update me if there is a change in the policy. In fact all staff should be aware of this policy. This experience has really be first of its kind. Consider this as a complain. Regards Smitha"<br>
<br>
Please check and update us <br>
<br>
Regards,</div>
<div dir="ltr">Huma Sayed </div>
</div>
</span>
</blockquote>
</div>
</div>
</span>
</blockquote>
</div>
</div>
<br>

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Attachments :
1. <a href='https://helpae.maxfashion.com/helpdesk/attachments/2044006849263'>June 27_SLP_SOP_UAE Employee Discount V1.1 190218 FINAL1 (2).pdf</a>