Subject: Re: KSA Cancellation - Urgent
From: Mary Anne Agapito <[email-masked]>
To: Hussain Firoz Miyagamwala <[email-masked]>
Cc: Eugene Mugisa <[email-masked]>, Zubair Wahid <[email-masked]>, Ahmed Irfan <[email-masked]>, "Asad ." <[email-masked]>, Sagar Khawani <[email-masked]>, Ekta Jesswani <[email-masked]>, customer care <[email-masked]>, Radwa Ali <[email-masked]>
Date: Sun, 28 Jun 2020 12:50:31 +0400
List-Id: <ccteam.mumzworld.com>

Hi Hussain,

This to follow up the case below:

Order: 200244031
Order date: March  2
AWB: 6527210686
Courier: DHL

* 857216   200244031   No CRA still   DHL6527210686   Delivered - Signed
for by: HASAN MW    *

Please create the CRA urgently to process the refund. This is long overdue,
this is the 4th month since the time this has been returned and escalated
but up until now, there is no CRA yet.

The customer is extremely furious that for the small amount she still can't
have her money back.

@Asad <[email-masked]>  - please help us resolve the issue once and for
all.

Thank you
Warm Regards,

*Mary Anne Agapito*
Customer Care Representative
p:  +971 (0)4 4339455  │ e: [email-masked] <[email-masked]> │ w:
 www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO
Box 500245, Dubai, UAE

On Fri, Jun 19, 2020 at 9:54 AM Radwa Ali <[email-masked]> wrote:

> Hi @Eugene Mugisa <[email-masked]>,
>
> Please  advise the status of the below returned shipments ?
>
> INC#
>
> Order ID
>
> Issue
>
> Courier
>
> AWB#
>
> status
>
> 851603
>
> 100120413
>
> No CRA still
>
> Naqel
>
> 70752918
>
> RETURN TO SENDER
>
> 898890
>
> 200259895
>
> No CRA still
>
> Esnad
>
> 1013000036087
>
> Undelivery - Hold At Deliver Center
>
>
>
> @Zubair Wahid <[email-masked]> and @[email-masked]
> <[email-masked]> Please check this  as we need to create a CRA and
> close the case.
>
>
>
> 857216   200244031   No CRA still   DHL6527210686   Delivered - Signed for
> by: HASAN MW
>
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> On Mon, Jun 8, 2020 at 11:34 AM Asad . <[email-masked]> wrote:
>
> Are these cancellations and refund issues or customers still want
> delivery?
>
>
>
> As a rule, if the LM partners are not returning shipment fast enough then
> we can easily mark the shipment as lost and charge the losses to them.
> Sagar will support, we just need to make a decision and solve customers
> problem. Don’t ever make customers wait for months.
>
>
>
> Eugene, Please send out official communication to all partners who have
> pending returns saying you have not returned the shipments to us with in 10
> days hence we have no choice but to charge you and declare the shipment as
> lost.
>
>
>
> Kind Regards,
>
> *Asad Pirzada*
> Chief Operations Officer
>
> *M * +971 504 09 5386
> *E* [email-masked]
>
>
> *A* B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
>
>  <https://www.instagram.com/mumzworldcom/> [image:
> facebook] <https://www.facebook.com/mumzworld> 
> <https://www.youtube.com/user/MumZworld> 
> <https://www.snapchat.com/add/mumzworld.com> 
> <https://twitter.com/mumzworld>
>
>  <https://www.mumzworld.com/en/>
>
>  <https://www.mumzworld.com/en/media-and-press>
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
> and privileged information. Any unauthorized review, use, disclosure or
> distribution of this information is prohibited, and may be punishable by
> law. If this was sent to you in error, please notify the sender by reply
> e-mail and destroy all copies of the original message. Please consider the
> environment before printing this e-mail.
>
>
>
>
>
>
>
> *From: *Hussain Firoz Miyagamwala <[email-masked]>
> *Date: *Monday, 8 June 2020 at 10:18 AM
> *To: *Radwa Ali <[email-masked]>, Zubair Wahid <[email-masked]>
> *Cc: *Ekta Jesswani <[email-masked]>, customer care <
> [email-masked]>, Asad <[email-masked]>, Eugene Mugisa <
> [email-masked]>
> *Subject: *Re: KSA Cancellation - Urgent
>
>
>
> Dear Radwa,
>
>
>
> The below are not returned, Please check with Eugene.
>
>
>
>
>
> INC#
>
> Order ID
>
> Issue
>
> Courier
>
> AWB#
>
> status
>
> 851603
>
> 100120413
>
> No CRA still
>
> Naqel
>
> 70752918
>
> RETURN TO SENDER
>
> 898890
>
> 200259895
>
> No CRA still
>
> Esnad
>
> 1013000036087
>
> Undelivery - Hold At Deliver Center
>
>
>
> @Zubair Wahid <[email-masked]> Can you prioritize receiving below
>
>
>
>   857216   200244031   No CRA still   DHL6527210686   Delivered - Signed
> for by: HASAN MW
>
>
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Mon, Jun 8, 2020 at 10:00 AM Radwa Ali <[email-masked]> wrote:
>
> Hi Hussain,
>
> Please find the below tickets, Remaining are closed and solved.
>
> These ones are still pending with no CRAs.
>
>
>
> INC#
>
> Order ID
>
> Issue
>
> Courier
>
> AWB#
>
> status
>
> 851603
>
> 100120413
>
> No CRA still
>
> Naqel
>
> 70752918
>
> RETURN TO SENDER
>
> 857216
>
> 200244031
>
> No CRA still
>
> DHL
>
> 6527210686
>
> Delivered - Signed for by: HASAN MW
>
> 898890
>
> 200259895
>
> No CRA still
>
> Esnad
>
> 1013000036087
>
> Undelivery - Hold At Deliver Center
>
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Fri, Jun 5, 2020 at 5:27 PM Hussain Firoz Miyagamwala <
> [email-masked]> wrote:
>
> Dear Radwa,
>
>
>
> Please check below with comments.
>
>
>
> @Pavankumar A <[email-masked]> Please assist with the
> highlighted ones.
>
>
>
> *INC#*
>
> *Order ID*
>
> *Issue*
>
> *Courier*
>
> *AWB#*
>
> *status*
>
> *Notes*
>
> *Hussain Comment*
>
> 810313
>
> 200230391_1
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0454390832
>
> RETURN TO SENDER
>
>
>
> CRAKTM5828
>
> 920455
>
> 100131942_2
>
> KSA cancelleation
>
> Wimo
>
> 2007000028632
>
> Shipment information received
>
>
>
> CRAKTM5827
>
> 851603
>
> 100120413
>
> KSA cancelleation
>
> Naqel
>
> 70752918
>
> RETURN TO SENDER
>
>
>
> This is still with Courier, Follow up with Last Mile Team
>
> 857216
>
> 200244031
>
> KSA cancelleation
>
> DHL
>
> 6527210686
>
> DELIVERED
>
>
>
> Delivered
>
> 850419
>
> 200246987_1
>
> KSA cancelleation
>
> BarqExpress
>
> 9748677656
>
> Waiting for the return confirmation
>
>
>
> CRAKTM4224
>
> 852832
>
> 200252313
>
> KSA cancelleation
>
> Shipa
>
> S000631505501
>
> Incomplete Delivery
>
>
>
> This is still with Courier, Follow up with Last Mile Team
>
> 833525
>
> 200248971
>
> KSA cancelleation
>
> DHL-Express
>
> CRAMUMZ_DXB10384
>
>
>
> there is 1 SKU missing
>
> Check with Dubai Team
>
> 853639
>
> 200252678
>
> KSA cancelleation
>
> SMSA
>
> 290080276407
>
> RETURN TO SENDER
>
> Delivered to someone else.
>
> CRAKTM4829
>
> 898890
>
> 200259895
>
> KSA cancelleation
>
> Esnad
>
> 1013000036087
>
> Undelivery - Hold At Deliver Center
>
>
>
> Delivered
>
>
>
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Wed, Jun 3, 2020 at 9:52 AM Radwa Ali <[email-masked]> wrote:
>
> Hi Hussain,
>
> Please advise with the timing ?
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Tue, Jun 2, 2020 at 5:51 PM Hussain Firoz Miyagamwala <
> [email-masked]> wrote:
>
> Dear Radwa,
>
>
>
> I will sit with you tomorrow and will solve these cases one by one by
> tomorrow.
>
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Tue, Jun 2, 2020 at 5:44 PM Radwa Ali <[email-masked]> wrote:
>
> Hi Hussain,
>
>
>
> Please check and revert. This has been requested since April and most of
> the tickets are pending since Jan and Feb,
>
> @Veronique Bachmann <[email-masked]>  Please advise how we can
> escalate these tickets as we need to provide an answer or update to the
> customer.
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Mon, Jun 1, 2020 at 11:42 AM Samiya Sheikh <[email-masked]>
> wrote:
>
> Hi Hussain,,
>
>
>
> kindly update CRA for 100120413 urgently. the customer has been following
> since March.
>
>
>
> @Ekta Jesswani <[email-masked]> @Veronique Bachmann
> <[email-masked]>  please assist.
>
>
>
> Regards
>
>
>
> On Tue, May 19, 2020 at 2:23 PM Radwa Ali <[email-masked]> wrote:
>
> Hi Hussain,
>
> Please advise when we can update the tickets ? they have been pending for
> a long time.
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Thu, May 14, 2020 at 9:09 AM Radwa Ali <[email-masked]> wrote:
>
> Hi Veronique,
>
>
>
> As requested this is the list of cancellation that has been pending or
> delayed. Some of the cases have been pending since Jan or Feb.
>
> Similar to this issue we have the KSA escalations where we keep the
> tickets pending with no update.
>
> Some Orders are added multiple times as an example (200279221_2) customer
> keeps coming back on calls and emails for updates and we don't have
> anything to share.
>
>
> https://docs.google.com/spreadsheets/d/1cOPhGXp1jNQ3YZL2avI2X4CtPwbzgKjQplp9iUM17qw/edit?pli=1#gid=0
>
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Wed, May 13, 2020 at 10:46 AM Hussain Firoz Miyagamwala <
> [email-masked]> wrote:
>
> ++ Norah.
>
>
>
> Dear Norah,
>
>
>
> Can you please advise where the below AWB was returned ?
>
> This is urgent.
>
>
>
> 851603
>
> 100120413
>
> KSA cancelleation
>
> Naqel
>
> 70752918
>
> RETURN TO SENDER
>
>
>
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Tue, May 12, 2020 at 11:56 AM Malak Nobeh <[email-masked]> wrote:
>
> Hussain,
>
> Please raise the CRA for 100120413.
>
> Thanks.
>
>
>
> On Sun, 3 May 2020 at 16:07, Pavankumar A <[email-masked]>
> wrote:
>
> Hi Hussain,
>
>
>
> For your reference:
>
>
>
>
>
> INC#
>
> Order ID
>
> Issue
>
> Courier
>
> AWB#
>
> status
>
> Notes
>
> 810313
>
> 200230391_1
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0454390832
>
> RETURN TO SENDER
>
>
>
> 920455
>
> 100131942_2
>
> KSA cancelleation
>
> Wimo
>
> 2007000028632
>
> Shipment information received
>
>
>
> 769254
>
> 200212447_2
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0442838989is
>
> RETURN TO SENDER
>
>
>
> 851603
>
> 100120413
>
> KSA cancelleation
>
> Naqel
>
> 70752918
>
> RETURN TO SENDER
>
>
>
> 857216
>
> 200244031
>
> KSA cancelleation
>
> DHL
>
> 6527210686
>
> DELIVERED
>
>
>
> 850419
>
> 200246987_1
>
> KSA cancelleation
>
> BarqExpress
>
> 9748677656
>
> Waiting for the return confirmation
>
>
>
> 852832
>
> 200252313
>
> KSA cancelleation
>
> Shipa
>
> S000631505501
>
> Incomplete Delivery
>
>
>
> 833525
>
> 200248971
>
> KSA cancelleation
>
> DHL-Express
>
> CRAMUMZ_DXB10384
>
>
>
> there is 1 SKU missing
>
> 853639
>
> 200252678
>
> KSA cancelleation
>
> SMSA
>
> 290080276407
>
> RETURN TO SENDER
>
> Delivered to someone else.
>
> 898890
>
> 200259895
>
> KSA cancelleation
>
> Esnad
>
> 1013000036087
>
> Undelivery - Hold At Deliver Center
>
>
>
>
>
> On Sun, May 3, 2020 at 12:55 PM Hussain Firoz Miyagamwala <
> [email-masked]> wrote:
>
> ++ Pavan,
>
>
>
> Can you please get the status for the below urgently.
>
>
>
>
>
> INC#
>
> Order ID
>
> Issue
>
> Courier
>
> AWB#
>
> Notes
>
> 810313
>
> 200230391_1
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0454390832
>
> 920455
>
> 100131942_2
>
> KSA cancelleation
>
> Wimo
>
> 2007000028632
>
> 769254
>
> 200212447_2
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0442838989is
>
> 851603
>
> 100120413
>
> KSA cancelleation
>
> Naqel
>
> 70752918
>
> 857216
>
> 200244031
>
> KSA cancelleation
>
> DHL
>
> 6527210686
>
> 850419
>
> 200246987_1
>
> KSA cancelleation
>
> BarqExpress
>
> 9748677656
>
> 852832
>
> 200252313
>
> KSA cancelleation
>
> Shipa
>
> S000631505501
>
> 833525
>
> 200248971
>
> KSA cancelleation
>
> DHL-Express
>
> CRAMUMZ_DXB10384
>
> there is 1 SKU missing
>
> 853639
>
> 200252678
>
> KSA cancelleation
>
> SMSA
>
> 290080276407
>
> Delivered to someone else.
>
> 898890
>
> 200259895
>
> KSA cancelleation
>
> Esnad
>
> 1013000036087
>
>
>
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Sun, May 3, 2020 at 12:17 PM Radwa Ali <[email-masked]> wrote:
>
> Hi Hussain,
>
> Any updates ?
>
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
>
> On Thu, Apr 30, 2020 at 1:48 PM Radwa Ali <[email-masked]> wrote:
>
> Hi Hussain,
>
> Please follow up of the below cancellation as some of them are pending
> since Jan.
>
>
>
> INC#
>
> Order ID
>
> Issue
>
> Courier
>
> AWB#
>
> Notes
>
> 810313
>
> 200230391_1
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0454390832
>
> 920455
>
> 100131942_2
>
> KSA cancelleation
>
> Wimo
>
> 2007000028632
>
> 769254
>
> 200212447_2
>
> KSA cancelleation
>
> UPS
>
> 1Z289F8W0442838989is
>
> 851603
>
> 100120413
>
> KSA cancelleation
>
> Naqel
>
> 70752918
>
> 857216
>
> 200244031
>
> KSA cancelleation
>
> DHL
>
> 6527210686
>
> 850419
>
> 200246987_1
>
> KSA cancelleation
>
> BarqExpress
>
> 9748677656
>
> 852832
>
> 200252313
>
> KSA cancelleation
>
> Shipa
>
> S000631505501
>
> 833525
>
> 200248971
>
> KSA cancelleation
>
> DHL-Express
>
> CRAMUMZ_DXB10384
>
> there is 1 SKU missing
>
> 853639
>
> 200252678
>
> KSA cancelleation
>
> SMSA
>
> 290080276407
>
> Delivered to someone else.
>
> 898890
>
> 200259895
>
> KSA cancelleation
>
> Esnad
>
> 1013000036087
>
> *Radwa Ali*
> Customer Care Representative
> p:  +971 526476307│ e: [email-masked] <[email-masked]>  │ w:
> www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
> --
>
> Regards,
>
> *Pavankumar A*
> Last Mile Operations
>
> *P* +971 507074205
> *E* [email-masked] <[email-masked]>
>
> *A* B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
>
> *Error! Filename not specified.* <https://www.instagram.com/mumzworldcom/>
>  *Error! Filename not specified.* <https://www.facebook.com/mumzworld> *Error!
> Filename not specified.* <https://www.youtube.com/user/MumZworld> *Error!
> Filename not specified.* <https://www.snapchat.com/add/mumzworld.com> *Error!
> Filename not specified.* <https://twitter.com/mumzworld>
>
> *Error! Filename not specified.* <https://www.mumzworld.com/en/>
>
> *Error! Filename not specified.*
> <https://www.mumzworld.com/en/media-and-press>
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
> and privileged information. Any unauthorized review, use, disclosure or
> distribution of this information is prohibited, and may be punishable by
> law. If this was sent to you in error, please notify the sender by reply
> e-mail and destroy all copies of the original message. Please consider the
> environment before printing this e-mail.
>
>
>
>
> --
>
> *Error! Filename not specified.*
>
>