Subject: Re: Procedure for partial refunds
From: Mustehsan Siddiqui <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Jessie Caparas <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>, Malik Ismail <[email-masked]>
Date: Wed, 25 Sep 2019 11:14:03 +0000

Saurabh,

I have already replied to you, for these cases get in touch with Malik.

From: Saurabh Dadu <[email-masked]>
Date: Wednesday, September 25, 2019 at 3:10 PM
To: Jessie Caparas <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Subject: Re: Procedure for partial refunds

External email sender, please take precaution.
Dear Jessie,

Thanks - but in this case we were already offering the customer My Credits, because we can see clearly that the items were not shipped.

The customer asked for money refund, and since we cannot issue partial refund to SADAD, a manual refund to customer was requested (either account or cash).

I understand we have a process of taking approval from concept heads, probably in cases where its clear to everyone, we can have the approval coming from customer services head - which can be you or  Mustehsan?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]>
Sent: 25 September 2019 2:32 PM
To: Saurabh Dadu <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Subject: RE: Procedure for partial refunds

Hi Saurabh,

I have added in the escalation matrix that KSA refund concerns should be escalated to our team only and we should be giving them clear instructions what to do from their end and we will take it forward.

The instruction provided by my colleague for this ticket was unclear – I already spoke to him about this to avoid confusion moving forward.

•         For KSA finance related concerns, I suggest Seeta would need to drop an email to us (from Zimbra) – If the agents would send it from their FD; we might miss out on it.

•         We will check why there is an issue related to the refund and will provide instructions what the agent needs to do from their end

•         Once done, we will then forward it to the concern finance team in KSA to process the refund or resolve the refund issue

We can’t proceed with the refund without going through the WH/Courier since investigation is required. Also, approval from Concept Head is required if the refund value is more than 100.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Wednesday, September 25, 2019 12:13 PM
To: Jessie Caparas <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Subject: Procedure for partial refunds

External email sender, please take precaution.

Dear Jessie,

We feel that we need to further streamline the process for refunds. Please see the case in trailing mail below.

Facts of the case:

  1.  Customer received partial order - as already confirmed (we only shipped 4 of 6 items).
  2.  Customer paid with SADAD
  3.  We proposed MyCredits back to customer
  4.  Customer does not want MyCredits and wants refund back to card
  5.  Amount of refund is about AED 309
  6.  Agent raised request for refund through JIRA
  7.  The gentleman answering JIRA ticket requested

     *   Approval from WH
     *   Approval from Concept head

For such cases where the refund is because of unfulfilled order and we know it from Hybris, can we please eliminate the step of going to WH, and Concept head to process manual refund?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Abhishek Chugg <[email-masked]<mailto:[email-masked]>>
Sent: 25 September 2019 1:32 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Subject: Partial Refund Concern

Hi Sir,

Please find the details of the ticket wherin customer is looking for the partial refund as Cash on to their Account as payment made through SADAD.

Tiket No : 136671

Order No. : 6441738051

Jira Ticket : REL-66817

Regards,

Abhishek Chugg
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