Subject: FW: Store complaint (Refund delay)
From: Mohd Imran <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>, Seeta Seeta <[email-masked]>, Piyush Mani <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Tue, 14 Jan 2020 13:19:42 +0000

FYI

From: Reddy Prasad <[email-masked]>
Sent: Tuesday, January 14, 2020 5:15 PM
To: Mohd Imran <[email-masked]>
Subject: FW: Store complaint (Refund delay)

Dear Imran

Trailing email is for your information.

Regards

Reddy Prasad

From: Spk Avenues <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, January 14, 2020 4:08 PM
To: Reddy Prasad <[email-masked]<mailto:[email-masked]>>
Cc: Vivek Kumar Tiwari <[email-masked]<mailto:[email-masked]>>; Syed Shuheb <[email-masked]<mailto:[email-masked]>>
Subject: FW: Store complaint (Refund delay)

Dear Reddy,

Just to inform you that we called the customer today morning. He received the money.

Regards,
Jamee Khan
Store-Manager
Spk Avenues
+965 98001780

From: Reddy Prasad
Sent: Monday, January 13, 2020 10:19 PM
To: Mohd Imran; Spk Avenues
Cc: Apoorv Joshi; Urvika Chaudhary; Seeta Seeta; Piyush Mani; Shakeeb Arsalan; Escalations Dxbteam
Subject: RE: Store complaint (Refund delay)

Dear Imran

As confirmed by Finance team we haven’t got excess credit in our account.

Store manager is trying to get in touch customer to explain

Generally due to bank issue some times transaction  get declined but gets reversal with in 24 hours. .

Jamee : please confirm once you speak to customer

Regards

Reddy Prasad

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, January 12, 2020 1:51 PM
To: Reddy Prasad <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Piyush Mani <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Store complaint (Refund delay)

Hi @Reddy Prasad<mailto:[email-masked]>,

Please help us to get this closed.

Regards
Imran

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, January 12, 2020 2:48 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Reddy Prasad <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Piyush Mani <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Store complaint (Refund delay)
Importance: High

External email sender, please take precaution.
Hi Imran,

Is there any update on below case as customer again sent us the email and now he is asking what action has been taken on his case. He is also threatening us that he will move forward legally.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Reddy Prasad" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "Piyush Mani" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, January 11, 2020 3:56:22 PM
Subject: RE: Store complaint (Refund delay)

Hi @Reddy Prasad<mailto:[email-masked]>,

Please help us to get this escalation closed for a Splash store.

Regards
Imran

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, January 9, 2020 5:44 PM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Piyush Mani <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: Store complaint (Refund delay)

External email sender, please take precaution.
Hi Team,

Kindly advise regarding the below complaint.
Customer purchased from store and he didn't provide any order NO
Please assist.

Regards
Shakeeb

________________________________
From: "Piyush Mani" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Cc: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 7 January, 2020 15:04:17
Subject: Store complaint (Refund delay)

Hi,

With reference to case number: 392322

Customer's Name: Joseph Xavier
Email ID: [email-masked]<mailto:[email-masked]>
Contact Number: +965 90049827

Problem Statement: Refund Delay

Customer Response: "Splash Avenues I made a purchase made on the 4th of Jan, 2020 at Splash, Avenues, Kuwait. Purchase amounted to KD 4. Payment was made using my credit card. Initially it showed it declined, on the second attempt the payment was successful. I received a message from my bank stating the amount of KD 4 was deducted towards payment THRICE total KD12. On inquiry with the manager at the store, he informed it was a faulty Knet machine. And was promised the amount would be back in my account in 24hrs. I questioned why would they use the card on a faulty machine for which the manager nor the staff gave a reasonable or satisfactory answer. Manger added that this has happened before with other customers; which puzzles me why they would the faulty machine still. I called up the bank and they informed any refund would take 3-7 days, so I was misinformed by the manager. I tried reaching the store in the landline number provided but turns out that's also a faulty line. I contacted the customer care department but they couldn't help as the purchase was not made online. I hope this issue is resolved asap. INVOICE NO: 30111103318120200104 CASHIER: 209063"

Kindly do the needful.

Regards,
Piyush

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com

Subject: FW: Verifone machine transaction declined
From: Lessin Kumar <[email-masked]>
To: Spk Avenues <[email-masked]>
Cc: Harish Thakor <[email-masked]>, Reddy Prasad <[email-masked]>, Spk Avenues <[email-masked]>, Syed Shuheb <[email-masked]>, "Rashid Gafoor Kaskar" <[email-masked]>, "Vivek Kumar Tiwari" <[email-masked]>
Date: Mon, 13 Jan 2020 08:40:39 +0000

Hi,

As per our account statement there is only one credit available for amount KD 4.000 from the attached credit card No.

Trail mail screen shot is FYR.

Regards,

Lessin Kumar.

From: S, Karthikeyan <[email-masked]>
Sent: Monday, January 13, 2020 11:27 AM
To: Lessin Kumar <[email-masked]>
Cc: Harish Thakor <[email-masked]>; S, Karthikeyan <[email-masked]>; Rashid Gafoor Kaskar <[email-masked]>; G, Bhuvaneshwari <[email-masked]>; kumar d. r <[email-masked]>; C, Sangeetha <[email-masked]>
Subject: Fw: Verifone machine transaction declined

External email sender, please take precaution.

Dear Lessin,

Please find the below transaction are getting interfaced both KW Report and MSA as well.

Below Screen shot FYR.

BR

Karthikeyan

  _____

From: C, Sangeetha <[email-masked]<mailto:[email-masked]>>
Sent: Monday, January 13, 2020 11:42 AM
To: S, Karthikeyan <[email-masked]<mailto:[email-masked]>>
Cc: R, Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Verifone machine transaction declined

Dear Karthik,

Please find the below table AE & MSA Card transaction for your reference.

TERRITERY

CONCEPT

STOREID

BUSINESS_DATE

REG_ID

TRANSACTION_ID

APPROVAL_CODE

AMOUNT

CREDIT_CARD_NUMBER

CARD_TYPE

KW

Splash

30111

1/4/2020

103

3181

R28701

4

533769******1953

MasterCard

POST Date​

TRANSDATE

TERMINALID

1-KNETNO

ACCTNUMBER

2-CARDNUMBER

4-CARDTYPE

5-AMOUNT

3-AUTHCODE

DESC

MSC

NETAMT

01-06-2020

01-04-2020

12700676

810847083

1000254175

533769*****1953

MASTERCARD

4

R28701

SALE PURCHASE

0.068

3.932

-------------------------------------------------

Thanks & Regards,

Sangeetha.C

Process Associate

  _____

From: S, Karthikeyan <[email-masked]<mailto:[email-masked]>>
Sent: 13 January 2020 11:24
To: C, Sangeetha <[email-masked]<mailto:[email-masked]>>
Cc: R, Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Fw: Verifone machine transaction declined

Dear Sangeetha,

Please check and provide the details ASAP.

Best regards,

Karthikeyan S

Capgemini India, Trichy

  _____

From: Lessin Kumar <[email-masked]<mailto:[email-masked]>>
Sent: Monday, January 13, 2020 11:23 AM
To: G, Bhuvaneshwari <[email-masked]<mailto:[email-masked]>>
Cc: thakor, Harish [EXTERNAL] <[email-masked]<mailto:[email-masked]>>; S, Karthikeyan <[email-masked]<mailto:[email-masked]>>; Kaskar, Rashid [EXTERNAL] <[email-masked]<mailto:[email-masked]>>
Subject: FW: Verifone machine transaction declined

Dear Bhuvana,

Please validate the below claim on top priority.

Regards,

Lessin Kumar.

From: Spk Avenues <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, January 12, 2020 7:52 PM
To: Lessin Kumar <[email-masked]<mailto:[email-masked]>>; Rashid Gafoor Kaskar <[email-masked]<mailto:[email-masked]>>
Subject: Verifone machine transaction declined

Dear Mr. Lessin,

Please see attached file.

This is the verifone slip of the incident happened last January 04,2020 at 11:23AM.

The first transaction was declined but the second transaction was approved. The customer

Told us he received a message on his mobile that we deducted him twice. But as per the system

Within 24 hrs.The failed transaction will be fixed. I’ve already talk to the NBK customer service

They said we better ask the Finance team.

Thanks,

Mark Carlo

Regards,

Jamee Khan

Store-Manager

Spk Avenues

+965 98001780

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>

This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.