Subject: Re: Missing item - MIK-2093165 - 600871009
From: "Asad ." <[email-masked]>
To: Syed Yakoob <[email-masked]>, Mostafa saad <[email-masked]>
Cc: Radwa Ali <[email-masked]>, Eugene Mugisa <[email-masked]>, Mohit Caleb <[email-masked]>, customer care <[email-masked]>, lastmile <[email-masked]>, Outbound.fc <[email-masked]>
Date: Mon, 8 Jun 2020 12:42:20 +0000
List-Id: <ccteam.mumzworld.com>

Removing Clearway

Team, few more learning points here. Please read and ask question if you any confusion.

Step 1 CS team: We need to know exactly which item is missing and the value of it upfront. Ask questions from the customers if the boxes arrived open or was it tempered (Tape removed)? And provide those answers to FC team when you send the 1st email.

Step 2 FC Team: When investigating look for that particular item and confirm that specific item was infect packed. Check for part shipments and inform CS accordingly.

Step 3 CS Team: Once you have the confirmation that item was packed and no split shipments then place a replacement order or give GV / refund as per CS process.

Step 4 LM Team: Don’t wait for LM partners. Inform them that the customer received a box with missing item and charge them. (If we are 100% sure that it was packed)

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
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From: Syed Yakoob <[email-masked]>
Date: Monday, 8 June 2020 at 2:26 PM
To: Mostafa saad <[email-masked]>
Cc: Radwa Ali <[email-masked]>, Clearway Express <[email-masked]>, Eugene Mugisa <[email-masked]>, Mohit Caleb <[email-masked]>, Asad <[email-masked]>, customer care <[email-masked]>, lastmile <[email-masked]>, "Outbound.fc" <[email-masked]>
Subject: Re: Missing item - MIK-2093165 - 600871009

Hello Radwa,

As per CCTV footage all items were packed correctly. If a customer has any missing item then the customer received an extra item. Please confirm with the customer and let us know.

Best Regards,
[Image removed by sender.]

[Image removed by sender.]ᐧ

On Mon, 8 Jun 2020 at 12:16, Mostafa saad <[email-masked]<mailto:[email-masked]>> wrote:
@Clearway Express<mailto:[email-masked]>  Again the same issue from your team to give the customers the personal phone number for Radwa !!!!!

@Eugene Mugisa<mailto:[email-masked]>  Please advise here what's we can do again with ( Clearway ) for this case.

@Radwa Ali<mailto:[email-masked]>  as per your reply we already delivered this Pakege to the customer closed so we didn't know if the item has missing item or not.

So please check this case with OB team

@Mohit Caleb<mailto:[email-masked]>  Please check and share your feedback.

Regards

Mostafa Saad
LM Supervisor at Mumzworld

On Mon, Jun 8, 2020 at 12:09 PM Radwa Ali <[email-masked]<mailto:[email-masked]>> wrote:
Hi Asad,
Please help with this issue , the customer is calling me directly as the senior or supervisor from Clearway gave her my personal number instead of raising the issue through customer service number or email.
The item value is 220 AED and we escalated it 6 days ago and we have no reply.
Please advise if we can place a new order.

Missing item details ;
SKU:  MIK-2093165
Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked]<mailto:[email-masked]>  │ w: www.mumzworld.com<http://www.mumzworld.com/>
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE
[Image removed by sender. Inline image 1]

On Mon, Jun 8, 2020 at 11:58 AM Radwa Ali <[email-masked]<mailto:[email-masked]>> wrote:
Hi Team,
Please update us on this issue - Customer is following up again and we have no updates.

Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked]<mailto:[email-masked]>  │ w: www.mumzworld.com<http://www.mumzworld.com/>
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE
[Image removed by sender. Inline image 1]

On Tue, Jun 2, 2020 at 1:41 PM Radwa Ali <[email-masked]<mailto:[email-masked]>> wrote:
Hi All,
Please check the SO# above as it is missing 1 SKU.
Order was packaged and shipped in 1 box which was delivered.
We need to check adn advise the cst ASAP when she will receive the package.

Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked]<mailto:[email-masked]>  │ w: www.mumzworld.com<http://www.mumzworld.com/>
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE
[Image removed by sender. Inline image 1]
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