Subject: Re: BUNDLE CRAs
From: "Alina D'Souza" <[email-masked]>
To: Radwa Ali <[email-masked]>, Yaseen Shaqra <[email-masked]>, Mostafa saad <[email-masked]>, Mohamed Magdy <[email-masked]>
Cc: Sagar Khawani <[email-masked]>, Reimil Alejandro <[email-masked]>, Sara Ahmed <[email-masked]>, Suleiman Serhan <[email-masked]>, customer care <[email-masked]>, Ekta Jesswani <[email-masked]>, Umang Mehrotra <[email-masked]>, Amir Julkarnain <[email-masked]>, Amr Abed <[email-masked]>, Asad <[email-masked]>
Date: Mon, 8 Jun 2020 15:32:20 +0400
List-Id: <ccteam.mumzworld.com>

Hi Umang,

Please advise how warranty works in this case?

Would the vendor replace the entire stroller, or would we collect only the
color pack as it is damaged and has to be replaced/ fixed.

order# 600524950 was purchased in 2019 and has a damage to the color pack
the CRA will be created to the entire Bundle, should we collect only the
item which is damaged or the entire stroller.

Please advise customer travelling needs urgently.

Regards,
Alina

On Mon, Jun 8, 2020 at 3:25 PM Alina D'Souza <[email-masked]> wrote:

> Noted. Thanks Amr,
>
> @Radwa Ali <[email-masked]> @Yaseen Shaqra <[email-masked]>
>
> Could you advise both the customer that we will collect the entire bundle
> and to pack the same in its original packaging?
>
> We will arrange collection for both the orders and replace the same once
> collected.
>
> Regards,
> Alina
>
> On Mon, Jun 8, 2020 at 3:23 PM Amr Abed <[email-masked]> wrote:
>
>> Hi Alina,
>>
>> Both systems (NS / Magento) don't and can't support partial returns for
>> bundles, as the individual components don't exist on the order separately.
>>
>> So unfortunately there is no way for us to handle this outside of the
>> team escalating these cases and handling them manually which isn't
>> recommend and will be very messy to manage.
>>
>> And to note even if we create CRAs for just the "component" it will not
>> be possible to sync that to Magento as a CreditMemo and financially it will
>> not tally up on both systems, also you can't even place a new order for
>> most of these bundle components as they aren't typically sold alone.
>>
>> The only way to handle this really is to cancel and collect the full
>> bundle, and place a replacement order for a new one which i understand
>> could be inconvenient for the customer.
>>
>> Looping @Sagar here for his input on how this should be handled from a
>> finance standpoint.
>>
>> Amr
>>
>>
>> On Mon, Jun 8, 2020, 14:47 Alina D'Souza <[email-masked]> wrote:
>>
>>> Hi Team,
>>>
>>> Need your assistance as we have issues creating a CRA for bundle pack
>>> orders.
>>>
>>> Basically if the customer has ordered a Stroller and if there is an
>>> issue with just the color pack / the frame / car seat.
>>>
>>>
>>>    - The customer requests for return and fills a form for that
>>>    particular item in the bundle.
>>>    - We cannot create a CRA for the only part which is damaged
>>>    - This ends up creating a CRA for the entire Item
>>>    - We cannot amend the CRA and once its refunded the value of the CRA
>>>    is the entire stroller Value.
>>>
>>> We have 2 cases as below
>>>
>>> *Order# 600524950, Customer ordered *
>>> SKU - YOYO+-6+-BNDL-MD-BZ10101-02-A-MD-BZ10104-13
>>> BABYZEN YOYO+ Frame (Black) + Color Pack 6+ (Black)
>>> Customer advised that the Frame Black which Sku :MD-BZ10101-02-A is
>>> damaged and is travelling needs a replacement.
>>> We are unable to create a CRA for only the Frame black ,we need a
>>> replacement only for this SKU and not the entire Bundle.
>>>
>>> *Order# 600871502, Customer ordered   *
>>> SKU - BNDL-MZ-YOYO2-0+-MD-BZ10109-02-MD-BZ10107-05
>>> BABYZEN YOYO2 0+ Stroller Bundle (Frame + Newborn Pack)
>>> Customer advised that the color pack is damaged and needed a replacement
>>> to this,  we need a replacement only for this SKU and not the entire
>>> Bundle.
>>>
>>> Please advise if the changes can be made for bundle skus instead of
>>> collecting the entire stroller.
>>>
>>> Kindly advise as we need to arrange collection asap and replace it for
>>> these customers.
>>>
>>> Regards,
>>> Alina
>>>
>>>
>>>
>>>
>>>