Subject: Re: Naqel refund shipments// Waiting for CRA
From: Malak Nobeh <[email-masked]>
To: Sagar Khawani <[email-masked]>
Cc: Ekta Jesswani <[email-masked]>, Asad <[email-masked]>, Eugene Mugisa <[email-masked]>, Hussain Firoz Miyagamwala <[email-masked]>, Rodina Magdy <[email-masked]>, Ronald Gaviola <[email-masked]>, customer care <[email-masked]>, lastmile <[email-masked]>, Alaa Musa <[email-masked]>
Date: Wed, 24 Jun 2020 14:01:22 +0400
List-Id: <ccteam.mumzworld.com>

Dear Sagar,

Noted , we don't raise any cases for refund which is delivered by Naqel or
any other couriers. As per the customer's they didn't get there shipment's
and they are asking for the refund, otherwise they will not escalate it to
the ministry to refund their money.

And as discussed with Hussain about the delivered shipment , the customer's
want a refund for OOS/GC cases, and we have mentioned everything on the
refund ticket with the SKU for each , but i belive Hussain only checking
the AWB as he don't have zendesk access.For the Social media case # 1116614
  @Ekta Jesswani <[email-masked]>  raised the refund also for the
shipping fees so there is nothing wrong with the refund ticket or amount.

Please let me know if there is any pending cases for refund need
investigation and we will update it .

Thank you .

On Wed, 24 Jun 2020 at 13:55, Sagar Khawani <[email-masked]> wrote:

> Ekta
>
>
>
> I see many agent sending refund request for NAqel order.
>
> As I see it should be only Rodina as per your below email.
>
>
>
> All Naqel order should come thro Rodina only.
>
> Rondina is checking naqel order status and then logging refund request.
>
>
>
> No one will send refund request for naqel order except rodiana even if it
> is MCI and Naqel case – Rodina will log refund request in Zendesk
>
>
>
> MALAK KEEP THIS – DON’T LOG REFUND REQUEST MCI CASE BLINDLY
>
> WE HAVE MCI CASE AND IT IS DELIVERED SO I CAN’T REFUND THOSE ORDER.
>
> DON’T LOG IN REFUND REQUEST INSTEAD GET DELIVERY PROOF FROM HUSSAIN
>
>
>
> We have situation now where we have refunded and order delivered
>
>
>
> PLEASE INFORM ALL AGENT PLEASEEEE
>
>
>
> Kindly follow the process. Would save everyone time.
>
>
>
> Thx
>
>
>
>
>
>
>
>
>
> *From:* Ekta Jesswani <[email-masked]>
> *Sent:* Sunday, June 21, 2020 1:18 PM
> *To:* Sagar Khawani <[email-masked]>
> *Cc:* Eugene Mugisa <[email-masked]>; Hussain Firoz Miyagamwala <
> [email-masked]>; Rodina Magdy <[email-masked]>; Ronald
> Gaviola <[email-masked]>; customer care <[email-masked]>;
> lastmile <[email-masked]>
> *Subject:* Re: Naqel refund shipments// Waiting for CRA
>
>
>
> Hi Sagar,
>
>
>
> We already have assigned one agent to do the Naqel refund requests.
>
>
>
> Regards,
>
> Ekta
>
>
>
> On Sun, 21 Jun 2020 at 13:13, Sagar Khawani <[email-masked]> wrote:
>
> Eugene
>
> Pls update in tracker – which is shared between you and me only
>
>
>
> @Ekta Jesswani <[email-masked]> can we have one team member who can
> look after naqel refund like:
>
> We want to cancel refund request in Zendesk or cancel store credit once
> confirm by eugene.
>
>
>
>
>
> Thx
>
> Sagar
>
>
>
> *From:* Eugene Mugisa <[email-masked]>
> *Sent:* Sunday, June 21, 2020 12:59 PM
> *To:* Sagar Khawani <[email-masked]>; Hussain Firoz Miyagamwala <
> [email-masked]>; Rodina Magdy <[email-masked]>; Ronald
> Gaviola <[email-masked]>
> *Cc:* customer care <[email-masked]>; lastmile <
> [email-masked]>
> *Subject:* RE: Naqel refund shipments// Waiting for CRA
>
>
>
> Hello Rodina,
>
>
>
> I see in today’s report some 4 packages delivered by NAQEL.  Please
> reconfirm with customer if they received.
>
>
>
> Courier
>
> AWB Number
>
> Shipper Reference Number
>
> Cst follow up
>
> Cst Request
>
> Refunded
>
> Comments
>
> Classification
>
> NAQEL Current Status
>
> Saee Reallocated
>
> Proceed With Refund?
>
> Done
>
> Current NAQEL Status
>
> delivery date
>
> NAQEL
>
> 70819971
>
> 200276260
>
> Yes
>
> Refund
>
> No
>
> request to cancel and refund
>
> Refund
>
> Pending
>
> No
>
> Proceed With Refund
>
> Yes
>
> Delivered
>
> 18-Jun-20
>
> NAQEL
>
> 70818312
>
> 100133129_2
>
> Yes
>
> Refund
>
> No
>
> request to cancel and refund
>
> Refund
>
> Pending
>
> No
>
> Proceed With Refund
>
> Yes
>
> Delivered
>
> 19-Jun-20
>
> NAQEL
>
> 70789560
>
> 100137906
>
> Yes
>
> Refund
>
> No
>
> request to cancel and refund
>
> No Comment
>
> Pending
>
> No
>
> Proceed With Refund
>
> Yes
>
> Delivered
>
> 18-Jun-20
>
> NAQEL
>
> 70786849
>
> 100134635_2
>
> Yes
>
> Refund
>
> No
>
> request to cancel and refund
>
> No Comment
>
> Pending
>
> No
>
> Proceed With Refund
>
> Yes
>
> Delivered
>
> 18-Jun-20
>
>
>
>
>
> Best,
>
> Eugene.
>
>
>
> *From:* Eugene Mugisa <[email-masked]>
> *Sent:* Saturday, June 20, 2020 12:45 PM
> *To:* 'Sagar Khawani' <[email-masked]>; Hussain Firoz Miyagamwala <
> [email-masked]>; Rodina Magdy <[email-masked]>; Ronald
> Gaviola <[email-masked]>
> *Cc:* customer care <[email-masked]>
> *Subject:* RE: Naqel refund shipments// Waiting for CRA
>
>
>
> @Rodina Magdy <[email-masked]>
>
>
>
> For all shipments you request Sagar to Refund, Please create  G Doc and
> share it with all.
>
>
>
> @Sagar Khawani <[email-masked]> to update those he has proceeded
> with the refund confirmed.
>
>
>
> We will update NAQEL status. + @Ronald Gaviola <[email-masked]>
>
>
>
> Best,
>
> Eugene.
>
>
>
> *From:* Sagar Khawani <[email-masked]>
> *Sent:* Saturday, June 20, 2020 11:48 AM
> *To:* Hussain Firoz Miyagamwala <[email-masked]>; Rodina Magdy <
> [email-masked]>
> *Cc:* Ronald Gaviola <[email-masked]>; Eugene Mugisa <
> [email-masked]>; customer care <[email-masked]>
> *Subject:* RE: Naqel refund shipments// Waiting for CRA
>
>
>
> Yes
>
> In memo pls mention
>
>
>
> Naqel’s cancellation - 109 batch
>
>
>
> *From:* Hussain Firoz Miyagamwala <[email-masked]>
> *Sent:* Saturday, June 20, 2020 10:06 AM
> *To:* Rodina Magdy <[email-masked]>; Sagar Khawani <
> [email-masked]>
> *Cc:* Ronald Gaviola <[email-masked]>; Eugene Mugisa <
> [email-masked]>; customer care <[email-masked]>
> *Subject:* Re: Naqel refund shipments// Waiting for CRA
>
>
>
> ++ Sagar
>
>
>
> Can you check the below Email from Rodina and approve.
>
>
>
>
>
>
>
>
> On Fri, Jun 19, 2020 at 9:03 PM Rodina Magdy <[email-masked]> wrote:
>
> Hi Hussain,
>
>
>
> Kindly check the below attached file for the CRA request for these orders,
> as we already made the refund escalation for it.
>
>
>
> --
>
> *Best Regards,*
>
> *Rodina Salem*
>
> *CS Leader*
>
> *P* +20 100 888 3893   *E* [email-masked] <[email-masked]>
>
> *A* Cairo, Egypt
>
>
>
>
> --
>
> *Regards, *
>
>
>
>

--