Subject: Re: Refund processed but customer had not received the amount
From: Samiya Sheikh <[email-masked]>
To: Sagar Khawani <[email-masked]>
Cc: Amir Julkarnain <[email-masked]>, Lubna Forzley <[email-masked]>, customer care <[email-masked]>, Ekta Jesswani <[email-masked]>, Asad <[email-masked]>, Rodina Magdy <[email-masked]>
Date: Sun, 28 Jun 2020 11:50:54 +0400
List-Id: <ccteam.mumzworld.com>

Hi Sagar,

For this specific customer, we have explained to her multiple times the
last 4 digits of the card no, refunded amount and refund date. She called
and went to the bank and they informed her nothing was received from
Mumzworld.

Regards

On Sun, Jun 28, 2020 at 11:28 AM Sagar Khawani <[email-masked]> wrote:

>
>
>
>
> I have seen many cases where customer claimed that they have not received
> the amount tho we have sent the proof of refund.
>
>
>
>
>
> Below will be the reason for same:
>
>    1. Everyone has got multiple credit card so sometimes we forgot which
>    card we had used while making payment.
>
> So always inform customer that they need to check card nos ending with
> **** - So CC team can get this info from checkout web or from screen shot
> shared by finance
>
>
>
> @Samiya Sheikh <[email-masked]> so inform customer to check with
> bank for card ending with 9359 and customer would have received a month ago
> on the said credit card.
>
> Do update what customer says
>
>
>
>    1. Bank will never send text message for amount got credited (refunded
>    by us) so they need to call bank and check.
>
> Customer will assume that they have not receive the amount as they have
> not got text message from bank.
>
>
>
>    1. Sometimes amount get reflected only on credit statement generation
>    and it will not show up even when customer call bank – it happens, there
>    are 5% chances.
>
>
>
>    1. Once we process refund, customer should get in 3 working days if it
>    is UAE card and 6 working days if it is card issued out of UAE.
>
>
>
> There is not even 1% chance that bank make mistake in processing refund.
>
>
>
> CC agent - please inform your team about the same.
>
>
>
> Thx
>
> Sagar
>
>
>
>
>
>
>
>
>
>
>
> *From:* Samiya Sheikh <[email-masked]>
> *Sent:* Sunday, June 28, 2020 11:09 AM
> *To:* Sagar Khawani <[email-masked]>
> *Subject:* Re: Refund 100142468
>
>
>
> Hi Sagar,
>
>
>
> kindly update.
>
>
>
> Regards
>
>
>
>
>
> On Sat, Jun 27, 2020 at 9:35 AM Samiya Sheikh <[email-masked]>
> wrote:
>
> Hi Sagar,
>
>
>
> kindly update.
>
>
>
> Regards
>
>
>
> On Wed, Jun 24, 2020 at 7:17 PM Samiya Sheikh <[email-masked]>
> wrote:
>
> Hi Sagar,
>
>
>
> This customer is following up since May, this amount is not received. She
> contacted her bank and they said no amount is received. kindly check and
> update.
>
>
>
>
>
> Regards
>
>