Subject: Re: DHL-Express::3409698633 - SO# 600817141
From: "Asad ." <[email-masked]>
To: Eugene Mugisa <[email-masked]>, "[email-masked]" <[email-masked]>, Sagar Khawani <[email-masked]>
Cc: Moataz Salah El Din <[email-masked]>, Ronald Gaviola <[email-masked]>, lastmile <[email-masked]>, customer care <[email-masked]>, Mohamed Magdy <[email-masked]>
Date: Tue, 30 Jun 2020 09:44:41 +0000
List-Id: <ccteam.mumzworld.com>

Guys we cant pickup an item which has been used by the customer. It’s a H&S concern as well.

Sagar, why are we not processing refund here? This was a mistake made by us where we didn’t cancel the order on time.

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
[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>
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[mumzworld awards]<https://www.mumzworld.com/en/media-and-press>
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From: Eugene Mugisa <[email-masked]>
Date: Tuesday, 30 June 2020 at 12:08 PM
To: "[email-masked]" <[email-masked]>, Sagar Khawani <[email-masked]>, Asad <[email-masked]>
Cc: Moataz Salah El Din <[email-masked]>, Ronald Gaviola <[email-masked]>, lastmile <[email-masked]>, customer care <[email-masked]>, Mohamed Magdy <[email-masked]>
Subject: RE: DHL-Express::3409698633 - SO# 600817141

@[email-masked]<mailto:[email-masked]>

Please call the recipient back to retrieve the package from her if the sender is still requesting a refund.

If she wants refund then we need to get product back from the one who received it.

Best,
Eugene.

From: [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 30, 2020 11:14 AM
To: 'Sagar Khawani' <[email-masked]<mailto:[email-masked]>>; 'Asad .' <[email-masked]<mailto:[email-masked]>>
Cc: 'Moataz Salah El Din' <[email-masked]<mailto:[email-masked]>>; 'Ronald Gaviola' <[email-masked]<mailto:[email-masked]>>; 'lastmile' <[email-masked]<mailto:[email-masked]>>; 'Eugene Mugisa' <[email-masked]<mailto:[email-masked]>>; 'customer care' <[email-masked]<mailto:[email-masked]>>; 'Mohamed Magdy' <[email-masked]<mailto:[email-masked]>>
Subject: RE: DHL-Express::3409698633 - SO# 600817141

Hi @'Asad .'<mailto:[email-masked]>,
This was rejected by Sagar again.
Please advise.

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

From: [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Sent: Friday, June 19, 2020 1:07 PM
To: 'Sagar Khawani' <[email-masked]<mailto:[email-masked]>>
Cc: 'Moataz Salah El Din' <[email-masked]<mailto:[email-masked]>>; 'Ronald Gaviola' <[email-masked]<mailto:[email-masked]>>; 'lastmile' <[email-masked]<mailto:[email-masked]>>; 'Asad .' <[email-masked]<mailto:[email-masked]>>; 'Eugene Mugisa' <[email-masked]<mailto:[email-masked]>>; 'customer care' <[email-masked]<mailto:[email-masked]>>; 'Mohamed Magdy' <[email-masked]<mailto:[email-masked]>>
Subject: RE: DHL-Express::3409698633 - SO# 600817141

Hi @Sagar Khawani<mailto:[email-masked]>,
Please note as we will issue refund right away.

Best Regards,
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

From: Asad . <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 18, 2020 6:25 PM
To: Radwa Ali <[email-masked]<mailto:[email-masked]>>; Eugene Mugisa <[email-masked]<mailto:[email-masked]>>
Cc: Moataz Salah El Din <[email-masked]<mailto:[email-masked]>>; Ronald Gaviola <[email-masked]<mailto:[email-masked]>>; lastmile <[email-masked]<mailto:[email-masked]>>; customer care <[email-masked]<mailto:[email-masked]>>; Mohamed Magdy <[email-masked]<mailto:[email-masked]>>
Subject: Re: DHL-Express::3409698633 - SO# 600817141

Guys, We are going nowhere with this and only making the issue worse. This customer as Radwa mentioned has spent 23,113.94 AED with us since 2015. We cant loose us, she has been a super loyal customer.

Just refund the customer this money please.

Magdy, I need to know why the cancellation request was not processed on time and why we got into this situation.

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
[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>
[mumzworld logo]<https://www.mumzworld.com/en/>
[mumzworld awards]<https://www.mumzworld.com/en/media-and-press>
Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail.

From: Radwa Ali <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 18 June 2020 at 5:22 PM
To: Eugene Mugisa <[email-masked]<mailto:[email-masked]>>, Asad <[email-masked]<mailto:[email-masked]>>
Cc: Moataz Salah El Din <[email-masked]<mailto:[email-masked]>>, Ronald Gaviola <[email-masked]<mailto:[email-masked]>>, lastmile <[email-masked]<mailto:[email-masked]>>, customer care <[email-masked]<mailto:[email-masked]>>, Mohamed Magdy <[email-masked]<mailto:[email-masked]>>
Subject: Re: DHL-Express::3409698633 - SO# 600817141

Looping Asad.

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 Thu, Jun 18, 2020 at 5:19 PM Radwa Ali <[email-masked]<mailto:[email-masked]>> wrote:
Hi All,
I have contacted the recipient and she was not aware her friend has escalated this request and she is now not answering to confirm if she okai with the collection.
The sender (Jinan) was very frustrated when we advised we can collect and refund as it was unacceptable and disrespectful to ask for the gift back when it was delivered.
This has been our customer since Jan 2015 and her total revenue is 23,113.94 AED.
Can we grant an exception as we will definitely lose this customer?

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 Thu, Jun 18, 2020 at 3:23 PM Eugene Mugisa <[email-masked]<mailto:[email-masked]>> wrote:
Thanks @Moataz Salah El Din<mailto:[email-masked]>!

Please confirm once picked to proceed with refund to CC

Best,
Eugene.

From: Moataz Salah El Din <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 18, 2020 2:36 PM
To: Eugene Mugisa <[email-masked]<mailto:[email-masked]>>
Cc: Radwa Ali <[email-masked]<mailto:[email-masked]>>; Ronald Gaviola <[email-masked]<mailto:[email-masked]>>; lastmile <[email-masked]<mailto:[email-masked]>>; customer care <[email-masked]<mailto:[email-masked]>>; Mohamed Magdy <[email-masked]<mailto:[email-masked]>>
Subject: Re: DHL-Express::3409698633 - SO# 600817141

Hi Eugene,
Collcetion arranged by DHL under AWB# 9730503753

On Thu, 18 Jun 2020 at 14:31, Eugene Mugisa <[email-masked]<mailto:[email-masked]>> wrote:
@Moataz Salah El Din<mailto:[email-masked]>

As discussed, the customer is waiting for the refund. Please arrange collection from the customer to return this back to us.

Weight is 4.7Kg.

Please share AWB once done.

Best,
Eugene.

From: Eugene Mugisa <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 18, 2020 2:22 PM
To: 'Radwa Ali' <[email-masked]<mailto:[email-masked]>>; Ronald Gaviola <[email-masked]<mailto:[email-masked]>>; lastmile <[email-masked]<mailto:[email-masked]>>
Cc: customer care <[email-masked]<mailto:[email-masked]>>; Mohamed Magdy <[email-masked]<mailto:[email-masked]>>
Subject: RE: DHL-Express::3409698633 - SO# 600817141

+ @Ronald Gaviola<mailto:[email-masked]>

Please confirm if this order was cancelled before shipping. 600817141

Best,
Eugene.

From: Radwa Ali <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 25, 2020 12:07 PM
To: Ronald Gaviola <[email-masked]<mailto:[email-masked]>>; lastmile <[email-masked]<mailto:[email-masked]>>
Cc: customer care <[email-masked]<mailto:[email-masked]>>
Subject: DHL-Express::3409698633 - SO# 600817141

Hi Ronald and Lastmile,
Please cancel the shipping of this order as the customer requested to cancel multiple times.
The Customer wants a refund ASAP.

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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Best regards,
Moataz Salah El-Din
Customer Care Representative
p:  +971 (0)4 4339455 │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE