Subject: Re: Item Cancellation - Order No. 600889668_2
From: Mary Anne Agapito <[email-masked]>
To: Mostafa Said <[email-masked]>, Mostafa saad <[email-masked]>
Cc: Muhammad Ayoub <[email-masked]>, Road Rider <[email-masked]>, Pankaj Mahey <[email-masked]>, "Outbound.fc" <[email-masked]>, Mohit Caleb <[email-masked]>, Syed Yakoob <[email-masked]>, Muhammad Habib <[email-masked]>, customer care <[email-masked]>, Denmark A <[email-masked]>, "Returns.fc" <[email-masked]>, Hyacinth Joyce <[email-masked]>, Ekta Jesswani <[email-masked]>, Amir Julkarnain <[email-masked]>, Asad <[email-masked]>
Date: Thu, 2 Jul 2020 10:04:09 +0400
List-Id: <ccteam.mumzworld.com>

Hi Team,

The customer sent a confirmation from their security that it is the only
item that has been delivered by the courier.

Anyone is not allowed to go up, and whoever comes in the building needs to
be logged in the logbook. As shown on the encircled part, the security
guard only received one parcel, not 2.

Below is the only SMS she received.

The customer is extremely furious that this issue is taking so long. She
asked to cancel it before then it has been dispatched, she only got 1 box,
not 2 as what the record shows.

Please we need to have an urgent update today. Help us resolve the issue
once and for all.

Thank you
Warm Regards,

*Mary Anne Agapito*
Customer Care Representative
p:  +971 (0)4 4339455  │ e: [email-masked] <[email-masked]> │ w:
 www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO
Box 500245, Dubai, UAE

On Thu, Jul 2, 2020 at 9:35 AM Hyacinth Joyce <[email-masked]> wrote:

> Hi Mostafa,
>
> The customer called again to follow up and she is very upset, she also
> informed that she will raise a formal complaint.
>
> The customer informed that she never received the gates. On
> shipment 600889668_2 the only item received is the below:
>
>
> 600889668_2 SLN-DVL-S240260
> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=631818> Silentnight
> - Summer Duvet-240X260cm 1
> Kindly assist to have this resolve today.
>
> Thank you.
>
> Best Regards,
>
> *Joyce Alvarado*
> Customer Care Representative
> p:  +971 (0)4 4339455  │ e: [email-masked] <[email-masked]> │ w:
> www.mumzworld.com
> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District,
> PO Box 500245, Dubai, UAE
>
>
> On Thu, 2 Jul 2020 at 08:37, Mostafa saad <[email-masked]> wrote:
>
>> Hello Mary
>>
>> THus is the POD from the courier
>>
>> Regards
>> Mostafa Saad
>>
>>
>>
>> On Thu, Jul 2, 2020 at 8:23 AM Mary Anne Agapito <[email-masked]>
>> wrote:
>>
>>> Hi Team,
>>>
>>> May we have any updates, please?
>>>
>>> @Mostafa saad <[email-masked]>  - the customer is waiting for
>>> the refund for the 2 gates, please assist.
>>>
>>> Thank you
>>> Warm Regards,
>>>
>>> *Mary Anne Agapito*
>>> Customer Care Representative
>>> p:  +971 (0)4 4339455  │ e: [email-masked] <[email-masked]>
>>> │ w: www.mumzworld.com
>>> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District,
>>> PO Box 500245, Dubai, UAE
>>>
>>>
>>>
>>> On Sat, Jun 27, 2020 at 1:56 PM Mostafa saad <[email-masked]>
>>> wrote:
>>>
>>>> @Road Rider <[email-masked]> @[email-masked]
>>>> <[email-masked]>  Please share your feedback.
>>>>
>>>>
>>>>
>>>>
>>>> Regards
>>>>
>>>> Mostafa Saad
>>>> Last Mile  Mumzworld
>>>>
>>>>
>>>> On Sat, Jun 27, 2020 at 1:03 PM Mary Anne Agapito <
>>>> [email-masked]> wrote:
>>>>
>>>>> Hi Mostafa,
>>>>>
>>>>> The customer only received 1 box that contains the Duvet. Please check
>>>>> with the courier as well. May we ask for the proof of delivery?
>>>>>
>>>>> @Mohit Caleb <[email-masked]> @Outbound.fc
>>>>> <[email-masked]>  - please we need your feedback
>>>>>
>>>>> Thank you
>>>>> Warm Regards,
>>>>>
>>>>> *Mary Anne Agapito*
>>>>> Customer Care Representative
>>>>> p:  +971 (0)4 4339455  │ e: [email-masked]
>>>>> <[email-masked]> │ w: www.mumzworld.com
>>>>> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design
>>>>> District, PO Box 500245, Dubai, UAE
>>>>>
>>>>>
>>>>>
>>>>> On Sat, Jun 27, 2020 at 12:45 PM Mostafa saad <[email-masked]>
>>>>> wrote:
>>>>>
>>>>>> Hello Mary
>>>>>>
>>>>>> 2 Boxes have been delivered to the customer please check the missing
>>>>>> items with outbound
>>>>>>
>>>>>> Regards
>>>>>>
>>>>>> Mostafa Saad
>>>>>> Last Mile  Mumzworld
>>>>>>
>>>>>>
>>>>>> On Fri, Jun 26, 2020 at 9:28 AM Mary Anne Agapito <
>>>>>> [email-masked]> wrote:
>>>>>>
>>>>>>> Hi Team,
>>>>>>>
>>>>>>> @Edwin Thomas <[email-masked]> - Thank you for your response.
>>>>>>> The SLN-DVL-S240260
>>>>>>> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=631818> is
>>>>>>> ok, that is really what the customer wanted not the 2 gates.
>>>>>>>
>>>>>>> @Mostafa Said <[email-masked]>  @Outbound.fc
>>>>>>> <[email-masked]> - May I asked how many have been
>>>>>>> dispatched? As per NS, there were 3 items and in 2 packages
>>>>>>>
>>>>>>>
>>>>>>> But the item below shows not fulfilled so how come it says 3
>>>>>>> quantities have been dispatched?
>>>>>>>
>>>>>>>
>>>>>>> SBF-BS_EXT_WH45
>>>>>>> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=882930> Baby
>>>>>>> Safe - Safety Gate Extension 45cm - White
>>>>>>>
>>>>>>>
>>>>>>> @Mostafa saad <[email-masked]>
>>>>>>> @[email-masked] <[email-masked]>  - the
>>>>>>> customer only received 1 box that contains this item  Silentnight -
>>>>>>> Summer Duvet-240X260cm
>>>>>>>
>>>>>>>  As per the customer, she didn't receive the gates as she already
>>>>>>> asked to cancel it previously.
>>>>>>>
>>>>>>> There is a pending refund request for those gates. The finance team
>>>>>>> is unable to proceed because it says the gates were shipped.
>>>>>>>
>>>>>>> Please clarify where are the gates?  We need an urgent update, the
>>>>>>> customer is extremely upset.
>>>>>>>
>>>>>>> Thank you
>>>>>>> Warm Regards,
>>>>>>>
>>>>>>> *Mary Anne Agapito*
>>>>>>> Customer Care Representative
>>>>>>> p:  +971 (0)4 4339455  │ e: [email-masked]
>>>>>>> <[email-masked]> │ w: www.mumzworld.com
>>>>>>> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design
>>>>>>> District, PO Box 500245, Dubai, UAE
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> On Thu, Jun 25, 2020 at 6:00 PM Edwin Thomas <[email-masked]>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Hi Mary,
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>              SLN-DVL-S240260
>>>>>>>> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=631818> is
>>>>>>>> already shipped , Please delete the item from LFS or create a CRA for this
>>>>>>>> item . Also do you want to cancel *SBF-BS_EXT_WH45  *item which is
>>>>>>>> not shipped yet?
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, Jun 15, 2020 at 2:09 PM Mary Anne Agapito <
>>>>>>>> [email-masked]> wrote:
>>>>>>>>
>>>>>>>>> Hi Team,
>>>>>>>>>
>>>>>>>>> Kindly delete the 2 items mentioned previously.
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Thank you
>>>>>>>>> Warm Regards,
>>>>>>>>>
>>>>>>>>> *Mary Anne Agapito*
>>>>>>>>> Customer Care Representative
>>>>>>>>> p:  +971 (0)4 4339455  │ e: [email-masked]
>>>>>>>>> <[email-masked]> │ w: www.mumzworld.com
>>>>>>>>> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design
>>>>>>>>> District, PO Box 500245, Dubai, UAE
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Mon, Jun 15, 2020 at 2:07 PM Mary Anne Agapito <
>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>
>>>>>>>>>> Hi Mostafa,
>>>>>>>>>>
>>>>>>>>>> There is another item on this order, the customer still wants it.
>>>>>>>>>> Please ship it immediately.
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> 600889668_2 SLN-DVL-S240260
>>>>>>>>>> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=631818> Silentnight
>>>>>>>>>> - Summer Duvet-240X260cm
>>>>>>>>>>
>>>>>>>>>> Since the gates have been cancelled, we will raise the refund now.
>>>>>>>>>>
>>>>>>>>>> Thank you all.
>>>>>>>>>> Warm Regards,
>>>>>>>>>>
>>>>>>>>>> *Mary Anne Agapito*
>>>>>>>>>> Customer Care Representative
>>>>>>>>>> p:  +971 (0)4 4339455  │ e: [email-masked]
>>>>>>>>>> <[email-masked]> │ w: www.mumzworld.com
>>>>>>>>>> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design
>>>>>>>>>> District, PO Box 500245, Dubai, UAE
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> On Mon, Jun 15, 2020 at 2:04 AM Mostafa Said <
>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>
>>>>>>>>>>> Hello Pankaj,
>>>>>>>>>>>
>>>>>>>>>>> the item deleted and the order sent to you again.
>>>>>>>>>>>
>>>>>>>>>>> On Mon, Jun 15, 2020 at 2:02 AM Pankaj Mahey <
>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> Dear Mostafa Said
>>>>>>>>>>>>
>>>>>>>>>>>> I revert back to your subject order through Qassim, Please
>>>>>>>>>>>> confirm once you received for delete  the item.
>>>>>>>>>>>>
>>>>>>>>>>>> Thanks
>>>>>>>>>>>> Pankaj
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> On Mon, Jun 15, 2020 at 12:10 AM Mostafa Said <
>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> +Pankaj Mahey <[email-masked]> Please return the order
>>>>>>>>>>>>> to me so I can cancel these items.
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Sun, Jun 14, 2020 at 7:15 PM Hyacinth Joyce <
>>>>>>>>>>>>> [email-masked]> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Hi team,
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Please cancel the below item from the above order no. as
>>>>>>>>>>>>>> requested by the customer.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> 600889668_2 SBF-BS_EXT_WH45
>>>>>>>>>>>>>> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=882930> Baby
>>>>>>>>>>>>>> Safe - Safety Gate Extension 45cm - White 1
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> 600889668_2 SBF-BS_EXT_WH45
>>>>>>>>>>>>>> <https://3651277.app.netsuite.com/app/common/item/item.nl?id=882930> Baby
>>>>>>>>>>>>>> Safe - Safety Gate Extension 45cm - White 1
>>>>>>>>>>>>>> Kindly let us know once done to proceed with the refund.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Thank you.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Best Regards,
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> *Joyce Alvarado*
>>>>>>>>>>>>>> Customer Care Representative
>>>>>>>>>>>>>> p:  +971 (0)4 4339455  │ e: [email-masked]
>>>>>>>>>>>>>> <[email-masked]> │ w: www.mumzworld.com
>>>>>>>>>>>>>> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai
>>>>>>>>>>>>>> Design District, PO Box 500245, Dubai, UAE
>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> --
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> --
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>> Regards,
>>>>>>>> Edwin Thomas
>>>>>>>> Netsuite Developer
>>>>>>>>
>>>>>>>