Subject: RE: KSA Last Mile - Missing/Damaged Order# 600924203_1 SKU: ASK-8702808
From: <[email-masked]>
To: "'Mohit Caleb'" <[email-masked]>, "'Muhammad Habib'" <[email-masked]>, "'Eugene Mugisa'" <[email-masked]>
Cc: "'customer care'" <[email-masked]>
Date: Thu, 23 Jul 2020 13:26:34 +0400
List-Id: <ccteam.mumzworld.com>

Hi  <mailto:[email-masked]> @Mohit Caleb, 

The customer confirmed twice on call she did not receive the item.

If it is packed correctly, then what is the next step here ?

We can not replace or refund unless we have confirmation and we have multiple cases with the same feedback which from CC perspective does not resolve the issue for the customer

Examples : INC# 1191651 SO# 600901350

 <mailto:[email-masked]> @Eugene Mugisa  Please advise here as we have multiple cases with the same outcome and no resolution.

What can we do to better this process and reach a valid resolution ? 

Best Regards,

Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked] <mailto:[email-masked]>   │ w:  <http://www.mumzworld.com/> www.mumzworld.com
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE

 

From: Mohit Caleb <[email-masked]> 
Sent: Thursday, July 23, 2020 11:16 AM
To: Radwa Ali <[email-masked]>; Muhammad Habib <[email-masked]>
Cc: Eugene Mugisa <[email-masked]>; customer care <[email-masked]>
Subject: Re: KSA Last Mile - Missing/Damaged Order# 600924203_1 SKU: ASK-8702808

Hello Radwa,

CCTV footage is only meant for an internal investigation.
We have confirmed already the Order was packed without any missing item.
we can share CCTV footage but kindly do not share with the customer.

@Muhammad Habib <mailto:[email-masked]>  - Kindly share the footage

Thanks & Regards,

On Thu, Jul 23, 2020 at 11:09 AM <[email-masked] <mailto:[email-masked]> > wrote:

Hi  <mailto:[email-masked]> @'Eugene Mugisa',

Please advise on this ? we need confirmation for the Missing item and the CCTV.

Best Regards,

Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked] <mailto:[email-masked]>   │ w:  <http://www.mumzworld.com/> 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: Wednesday, July 22, 2020 1:17 PM
To: 'Mohit Caleb' <[email-masked] <mailto:[email-masked]> >
Cc: 'customer care' <[email-masked] <mailto:[email-masked]> >; 'Eugene Mugisa' <[email-masked] <mailto:[email-masked]> >
Subject: KSA Last Mile - Missing/Damaged Order# 600924203_1 SKU: ASK-8702808

 

Hi Mohit,

Please approve sharing the CCTV footage as the order has a missing item and as per outbound this is packed correctly when the item confirmed twice she did not receive the item.

Best Regards,

Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked] <mailto:[email-masked]>   │ w:  <http://www.mumzworld.com/> www.mumzworld.com
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE

 

 

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