Subject: Re: Returns cancellation Comms - Emails
From: Saurabh Dadu <[email-masked]>
To: mustehsan.siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Seeta Seeta <[email-masked]>
Date: Tue, 5 May 2020 03:03:44 +0000

Hi Mustehsan,

I think you should find a solution to refund or issue a store credit to people who had requested the return atleast 2 - 3 days before this policy was announced by the government. We've seen a few cases where customer says he had requested return 2 - 3 weeks back.

As the return was not picked up on time by our courier, it should be considered a business fault.

https://landmarkgroupservice.freshdesk.com/a/tickets/915703 - this customer says he requested 3 days back. We have cases where customer says 15 days, and 1 month as well.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mustehsan Siddiqui <[email-masked]>
Sent: 04 May 2020 9:23 PM
To: Saurabh Dadu <[email-masked]>
Cc: Jessie Caparas <[email-masked]>
Subject: Re: Returns cancellation Comms - Emails

Thanks Saurabh.

As discussed, would be great to compile all tickets where customers have confirmed of pick up completed, as well as where they are resisting the policy. We would need these for exceptions handling.

Regards,

Mustehsan Siddiqui

From: Saurabh Dadu <[email-masked]>
Date: Monday, 4 May 2020 at 7:37 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>
Subject: Re: Returns cancellation Comms - Emails

External email sender, please take precaution.

Will have to run an automation to figure out. But if we create a rule and we run it once, we may as well close them in same rule, so don't have to duplicate

In the mean while your 19.5K Emails for this activity have been sent.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mustehsan Siddiqui <[email-masked]>
Sent: 04 May 2020 9:05 PM
To: Saurabh Dadu <[email-masked]>
Cc: Jessie Caparas <[email-masked]>
Subject: Re: Returns cancellation Comms - Emails

How many do we have?

Regards,

Mustehsan Siddiqui

From: Saurabh Dadu <[email-masked]>
Date: Monday, 4 May 2020 at 7:18 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>
Subject: Re: Returns cancellation Comms - Emails

External email sender, please take precaution.

Hi Mustehsan,

Should we close all open tickets for these Order Numbers?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mustehsan Siddiqui <[email-masked]>
Sent: 04 May 2020 3:04 PM
To: Saurabh Dadu <[email-masked]>
Cc: Jessie Caparas <[email-masked]>
Subject: Returns cancellation Comms - Emails

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

As discussed, we will be sending out e-mail comms to the customers informing them with the messages below, both Arabic & English email to be sent in the same email body.

Attached are the files containing order details both KSA & UAE, I have got the customer’ email addressed mapped against each order.

Please initiate the activity by today & let me know in case of any doubts.

--------------------------------------

Important information regarding your return request

Dear Customer

We are writing to you about your pending return request. As you may be aware, a recent official directive requires retailers to stop processing any product returns. In line with this directive, we have had to mandate a cancellation of your return request. There is no action required from your side at this point.

We understand that you may have concerns regarding this. We have been addressing potential customer concerns with the authorities as well, with a focus on the possibility of returning your item in the future. However, at this point, it is still unclear if this will be possible. Please continue to check our Frequently Asked Questions (FAQs) section, where we will continue to share the latest information as we receive updates from the authorities, to give you better clarity.

We sincerely apologise for the inconvenience and appreciate your understanding at this time. Your safety is of utmost importance to us. As a homegrown brand, we are working with the government and local authorities to ensure a smooth customer experience, in line with the directives mandated.

Be assured, that we are in this together with you and understand your concern about yourself, your families and the communities we all live in. We will closely watch the situation on the ground and keep you posted at every step.

Your Friends,

Support Team

معلومات مهمة بخصوص طلب الإرجاع الخاص بك

عزيزنا العميل

نرسل إليك هذه الرسالة بشأن طلب الإرجاع المعلّق الخاص بك. كما تعلم، فإن التوجيه الرسمي الأخير يتطلب من تجار التجزئة التوقف عن معالجة أي طلبات إرجاع للمنتجات. وتماشيًا مع هذا التوجيه، اضطررنا إلى إلغاء طلب الإرجاع الخاص بك. لا يوجد أي إجراء مطلوب من جانبك في هذه المرحلة.

نحن نتفهم أنه قد يكون لديك بعض المخاوف بشأن ذلك. نحن نقوم بمناقشة مخاوف العملاء المحتملة مع السلطات أيضًا، مع التركيز على إمكانية إرجاع المنتجات في المستقبل. ومع ذلك، خلال هذه المرحلة لا يزال من غير الواضح ما إذا كان ذلك ممكنًا. يُرجى متابعة الاطلاع على قسم الأسئلة الشائعة (مركز المساعدة)، حيث سنستمر في مشاركة أحدث المعلومات بمجرد تلقى أي تحديثات من السلطات لنوفر لك وضوحًا أفضل.

نعتذر بشدة عن الإزعاج ونقدر تفهمك في هذا الوقت. سلامتك في غاية الأهمية بالنسبة لنا. وكعلامة تجارية محلية، نحن نعمل مع الحكومة والسلطات المحلية لضمان تجربة سلسة لعملائنا بما يتماشى مع التوجيهات المطلوبة.

كن مطمئنًا أننا في هذا الأمر معك ونتفهم قلقك بشأن نفسك وعائلاتك والمجتمع الذي نعيش فيه جميعًا. سنراقب الوضع عن قرب ونطلعك في كل خطوة.

أصدقائك ،

فريق الدعم

----------------------------------------------------------

Regards,

Mustehsan Siddiqui

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com