Subject: Re: Manual Refund Comms - KSA
From: Saurabh Dadu <[email-masked]>
To: mustehsan.siddiqui <[email-masked]>, surender aggarwal <[email-masked]>, Ashish Dabral <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Seeta Seeta <[email-masked]>
Date: Tue, 2 Jun 2020 08:16:08 +0000

Dear Mustehsan

Please coordinate directly with Surender. His phone number is +91 95558 58032

I am not in a position to help right now

Regards,

Saurabh Dadu
LiveSalesman

On Jun 2, 2020, at 11:44 AM, Mustehsan Siddiqui <[email-masked]> wrote:

Hi Saurabh,

Looks like bulk emails have been sent out yesterday, thanks. We have a doubt though – can you check a sample ticket below & confirm if the right email content has been sent to the customers?

For instance the ticket below has the correct subject line but content seems to be different, why is that? Please check & confirm on priority.

Regards,
Mustehsan Siddiqui

From: Mustehsan Siddiqui <[email-masked]>
Date: Monday, 1 June 2020 at 2:46 PM
To: Saurabh Dadu <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>
Subject: Manual Refund Comms - KSA

Hi Saurabh,

As discussed, we need to send out email communications to the customers in the attached sheet. These are for KSA customers only, sheet attached with email IDs & concept segregation. Please ensure we send it correctly as per the relevant concept against each line items.

We have processed refund for more than 6K shipments as per the directive from ministry & we need to send out the comms below –

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

Subject - Important update regarding your order – Refund initiated

Dear Customer,

We are writing to you about your recent order. As you know, due to the current COVID-19 situation, our stores are partially or completely shut. This had led to an unprecedented amount of online orders and, unfortunately resulting to delays in our deliveries. We’re aware of the inconvenience this would have caused you.

Unfortunately, our partners won’t be able to deliver your order, therefore a recent directive from the CITC requires us to cancel your existing order placed before 30th April and promptly issue a refund. Effective 1st June, we have initiated this cancellation process and rest assured there is no action required from your side. Please kindly allow 14 days for the refund to be credited to your account.

We sincerely apologise for the inconvenience caused and appreciate your understanding at this time. Thank you for your patience as our teams continue to work hard to process the refunds owing to the Government mandate.

Should you have any urgent queries regarding this, please reach out to our customer service via our online help centre.
Your Friends,
Support Team

عزيزنا العميل،

نكتب إليك بخصوص طلبك الأخير. كما تعلم، بسبب وضع كوفيد-19 الحالي، يتم إغلاق متاجرنا جزئيًا أو كليًا. وقد أدى ذلك إلى كمية غير مسبوقة من الطلبات عبر الإنترنت، ولسوء الحظ نتج عنها تأخيرات في عمليات التسليم. نحن على دراية بالإزعاج الذي قد يتسبب فيه ذلك.

لسوء الحظ، لن يتمكن شركاؤنا من تسليم طلبك، وبالتالي فإن التوجيه الصادر من هيئة الاتصالات وتقنية المعلومات يتطلب منا إلغاء طلبك الحالي الذي تم تقديمه قبل 30 أبريل وبدء ردّ الأموال على الفور. اعتبارًا من 1 يونيو، بدأنا عملية الإلغاء هذه وتأكد من عدم وجود إجراء مطلوب من جانبك. يُرجى التكرم بانتظار 14 يومًا حتى يتم رد المبلغ إلى حسابك.

نعتذر بشدة عن الإزعاج الذي نتسبب به ونقدر تفهّمك في الوقت الحالي. نشكرك على صبرك بينما يواصل فريقنا العمل بجدّ لمعالجة المبالغ المستردة بسبب الأمر الرسمي الحكومي.

إذا كان لديك أي استفسارات عاجلة بخصوص ذلك، فيرجى التواصل مع خدمة العملاء عبر مركز المساعدة أونلاين

أصدقائك ،
فريق الدعم

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

Please reach out to us in case of any clarifications.

Regards,
Mustehsan Siddiqui
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