Subject: RE: Refund approval - 6484605851
From: Jessie Caparas <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: seeta.seeta <[email-masked]>, Asjad Hussain <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Thu, 27 Aug 2020 08:38:21 +0000

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

Find the attached approval

From: Apoorv Joshi <[email-masked]>
Sent: Wednesday, August 26, 2020 4:51 PM
To: Jessie Caparas <[email-masked]>
Cc: seeta.seeta <[email-masked]>; Asjad Hussain <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: Refund approval - 6484605851

External email sender, please take precaution.
Hi Jessie,

The breakdown of the items concept wise and the total amount are following:

Concept: Splash

1) 161963849 - - Set of 5 - Printed Hipster Briefs with Elasticised Waistband - SAR45.00
2) 162177512 - - Solid Padded T-shirt Bra with Hook and Eye Closure Units - SAR24.00
3) 161963864 - - Set of 5 - Assorted High Leg Briefs with Lace Detail - SAR45.00
4) 162150272 - - Set of 2 - Plain Padded Bra with Hook and Eye Closure - SAR69.00
5) 162299485 - - Lace Padded Bra with Briefs - SAR69.00
6) 162298208 - - Set of 2 - Assorted Padded Plunge Bra with Hook and Eye Closure - SAR49.00
7)  162177584 - - Solid Padded T-shirt Bra with Hook and Eye Closure - SAR24.00
8)  162298204 - - Set of 2 - Assorted Padded Plunge Bra with Hook and Eye Closure - SAR49.00

Total Amount: SAR 374

Concept: shoe express
1) 162298319 - - Cross Strap Slip-On Slide Sandals - SAR 89.00
2)162319119 - - Ankle Strap Sandals with Block Heels and Buckle Closure - SAR 80.00

Total Amount: SAR 169

Concept: Banyshop
1)  162215926 - - Iconic Printed Shorts with Pocket Detail and Belt Loops - SAR 79.00
2)162215815 - - Iconic Printed Shirt with Spread Collar and Short Sleeves - SAR 79.00

Total Amount: SAR 158

Concept:  Lifestyle

1) 158304596 - - NYX Professional Make Up Liquid Suede Cream Lipstick - SAR2.00

Total Amount:  SAR2.00

Please look into this and advise. Thank you for your help!

Regards,
Apoorv

________________________________
From: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>
Cc: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Asjad Hussain" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Escalations Dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 20 August, 2020 11:47:12
Subject: RE: Refund approval./ 6484605851

Hi Seeta,

Can you please share the breakdown of the item concept wise and the total?

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, August 19, 2020 5:35 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; asjad hussain <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund approval./ 6484605851

External email sender, please take precaution.
Hi Team,

Can you please assist us in the below case.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "asjad hussain" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Cc: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, August 18, 2020 7:24:12 PM
Subject: Refund approval./ 6484605851

Hi Team

Problem Statement: Refund approval.

Ticket ID: 1054150
Order Date: 04/21/2020
Order ID: 6484605851
Tracking ID: S001005236191
Total Price: SAR 632.90.

Issue Description: The customer is denying receiving his order,However, it show's to us the order was delivered on 05/20/2020 whether on Hybris and Shipa tracking site.

We mailed the courier partner (shipa) many times requesting for POD, the have replied to us only on 07/26/2020 asking as for customer number while the fist mail we have sent to them was on 05/22/2020.

We requested them to return the consignment to our end ASAp, as customer no longer wants his order and there response was that the order was delivered on 05/20/2020

Note: The customer number is  503905326, While he put 583905326 as his number when he placed the order.

Case history: The customer emailed us for the first time on 05/17/2020, complaining of late delivery, once we track the consignment it shows the order has been delivered to the customer on 05/20/2020,

The agent mailed the case to Shipa Team for the fist time requesting the for POD on 05/22/2020, Again the case has been mailed to the shipa team on 05/30/2020,

When there were no response the agent has escalated the case to the internal team. and Shipa team response was they will check and get back to us.

The Customer came back to us and claiming his refund, We have mailed Shipa support team on 07/09/2020,

On 07/26/2020, Shipa SUpport team has replied to our mail on 07/26/2020 asking for customer Number, and we have replied back on 05/27/2020 asking them to return the shipment to our end ASAP.

On 05/27/2020 we got email form Shipa team informing us the order has been handed to the customer back on 20/05/2020

Customer's history: This is the first order for the customer.

Assistance required: We request you to provide refund approval in order to have the customer refunded manually and close the issue.

Thanks & Regards,
asjad

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<http://www.landmarkgroup.com>

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

Subject: Re: Refund approval//6484605851
From: Bhaskar Mandelia <[email-masked]>
To: Ritesh Sharma <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Ayaz <[email-masked]>, Ramesh Gottimukkala <[email-masked]>, Sanjana Suresh <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, "Alexander Gomes" <[email-masked]>
Date: Thu, 27 Aug 2020 08:27:07 +0000

Hi @Ramesh Gottimukkala<mailto:[email-masked]> - we need to be able to share RCA with the teams more frequently to close cases. Please take a note on the feedback from business.

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7Cc37c1cb95e3b42e7a15d08d84a62fc64%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637341136282508740&sdata=Yd%2BYBdsgmfHgys2FzjqwZFjAPoW5ZrRxJ3LU9%2FQ%2BKpY%3D&reserved=0>

  _____

From: Ritesh Sharma <[email-masked]>
Sent: Thursday, August 27, 2020, 13:54
To: Jessie Caparas; Mohammad Ayaz; Ramesh Gottimukkala; Sanjana Suresh; Bhaskar Mandelia
Cc: Escalations Dxbteam
Subject: RE: Refund approval//6484605851

Hi @Jessie<mailto:[email-masked]> – go ahead.

@Sanjana<mailto:[email-masked]> – Hope we’re keeping a tab on all such incidents.

Also, as a feedback, I’ve never heard back from KSA LM team on such tickets.

The problem is almost not existent in other territories but for some reason KSA is a black box for us.

We inadvertently approve all such manual refund cases without getting the proper RCA.

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

--

Thanks and Regards,

<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.centrepointstores.com%2F&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7Cc37c1cb95e3b42e7a15d08d84a62fc64%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637341136282508740&sdata=estbMgXSK9q3RJ7R2pgkwDIxaengt3DMOWy2atxWUbU%3D&reserved=0>

From: Jessie Caparas <[email-masked]>
Sent: Thursday, August 27, 2020 12:02 PM
To: Ritesh Sharma <[email-masked]>; Mohammad Ayaz <[email-masked]>; Ramesh Gottimukkala <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: RE: Refund approval//6484605851
Importance: High

@Ritesh Sharma<mailto:[email-masked]>  a kind reminder on the below concern.

From: Jessie Caparas
Sent: Thursday, August 6, 2020 2:37 PM
To: Ritesh Sharma <[email-masked]<mailto:[email-masked]>>; Mohammad Ayaz <[email-masked]<mailto:[email-masked]>>; Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: FW: Refund approval//6484605851
Importance: High

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

Please advise if we can go ahead and refund the below order.

It has been updated as delivered, however customer claims it hasn’t been delivered.

Delivery partner never got back to us with the POD

FYI @Mohammad Ayaz<mailto:[email-masked]> @Ramesh Gottimukkala<mailto:[email-masked]>

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, August 6, 2020 1:06 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Mohammad Shafeeque <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Refund approval//6484605851

External email sender, please take precaution.

Hi Team,

Can you please assist us in the below case.

Thanks & Regards,
Seeta Kunwar

  _____

From: "Mohammad Shafeeque" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 6 August, 2020 10:52:33
Subject: Refund approval.

Hi Team

Problem Statement: Refund approval.

Ticket ID: 1054150
Order Date: 04/21/2020
Order ID: 6484605851
Tracking ID: S001005236191
Total Price: SAR 632.90.

Issue Description: The customer is denying receiving his order,However, it show's to us the order was delivered on 05/20/2020 whether on Hybris and Shipa tracking site.

We mailed the courier partner (shipa) many times requesting for POD, the have replied to us only on 07/26/2020 asking as for customer number while the fist mail we have sent to them was on 05/22/2020.We requested them to return the consignment to our end ASAp, as customer no longer wants his order and there response was that the order was delivered on 05/20/2020

Note: The customer number is  503905326, While he put 583905326 as his number when he placed the order.

Case history: The customer emailed us for the first time on 05/17/2020, complaining of late delivery, once we track the consignment it shows the order has been delivered to the customer on 05/20/2020,

The agent mailed the case to Shipa Team for the fist time requesting the for POD on 05/22/2020, Again the case has been mailed to the shipa team on 05/30/2020,When there were no response the agent has escalated the case to the internal team. and Shipa team response was they will check and get back to us.

The Customer came back to us and claiming his refund, We have mailed Shipa support team on 07/09/2020,On 07/26/2020, Shipa SUpport team has replied to our mail on 07/26/2020 asking for customer Number, and we have replied back on 05/27/2020 asking them to return the shipment to our end ASAP.

On 05/27/2020 we got email form Shipa team informing us the order has been handed to the customer back on 20/05/2020

Customer's history: This is the first order for the customer.

Assistance required: We request you to provide refund approval in order to have the customer refunded manually and close the issue.

Thanks & Regards,
Musaab Hussein