Subject: RE: Missing Item Policy Evaluation
From: Mohd Imran <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Sat, 29 Aug 2020 12:33:16 +0000

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

This case was already escalated by Seeta and this was a manual error from agent’s end.

Feedback is already shared with agents.

Regards
Imran

From: Apoorv Joshi <[email-masked]>
Sent: Friday, August 28, 2020 5:50 PM
To: Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]>
Cc: seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Subject: Missing Item Policy Evaluation
Importance: High

External email sender, please take precaution.
Hi Jessie/Imran,

We are writing this to you to bring another case to your attention where the customer reported to us that they have ordered one item which is a set of 5 items but they only received a set of 4 instead of set of 5.

Since the item value was less than AED 30, we asked the customer to keep the item and we requested for a refund under REL-111598. The customer later contacted the call centre and they again deleted the RMA which was created by us and arranged the collection for the item, now the item is collected and delivered to our warehouse and a refund is already processed for the same which is great but this is creating a discrepancy in the Missing Item policy for us. Also, due to this the customer is getting confused.

We request you to please re-evaluate the missing item policy so, such scenarios does not occur which may create further confusions for the customer and as well as our agents.

The customer registered phone number is: +971547087345

Thank you for looking into this.

Regards,
Apoorv
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