Subject: FW: !!! IMP !!! Return not allowed.Adjust the Line item Quantities and try again.
From: Mustehsan Siddiqui <[email-masked]>
To: Ali Mkhaimer <[email-masked]>, "[email-masked]" <[email-masked]>, "Abdullah Ayad. Alani" <[email-masked]>, Seeta Seeta <[email-masked]>
Cc: Nour Hanayneh <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Mon, 5 Aug 2019 11:09:23 +0000

Hi Team,

As per the below email, if the agent come across an order which includes a “FREE GIFT”, customer would have to return the “Free Gift” as well as the item they are requesting to return. DO NOT RAISE a JIRA in this case. Rather educate the customer to return the item & the free gift.

Only raise a JIRA, when customer wants to return the item due to “BUSINESS FAULT”. In this scenario, we cannot ask him to return the free gift.

Let us know in case of any doubts.

Regards,
Mustehsan

From: Sankar T <[email-masked]>
Date: Monday, August 5, 2019 at 2:36 PM
To: Suhas Bennikal <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: "Thejaswi.Innanje" <[email-masked]>, Bahaa Al khateeb <[email-masked]>, Anouar Badri <[email-masked]>, Jishan Sahib <[email-masked]>, Sudhanshu Gandhi <[email-masked]>, Rajesh M <[email-masked]>, "parvathi.karanam" <[email-masked]>
Subject: Re: !!! IMP !!! Return not allowed.Adjust the Line item Quantities and try again.

External email sender, please take precaution.
Hi @Mustehsan Siddiqui<mailto:[email-masked]>,

Please find the sample tickets for this case.

REL-62317
REL-62438
REL-62435

Thanks,
Sankar.

From: Suhas Bennikal <[email-masked]>
Date: Monday, 5 August 2019 at 3:58 PM
To: Sankar T <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: Thejaswi Innanje <[email-masked]>, Bahaa Al khateeb <[email-masked]>, Anouar Badri <[email-masked]>, Jishan Sahib <[email-masked]>, Sudhanshu Gandhi <[email-masked]>, Rajesh M <[email-masked]>, Parvathi Karanam <[email-masked]>
Subject: Re: !!! IMP !!! Return not allowed.Adjust the Line item Quantities and try again.

Hi Sankar,

Please help Mustehsan with sample tickets, so that he can communicate to his team accordingly.

Thanks
Suhas

From: Sankar T <[email-masked]>
Date: Monday, 5 August 2019 at 3:52 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Suhas Bennikal <[email-masked]>, Thejaswi Innanje <[email-masked]>, Bahaa Al khateeb <[email-masked]>, Anouar Badri <[email-masked]>, Jishan Sahib <[email-masked]>, Sudhanshu Gandhi <[email-masked]>, Rajesh M <[email-masked]>
Subject: !!! IMP !!! Return not allowed.Adjust the Line item Quantities and try again.

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

Currently we could see sudden surge in the JIRA raised by CSD team for the below error while creating the return.

[screenshot of a cell phone  Description automatically generated]

Customer buys products using the promotion MX_OTFC_SA_14072019_KSAPromotion and gets a free gift 161470745 Trendy Adjustable Headphone with Mic and calls customer support to return the products. The CSD agent has to explain the customer that they need to return the free gift and get it included while creating the return.

Kindly let CSD agents about this process so that they can resolve the customer’s request on the spot and avoid creating JIRA tickets to us.

Please let me know for further concerns.

Thanks,
Sankar.
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