Subject: Fwd: Post SVI Escalation Matrix for KSA
From: Seeta Seeta <[email-masked]>
To: Ribhu Vrat <[email-masked]>, Rajan Verma <[email-masked]>, Abhishek Chugg <[email-masked]>, Kavish Sharma <[email-masked]>, Ahmad Daher <[email-masked]>, Mohammed Obiedo <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Rayan Suliman <[email-masked]>, Muhammad Shameer <[email-masked]>
Date: Mon, 12 Aug 2019 03:00:57 -0700 (MST)

Hi All, 

Please go through with the below email. 

Kind Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Abdullah" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]> 
Sent: Thursday, 8 August, 2019 16:06:35 
Subject: FW: Post SVI Escalation Matrix for KSA 

Hi Both, 

Please find the attached updated escalation matrix for KSA. 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

From: Suvadeep Saha 
Sent: Thursday, August 08, 2019 10:41 AM 
To: Jessie Caparas <[email-masked]>; Escalations Dxbteam <[email-masked]>; Ismail Nosseir <[email-masked]>; Ismail Aboukhater <[email-masked]>; Arnel Navor <[email-masked]>; Abhilash Kuttalam <[email-masked]>; Momen Elmassry <[email-masked]>; Hisham Hamdy <[email-masked]>; Tarek Mohamedali <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Sachin Maheshwari <[email-masked]>; Momen Elmassry <[email-masked]>; Yahia Taha <[email-masked]> 
Cc: Hamza Hafeez <[email-masked]>; Chester Dsouza <[email-masked]>; Escalations Dxbteam <[email-masked]>; Tejasvie Vemuri <[email-masked]>; Lalit Ratnala <[email-masked]>; Sree Adhikessavan <[email-masked]>; Ksaconloc Ops <[email-masked]>; Ksaclick&collect Rydconloc <[email-masked]>; Ramesh Gottimukkala <[email-masked]>; Mazen Massalkhi <[email-masked]>; Subhabrata Mandal <[email-masked]>; Vishal Arora <[email-masked]>; Tarun Kumar Jain <[email-masked]>; Sidhartha Bhimania <[email-masked]>; Parvez Khan <[email-masked]>; Srimal Kurera <[email-masked]>; AbdulkhaderMayaddi <[email-masked]>; Raghu Pillai <[email-masked]>; Maxwhryd Ecom <[email-masked]>; Ksaconloc Ops <[email-masked]>; Ksaclick&collect Rydconloc <[email-masked]>; Ksaconloc Returns <[email-masked]>; Aniket Mhangore <[email-masked]>; Santoshkumar Singh <[email-masked]>; Vinod Sharma <[email-masked]>; Navaz Nt <[email-masked]>; Kanteeban Singaravelu <[email-masked]>; Jed Conlocops1 <[email-masked]>; Jed Conlocops2 <[email-masked]>; Prem Gurung <[email-masked]> 
Subject: Post SVI Escalation Matrix for KSA 

Dear CS team, 

Pls find below POST SVI new escalation matrix for KSA. Kindly inform your team to follow this matrix for on time resolution. 

Thanks & Regards, 

Suvadeep Saha 

Ecom-OPS 

Mobile: +966 540227971 

EXT - 4641 

From: Suvadeep Saha 
Sent: Thursday, April 11, 2019 10:28 AM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Imran < [ mailto:[email-masked] | [email-masked] ] >; Abhishek Anand < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Aboeldahab < [ mailto:[email-masked] | [email-masked] ] >; Ismail Nosseir < [ mailto:[email-masked] | [email-masked] ] >; Ismail Aboukhater < [ mailto:[email-masked] | [email-masked] ] >; Arnel Navor < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hamza Hafeez < [ mailto:[email-masked] | [email-masked] ] >; Chester Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Tejasvie Vemuri < [ mailto:[email-masked] | [email-masked] ] >; Lalit Ratnala < [ mailto:[email-masked] | [email-masked] ] >; Sree Adhikessavan < [ mailto:[email-masked] | [email-masked] ] >; Ksaconloc Ops < [ mailto:[email-masked] | [email-masked] ] >; Ksaclick&collect Rydconloc < [ mailto:[email-masked] | [email-masked] ] >; Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Escalation Matrix for KSA 

Dear Team, 

Kindly be informed that currently escalation are not addressed to concerned team resulting in delay in response. Below find the escalation matrix. 

	

Concept 	

SPOC 	

Escalation 1 	

Escalation 2 	

Escalation 2 Click & Collect 	

Escalation 3 	

Escalation 4 

MX 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

	

SP 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

	

BS 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 

LS 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

	

SM 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

	

HC 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

	

HB 	

[ mailto:[email-masked] | [email-masked] ] 	

[ mailto:[email-masked] | [email-masked] ] 	

Thanks & Regards, 

Suvadeep Saha 

Ecom-OPS 

Mobile: +966 540227971 

From: Aniket Mhangore 
Sent: Thursday, April 11, 2019 8:52 AM 
To: Jessie Caparas; Mohammed Imran; Abhishek Anand; Sree Adhikessavan; Suvadeep Saha 
Cc: Hamza Hafeez; Chester Dsouza; Escalations Dxbteam 
Subject: RE: Returned Item Missing - 6622253670 

Dear Suvadeep/Adhi, 

Can you please look into this… 

Thanks & Regards, 

Aniket… 

+966-503211083 

From: Jessie Caparas 
Sent: Thursday, April 11, 2019 8:34 AM 
To: Mohammed Imran < [ mailto:[email-masked] | [email-masked] ] >; Abhishek Anand < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hamza Hafeez < [ mailto:[email-masked] | [email-masked] ] >; Chester Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Aniket Mhangore < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Returned Item Missing - 6622253670 
Importance: High 

Hi Mohammed, 

Good morning. 

Any update on this? 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

From: Mohammed Imran 
Sent: Wednesday, April 10, 2019 12:04 PM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Abhishek Anand < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hamza Hafeez < [ mailto:[email-masked] | [email-masked] ] >; Chester Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Aniket Mhangore < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Returned Item Missing - 6622253670 

Hi Jessie, 

We have escalated this issue to the concerned in SCM. Expecting a reply very soon. 

Thanks & Regards! 

Mohammed Imran 

Shoemart KSA 
0559231584 
3818 

From: Jessie Caparas 
Sent: Wednesday, April 10, 2019 10:00 AM 
To: Abhishek Anand < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Imran < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hamza Hafeez < [ mailto:[email-masked] | [email-masked] ] >; Chester Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Returned Item Missing - 6622253670 
Importance: High 

Hi Abhishek, 

We are still not getting any reply. 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

From: Abhishek Anand 
Sent: Tuesday, April 09, 2019 3:43 PM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Imran < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hamza Hafeez < [ mailto:[email-masked] | [email-masked] ] >; Chester Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Returned Item Missing - 6622253670 

Looping In [ mailto:[email-masked] | 
@Mohammed Imran ] 

Hi Imran, Please can you look into this matter without any delay as the WH Team is not responding if the ARAMEX Shipment has been received, Due to which Refund can not be processed. 

Abhishek Anand 

e-Commerce Merchandiser 

Landmark Tower, Dubai Marina, Dubai, P.O.Box 25030, United Arab Emirates 

Tel: +971 4 517-3208 Mobile: +971 56 482 3699 

Shop online at: [ http://www.shoemartstores.com/ | www.shoemartstores.com ] 

[ https://www.facebook.com/ShoeMartGulf ] [ https://www.instagram.com/shoemartme ] [ https://www.youtube.com/user/shoemartgulf ] 

From: Jessie Caparas 
Sent: Tuesday, April 9, 2019 3:10 PM 
To: Abhishek Anand < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hamza Hafeez < [ mailto:[email-masked] | [email-masked] ] >; Chester Dsouza < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Returned Item Missing - 6622253670 

Hi Abhishek, 

We have another case here of a returned item for KSA. 

According to Aramex, the item was returned to us – 44612434436, however, the warehouse has not received it and no one is replying from their side since Feb. as escalated by customer service. 

The returned item is 159908069 - - Stride Rite Printed Shoes worth SAR 84. 

Please check and advise. The customer has been constantly calling to get a refund. 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

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