Subject: Fw: Blanket approval for refund processing
From: Jessie Caparas <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Thu, 22 Aug 2019 10:23:34 +0000

________________________________
From: Humair Jawaid <[email-masked]>
Sent: Monday, March 4, 2019 12:19 AM
To: Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>
Subject: FW: Blanket approval for refund processing

FYI – Nigg’a & Nagetts

Humair Jawaid
WEB TEAM - Landmark Group Ext. 2091

From: Amarpreet Sohal
Sent: Monday, February 18, 2019 6:23 AM
To: Shriram Srinivasan <[email-masked]>
Cc: Danielle Dawson <[email-masked]>
Subject: Re: Blanket approval for refund processing

Ok.
Please proceed and keep a weekly check to ensure no misuse is there
Get Outlook for Android<https://aka.ms/ghei36>

________________________________
From: Shriram Srinivasan
Sent: Sunday, February 17, 2019 7:20:37 AM
To: Amarpreet Sohal
Cc: Danielle Dawson
Subject: RE: Blanket approval for refund processing

Hi Amar,

Good afternoon!

Thanks for the support. The explanation for Point 5(RMA not processed (processed in the warehouse but not processed in Hybris)) is below.

RMA(Returned Merchandise Authorization) is a process when the physical merchandise is returned by the customer and received by Warehouse, the same gets inwarded in WMS system used by the DC team. This data then flows from WMS to Hibris which then gets updated against the customer order. The completion of this updation in Hibris triggers the refund process. Sometimes, the data doesn’t flow between WMS and Hibris. In this case a request is sent to IT to manually initiate the data flow between WMS and Hibris. The customer care team raises the request with IT and the request requires an approval from the E-commerce team.

If we could provide a blanket approval for refunds below AED100 or AED 50, this could reduce the to and fro communication and the time involved in the process. Kindly let me know your thoughts on this and we can amend the final blanket approval list accordingly.

Have a great day.

Regards,
Shriram Srinivasan

From: Amarpreet Sohal
Sent: Thursday, February 14, 2019 6:48 PM
To: Shriram Srinivasan <[email-masked]<mailto:[email-masked]>>
Cc: Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>; Danielle Dawson <[email-masked]<mailto:[email-masked]>>; Abhishek Makhija <[email-masked]<mailto:[email-masked]>>; Shiva Prasad Vishwanatha <[email-masked]<mailto:[email-masked]>>; Siddharth Kumar <[email-masked]<mailto:[email-masked]>>; Nashid Abdulnazar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Blanket approval for refund processing

Dear Shriram

My comments in Red.

I’m all in for friction free customer experience .

Please start with this and kindly monitor once a week for 4 weeks, then do it every fortnight  for 2 months and then we can start tracking it monthly.

In between we can keep analyzing if we need to make modifications / amendments

Cheers

Amar

From: Shriram Srinivasan <[email-masked]<mailto:[email-masked]>>
Date: Thursday, February 14, 2019 at 6:33 PM
To: Amarpreet Sohal <[email-masked]<mailto:[email-masked]>>
Cc: Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>, Danielle Dawson <[email-masked]<mailto:[email-masked]>>
Subject: Blanket approval for refund processing

Hi Amar,

Good evening!

As discussed, please find the reason codes and explanations that require manual approval related to refunds. On a regular day 10-15% of the calls are related to refund and on peak period the mix goes up to 20%.  A significant portion of these calls(approx.15%) requires manual approval.

By offering a blanket approval, we would be able to facilitate better TAT in handling these calls. I would really appreciate if you could review the blanket approvals below and provide your approval or suggest amendments if required.

Reason code
Explanation of reason code
Blanket Approval
Missing items
Customer claims that the item is not received but the warehouse/courier says it has not been missed out
Provide refund without escalation for refund value below AED 100. Missing unit is below 30 AED or SAR
Price discrepancy
Item on a discount but the base price is reflected on the order – normally a tech issue
Provide refund without escalation for refund value below AED 100. OK
Shipping charges
Business fault cases wherein the shipping fee needs to be manually refunded
Provide refund without escalation if the cause of refund is due to mistake from the business end. OK
Damaged items
Customer receives a damaged product and warehouse doesn’t have a replacement product
Provide refund without escalation for refund value below AED 150. OK
RMA not processed (processed in the warehouse but not processed in Hybris)
The returned merchandise is picked from customer and received by the warehouse in the system, but the data have not flown to Hybris
Blanket approval for IT to process the RMA flow to Hybris for merchandise value below AED100. <Difficult to understand. If we can discuss and I understand would like to find a solution >

Regards,
Shriram Srinivasan

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