Subject: Knowledge Test Mar LSM
From: Malik Ismail <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, seeta.seeta <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Thu, 15 Apr 2021 18:19:29 +0000

Hi Team,

PFA results for the knowledge test.

  *   As discussed high rate for mistakes related to complaints of missing items ,WWD late shipping cases & C&C RVP.
  *   For missing items :

  1.  no need to check with WH if item shipped or not as confirmation can be done through oracle BI.
  2.  If item not available on the consignments it mean should be cancel by IT team. Child ticket to be assigned to @Escalations Dxbteam<mailto:[email-masked]>
  3.  The agent can check partial cancellation button to check if there is items pending for cancellation.

  *   For WWD late shipping : no need to create any child ticket. Direct mail should be sent to the WWD team for the designated area.
  *   For C&C RVP : only if email ID is correct we can raise JIRA to re-send the link to customer update his address. Otherwise , we can push customers to return through stores or as exceptions we can update the system so that the customer can return to the store.
  *   Please do refresher for the agents for above points.

Regards,
Malik Ismail
Web Team | Landmark Group
T: +97145172086

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