Subject: RE: Process Updates
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]>, "Abdullah Ayad. Alani" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Date: Sun, 1 Sep 2019 09:22:48 +0000

Thanks Saurabh.

We will do that once Urvika is in tomorrow.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Sunday, September 01, 2019 1:22 PM
To: Jessie Caparas <[email-masked]>; Seeta Seeta <[email-masked]>; Urvika Chaudhary <[email-masked]>; Abdullah Ayad. Alani <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Subject: Re: Process Updates

External email sender, please take precaution.
Hi Jessie,

We have ordered a dedicated line for you, and will be installed by Wednesday, in the mean time please feel free to call up Urvika's cell phone and discuss

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: 01 September 2019 2:48 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Abdullah Ayad. Alani <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Process Updates

Hi All,

Which number should we call to discuss the following points?

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Mustehsan Siddiqui
Sent: Thursday, August 29, 2019 5:02 PM
To: [email-masked]<mailto:[email-masked]>; Abdullah Ayad. Alani <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Ali Mkhaimer <[email-masked]<mailto:[email-masked]>>
Cc: Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: Process Updates

Hi All,

Here are few of the process updates to make life easier for customer support agents & enhance Customer Experience :

Missing item complaint (Scenario 1):

  *   Customer places an order for 5 items & complaints an item/s are missing.
  *   Agent needs to verify the number of items shipped under the consignment details in Hybris.
  *   If the consignment details shows all 5 items are shipped & customer still claims of not receiving the item, CS agent need to inform the customer that as per our details all items have been shipped & he/she should check the shipment again.
  *   In case the customer still insist of not receiving the item, the agent need to consult his/her team leader & initiate the refund process for the missing item if the value of the missing item is less than AED/SAR 100.
  *   In case the value of the claimed missing item is more than AED/SAR 100, they have to follow the regular procedure.

Missing item complaint (Scenario 2):

  *   Customer places an order for 5 items & complaints an item/s are missing.
  *   Agent needs to verify the number of items shipped under the consignment details in Hybris.
  *   If the consignment details shows only 4 pieces shipped & there is no "NIL PICK "cancellation ticket on Hybris & "Partial Cancellation" button is still active. That means item was out of stock & agent should cancel the item and inform the customer accordingly.
  *   If the agent is unable to cancel the item, then he/she would have to raise a JIRA ticket requesting cancellation for this particular item.

Damaged Item Delivered:

  *   Customer complaints about receiving a damaged product.
  *   Agent needs to follow the regular process of asking the customer to return the item for a refund. (Except Lifestyle products, as they are replacing damaged items as well)
  *   In case the value of the damaged item is less than AED/SAR 30, the agent should not create a collection.
  *   Agent needs to ask the customer to send the PICTURE of the damaged product & get the amount refunded without asking the CS to send the items back. (Only for items less than AED/SAR 20).
  *   In all cases, where the item value is more than AED/SAR 30, agent needs to follow the normal process & arrange collection for the damaged product.

Excess Item delivered:

  *   Customer ordered 5 items but received an item extra (6 items).
  *   Agent needs to confirm the value of the item of the excess item received.
  *   If the value of the excess item received is less than AED/SAR 30, agent can ask the customer to keep the extra items received.
  *   If the value of the excess item received is more than AED/SAR 30, agent needs to follow the regular process of arranging a collection.

POINTS TO BE CONSIDERED:

  *   Number of items mentioned above are for illustration purpose or samples.
  *   Before going ahead with any of these exceptions, agents needs to consult their Team Leaders.
  *   Team Leaders needs to be judgmental before approving any of these exceptions. They should check the customer history on Hybris & Freshdesk & take a judgmental call to determine if the customer is genuine & not abusing exceptions given to him/her.
  *   For any case, where a Team Leader cannot decide a final call they need to consult with the escalations team in Dubai.

One of our team member will contact both the teams to take you through the process update over a call as well.

In case of any doubts, please feel free to reach out to us. Happy assisting the customers!

Regards,

Mustehsan Siddiqui

WEB TEAM - Landmark Group

M: +971 56 473 5340

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com