Subject: RE: Issue with orders
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Seeta Seeta <[email-masked]>, Escalations Dxbteam <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Saurabh <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Thu, 31 Oct 2019 12:07:47 +0000

Cehcking

From: Seeta Seeta <[email-masked]>
Sent: Wednesday, October 30, 2019 7:55 PM
To: Escalations Dxbteam <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Saurabh <[email-masked]>; Urvika Chaudhary <[email-masked]>
Subject: Issue with orders
Importance: High

External email sender, please take precaution.
Hi Team,

From last few days we are receiving the customer's emails where they are complaining about few things. Like they are unable to do the return or exchange, they have received a message from courier team to collect the item, some of them are complaining about the delivery guy.

But when we are checking all those cases on hybris the order status is showing " SUBMITTED TO WAREHOUSE or IN PROGRESS" and under consignment section the tracking number is LMG with READY TO SHIPPED.

Examples:

Status is ready to shipped and customer already received the order
Ticket Number : 219500,Order number : 6449053467, Tracking ID : 644905346722999991

In this case customer is complaining about the delivery person
Ticket Number : 219152,Order NO : 9758638367,Tracking ID : 975863836710020001

In this case customer is complaining that SMSA team is asking him to collect the order from there office.
Tickets Number :219884,Order Number: 6449275342, Tracking ID : 644927534223999991

In this case customer is complaining about the Aramex team as she is waiting for her shipment but they have updated on there system customer was not available.
Tickets Number : 219945, Order No : 9758615454, Tracking ID : 975861545410060001

In this case customer is asking whether return can be possible or not but we are unable to inform the customer about the same, as the status is submitted to warehouse.
Tickets Number : 220621, Order No : 9758730567, Tracking ID : 975873056710050001

Due to this issue we are unable to assist the customer properly as we don't have the proper information on the hybris, I request you to check these cases on priority basis, so we can get the solution on this.

Please let me know if you have any confusion on this.

Regards,
Seeta Kunwar
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