Subject: RE: Open tickets - to be actioned urgently
From: Jessie Caparas <[email-masked]>
To: Malik Ismail <[email-masked]>, Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Date: Thu, 21 Nov 2019 09:20:52 +0000

Hi Malik,

Ask the agents to close some with notes highlighted in yellow.

We still have plenty of escalations with no reply – currently working on raising all of these to the SCM team for a quicker response and resolution.

Ticket ID
Subject
Status
Priority
Source
Type
Agent
Group
Created

156874
Delivery
Open
Urgent
Portal
Complaints
Shakeeb Arsalan
LiveSalesman
9/12/2019
Refund this as a voucher valid for 6 months
176738
Fwd: Order no. 6445715593 refunds
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
9/30/2019
Keep an eye on the voucher
181220
Product information
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/3/2019
2 parcel was delivered as per tracking ID 45039305290. What is the missing item? If its less than SAR 100, go ahead and refund
183553
Re: Your Click & Collect order is confirmed!
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/4/2019
Escalated to SM Concept head
186433
Delivery
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/6/2019
Escalated to LMG team & Sagaya
187970
Product damage! order 6446678720
Open
Low
Email
Complaints
Fauzan Musalman
LiveSalesman
10/7/2019
Resolved as per Sujeewa
192385
Returns
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/10/2019
Only 2 items were received:

160018264 (2 quantities)
161008318 (1)

Recreate RMA to refund these 2.
194775
لقد وصلتني الشحنة ناقصة
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/12/2019
Checking with LS RDC WH
199999
late delivery
Open
Low
Outbound Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/16/2019
Checking with Aramex again
200415
Promotions or Gift Vouchers
Open
Low
Portal
Store Inquiries
Apoorv Joshi
LiveSalesman
10/17/2019
Email customer that someone will be in touch related to this complaint
202123
Delivery
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/19/2019
Checking with BS team Saumya
202165
Delivery
Open
Low
Portal
Post Order Inquiry
Apoorv Joshi
LiveSalesman
10/19/2019
Checking with LMG delivery team
202204
Click & Collect
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/19/2019
Checking with Sagaya
202991
It's strange
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/19/2019
Checking with Sagaya
203946
Click & Collect
Open
Low
Portal
Post Order Inquiry
Apoorv Joshi
LiveSalesman
10/20/2019
Checking with Qazi
206008
Returns
Open
Low
Portal
Complaints
Shakeeb Arsalan
LiveSalesman
10/21/2019
Escalate this to the BS team who is suppose to collect the return
207820
payment issue
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/23/2019
Checking with Sagaya
208013
Cancel order #6635630374
Open
Low
Outbound Email
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/23/2019
Re-escalated to JIRA
209279
استرداد مبلغ
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/24/2019
​Refund done - email the customer and close the case
211036
Handover product to Fetcher service
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/26/2019
Raised to JIRA
211503
order number is 6448685513
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/26/2019
pick up completed
211961
6445027019-34125915995775-Refund to be processed
Open
Low
Phone
Complaints
Apoorv Joshi
LiveSalesman
10/27/2019
Raised to JIRA
213626
Delivery
Open
Low
Portal
Complaints
Shakeeb Arsalan
LiveSalesman
10/27/2019
Checking with Saumya
218238
Delivery
Open
Low
Portal
Complaints
Shakeeb Arsalan
LiveSalesman
10/29/2019
Checking with Jeddah Team
218581
Update mobile No. Order #6449333472
Open
Low
Outbound Email
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/29/2019
Checking with Sagaya
218777
Product information
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/29/2019
Checking with Saumya
218838
Delivery
Open
Low
Portal
Complaints
Apoorv Joshi
LiveSalesman
10/29/2019
Checking with Sagaya
220075
طلبيتي لم تصل
Open
Low
Email
Post Order Inquiry
Fauzan Musalman
LiveSalesman
10/30/2019
Checking with Sagaya
221198
Delivery
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/31/2019
Checking with Sagaya
221475
Delivery
Open
Low
Portal
Post Order Inquiry
Shakeeb Arsalan
LiveSalesman
10/31/2019
Checking with Saumya

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

From: Jessie Caparas
Sent: Thursday, November 21, 2019 10:13 AM
To: Malik Ismail <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Subject: Open tickets - to be actioned urgently
Importance: High

Hi Malik,

Here is the current count of open tickets.

I’m currently reviewing pending tickets for September and October and ill share another sheet shortly.

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

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