Subject: WWD -Return
From: Apoorv Joshi <[email-masked]>
To: escalations dxbteam <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Sat, 21 Dec 2019 13:08:49 -0700 (MST)

Hi Team, 

With reference to the order number: 9752317340 
Ticket ID: 188770 

Customer is saying he placed an order online for 154330357 - - Giggles Emma Baby Cradle however, the item he has received is different from what he saw at the store. We have told the customer that WWD items are not returnable once assembled however, he is persistent that someone from the store suggested him to purchase this item online and told him that these items are same. 

We escalated the same to BS Home deliver team and Sachin to take approval for the return however, was advised that since this item is used and store staff did not assist the customer to purchase this item, a return won't be acceptable. We informed the same to the customer but at this time customer has reached out to us again regarding the same return and from the order it appears that a return request has been created again on this case and Aramex has been assigned as a courier on the same. Customer also received a call from Aramex regarding the collection. 

Please advise how should we go about this as this item is WWD and return getting created with Aramex being assigned should not be possible. Also, the customer wants to know now if this will be collected since he received a call from Aramex. 

Thank you for looking into this. 

Regards, 
Apoorv 

From: "Apoorv Joshi" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]> 
Sent: Thursday, 17 October, 2019 14:56:25 
Subject: WWD -Return 

Hi Seeta, 

With reference to the ticket ID: 188770 
Order number: 9752317340 

Customer is saying he placed an order online for 154330357 - - Giggles Emma Baby Cradle however, the item he has received is different from what he saw at the store. We have told the customer that WWD items are not returnable once assembled however, he is persistent that someone from the store suggested him to purchase this item online and told him that these items are same. Customer is also threatening to file a complaint. 

Please look into this and advise. 

Regards, 
Apoorv