Subject: Re: 5% Bonus not received in the refund Member ID - PUZ49ETRM
From: Ann Margareth Angeles <[email-masked]>
To: Customer Support <[email-masked]>, Pritish Nandi <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: utuTaxfree Support <[email-masked]>
Date: Tue, 26 Jul 2022 03:08:24 +0000

Hi Pritish,

Please kindly draft the response to the member and send to me for review:

First, explain how the 5% works.

How the 5% works?

  *   His tax refund of €1,179.75 will be converted to his home currency, and utu will apply the additional 5% to his converted tax refund

Refer to FAQ: How the 5% works

What we will do?

  *   We will make the necessary corrections to ensure that the message is explained clearly on all our communications.
  *   We apologise for the unclear explanation, and we will honour the additional 5% for his €1,179.75, which is equivalent to € 1238.74 for this time. We will processed the difference within 7 to 10 business days.
  *   We appreciate his understanding, and his feedback will help us continue to improve and provide better service to our customers.

Best regards,

Ann

From: Customer Support <[email-masked]>
Date: Monday, 25 July 2022 at 2:48 PM
To: utuTaxfree Support <[email-masked]>
Cc: Ann Margareth Angeles <[email-masked]>
Subject: 5% Bonus not received in the refund Member ID - PUZ49ETRM

Dear Team,

The following customer has not received his 5 % bonus along with the refund that was processed on 17/07/2022.

He has only received an amount of €1,179.75 which is the amount he spent.

Kindly investigate on this and let us know.

Below are the customer details

Name - Liew Teik Yong

Member ID - PUZ49ETRM

Email address - [email-masked]

Country of Residence - Singapore

Member since - 28/06/2022

Membership tier - Traveller

Looking forward to hear from you.

Best Regards
Anish