Subject: BASICXX - Details
From: Subir Chakma <[email-masked]>
To: "Eman Sharafeldein" <[email-masked]>, "Mahir Lubbad" <[email-masked]>, "Soumaya Zahiri" <[email-masked]>, "Subir Chakma" <[email-masked]>, [email-masked]
Date: Thu, 21 Jan 2016 22:34:11 +0530 (IST)

File attached: 

    * SMSA return form 
    * Spreadsheet format to record Pending payment calls summary 

Payment Pending 

Check every day for such orders where the payment did not go through due to payment problem. We have to call the customers immediately to know the problem they are having with the payment. Try to troubleshoot the payment error, and if it does not work, you can recommend COD. 

Incase the customer wants to pay using Credit/debit card then take all the details to escalate further with the error message. Send it to Jitesh (Basicxx Client) 

Secondly, all Pending Payment calls must be logged in a spreadsheet and send to Subir at end of your shift on zimbra . 

Return policy 
: 
For all return request to SMSA, please find the attach form which you need to fill up and send it to SMSA. 

You need to send the attached return request form to- 

[email-masked] 
[email-masked] 

And CC 

[email-masked] 

The attached form will ask you for the customer details and pick-up address and item details. This is something you can see in customer account and reconfirm with customer. 

Also, it ask for Delivery Address- which should be Basicxx warehouse address. Please find the address below- 

Basicxx Warehouse 

Old Al-Kharj road 

Iskan-1 

Dar-al-Baida 

Riyadh -11413 

Saudi Arabia 
Basicxx Warehouse 
Old Al-Kharj road 
Iskan-1 
Dar-al-Baida 
Riyadh -11413 
Saudi Arabia 

This is a completely change of return procedure. Please understand and follow it moving forward. 

Basicxx Contact Details 

Email: [email-masked] 
Phone (Toll free number) : 920007580 

Location of the company 

Basicxx Warehouse 

Old Al-Kharj road 

Iskan-1 

Dar-al-Baida 

Riyadh -11413 

Saudi Arabia 

Email template 

Dear XYZ, 

Welcome to Basicxx. 

(Message of the email) 

Best Regards, 

Agent name 
Basicxx Support 

Ticket Closure procedure 

Submit as Pending- When the case is pending from customer, or from Basicxx side. 
Submit as Solved- When the case is resolved. No further follow up is needed on the case. 

Note: 

For all Arabic emails it is mandatory to put a note in English of- 
-What the customer wrote 
-What your response is 

SMSA Contact for any in-transit Issues with the shipments 

[email-masked] 
[email-masked] 

And CC 

[email-masked] 

Wrong items Delivered 

You must get the following details from customer incase he/she receives wrong item. 

- Which specific item/s was wrongly delivered 
- Picture of the wrong item (if possible)