Subject: Re: BASICXX - RETURN PROCEDURE & POLICY
From: Angela LaCombe <[email-masked]>
To: Subir Chakma <[email-masked]>
Cc: thameem <[email-masked]>, saurabh <[email-masked]>, Subir Chakma <[email-masked]>, Mushtaque <[email-masked]>, ANIMESH <[email-masked]>
Date: Tue, 19 Jul 2016 19:58:37 +0530 (IST)

Thank you for outlining this. 

Could you also also clarify for us what time frames we should be communicating with the customer? 

How long should we tell them it will take for SMSA to pick up the item? 
How long should we tell them it will take for them to receive their credit? 

Also, In the even that a pick up or refund hasn't occurred how long should we allow before submitting a ticket to you? 

Thanks, 

Angela 

From: "Subir Chakma" <[email-masked]> 
To: "thameem" <[email-masked]>, "saurabh" <[email-masked]>, "angela" <[email-masked]> 
Cc: "Subir Chakma" <[email-masked]>, "Mushtaque" <[email-masked]>, "ANIMESH" <[email-masked]> 
Sent: Tuesday, July 19, 2016 7:05:48 PM 
Subject: Re: BASICXX - RETURN PROCEDURE & POLICY 

Hello Thameem / Mushtaque, 

We have received the update and relayed to team here. The team will comply as instructed going forward. Thank you. 

Regards, 
Subir Chakma 

From: Thameem <[email-masked]> 
Sent: Tuesday, July 19, 2016 6:01 PM 
To: Saurabh Dadu; Angela LaCombe 
Cc: Subir Chakma; 'Subir Chakma'; 'Mushtaque M'; 'Animesh Kumar' 
Subject: BASICXX - RETURN PROCEDURE & POLICY 

Dear Mr. Saurabh / Ms. Angela, 

Please note the below email for your reference. As a corrective action measure suggest to following procedure to be followed : 

Any Returns Request when received from Customer, We expect support Team to do the following to do list : 

· Check if its raised by customer within 14 days from the date its delivered to them, if it falls accept it, else inform our Policy and reject it. 

· Enquire the SKU’S which customer wish to return 

· Enquire the Reason for Returns. 

· For any damaged items returns, please request from customer the 3 pictures : 

o Picture Of the product (Damaged) 

o Picture Of Outer side of package 

o Picture Of The Inner Side of package 

· Any returns processed for return pick up, courier company will only pick the item from customer door step and deliver it to our WH. Once its reaches warehouse our WH staff will inform us on its receipt & also inform if the items are USABLE in condition. On receipt of this confirmation we will inform Dubai team to process refund as ONLINE STORE CREDIT, which can be used to place new orders on Basicxx website. ( Please relay this to all customers while accepting return request ). 

· Inform us by email to start return arrangements through our Delivery partners (SMSA, Aramex, TCS ...) 

Basicxx Returns Policy : 

o Please note that the following conditions must be met to return an item: 

o An item may only be returned within 14 days from the date of purchase 

o It must be in the original packing 

o It must be unused 

Any one off cases like Angry / Furious customer demanding for returns even after 14 days or demanding for cash refund or Refund request on his bank account, shall be dealt case to case basis as an escalation to me as First Level of Escalation, I will take approval internally within Basicxx team either from E-Commerce Head – Mr. Animesh Kumar / Supply Chain Head – Mr. Mushtaque Rahamat. 

Kindly confirm your understanding on the above process to us by return email and request you to kindly relay the same to all team member in Support Office & insist to follow it with immediate effect. 

Thanks & Regards 

Thameemul Ansari 

Logistics Executive 

	

Tel 	

: +966 112078490 Ext - 720 

Mobile 	

: +966 542078134 

Email 	

: [email-masked] 

P.O. Box 	

: 9874, Riyadh - 11413, KSA 

Website 	

: www.basicxx.com 

	
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www.basicxx.com 
نتقبل الدفع عند التسليم; يمكنكم الدفع عن طريق بطاقة خصم فضلا عن بطاقة إئتمان, الفيزا ... 

	

T ogether E veryone A chieves M ore 

From: Thameem [mailto:[email-masked]] 
Sent: Tuesday, July 19, 2016 2:31 PM 
To: 'Basicxx' <[email-masked]> 
Subject: RE: Order # 1400003401 | Cancellation 

Dear Support Team, 

Please note the below message from SMSA : 

QUOTE 

Dear Badrul Malik, 

Shipper asking about COD amount who will return her COD amount she already paid please advise. 

Regards , 

Arsalan Sharif 

 ¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯ 

Operations Agent – Station 

WR / Remote Station Holy Makkah 

SMSA Express Transportation Co. Ltd. 

Kingdom of Saudi Arabia 

UNQUOTE 

Customer is demanding the COD from SMSA, please educate customer about Basicxx Policy. Any returns processed for return pick up, courier company will only pick the item from customer door step and deliver it to our WH. Our WH staff will inform us on its receipt & also inform if the items are USABLE in condition. On receipt of this confirmation we will inform Dubai team to process refund as ONLINE STORE CREDIT. 

Kindly call this customer and personally relay this message and inform us once done. Await your reply. 

Thanks & Regards 

Thameemul Ansari 

Logistics Executive 

	

Tel 	

: +966 112078490 Ext - 720 

Mobile 	

: +966 542078134 

Email 	

: [email-masked] 

P.O. Box 	

: 9874, Riyadh - 11413, KSA 

Website 	

: www.basicxx.com 

	

T ogether E veryone A chieves M ore 

From: Thameem [ mailto:[email-masked] ] 
Sent: Sunday, July 17, 2016 12:58 PM 
To: 'Basicxx' < [email-masked] > 
Subject: RE: Order # 1400003401 | Cancellation 

Dear Support Team, 

We have inform SMSA to expedite. 

Thanks & Regards 

Thameemul Ansari 

Logistics Executive 

	

Tel 	

: +966 112078490 Ext - 720 

Mobile 	

: +966 542078134 

Email 	

: [email-masked] 

P.O. Box 	

: 9874, Riyadh - 11413, KSA 

Website 	

: www.basicxx.com 

	

T ogether E veryone A chieves M ore 

From: Ben Sami (Basicxx) [ mailto:[email-masked] ] 
Sent: Sunday, July 17, 2016 12:54 PM 
Cc: Thameemul Ansari < [email-masked] > 
Subject: Order # 1400003401 | Cancellation 

##- Please type your reply above this line -## 

You are registered as a CC on this support request (3899). Reply to this email to add a comment to the request. 

	

Ben Sami (Basicxx) 

Jul 17, 05:54 EDT 

Dear Thameemul, 

kindly check with SMSA as the customer wants the return ASAP. 

Thanks in advance. 

Sami 
Basicxx 

	

	

Thameemul Ansari 

Jul 13, 05:31 EDT 

Dear Support Team, 

We will inform SMSA accordingly. They will arrange return pick up from customer Doorstep. 

Thanks & Regards 

Thameemul Ansari 

Logistics Executive 

Tel 

: +966 112078490 Ext - 720 

Mobile 

: +966 542078134 

Email 

: [email-masked] 

P.O. Box 

: 9874, Riyadh - 11413, KSA 

Website 

: www.basicxx.com ( http://www.basicxx.com/ ) 

Together Everyone Achieves More 

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Ben Sami (Basicxx) 

Jul 13, 05:20 EDT 

Dear Animesh, 

We are writing in regards to order # 1400003401 

Please help return this whole Order as customer is having problems with all sizes. 

Regards, 

Ehab 
BasicxxHello, 

	

	

Animesh Kumar 

Jul 13, 05:14 EDT 

Hi Mahmoud, 

For all return related mail Thameem will help, i'm marking this mail to him so that he can initiate return pickup. 

Cheers! 
Animesh 

	

	

Mahmoud (Basicxx) 

Jul 13, 00:29 EDT 

Dear Animesh, 

Please help return this whole Order as customer is having problems with all sizes. 

Regards, 

Mahmoud Abdelmagid 
Basicxx 

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