Query about Expected delivery day / ‫العميل يسأل عن اليوم المتوقع لالستالم‬

Customer Concern: The Customer asked about Expected delivery day

What was informed:I provided the customer with information about Expected delivery day

Noon Care issue: Order Tracking

Query about delivery Agent (DA) Number / ‫العميل يسأل عن رقم المندوب‬

Customer Concern: The Customer asked about delivery Agent (DA) Number

What was informed: I told the cx that when the status of order "On My Way" , cx will see a "Call
Courier" button. When the customer presses the button, the DA's number will show up and the
customer can call the DA.

Noon Care issue: Order Tracking

Query About shipping company / ‫العميل يسأل عن اسم او رقم شركة الشحن‬

Customer Concern: The Customer asked about shipping company

What was informed: I provided the customer with information about shipping company

Noon Care issue: Order Tracking

Query about Delivery Timing / ‫العميل يسأل عن وقت التوصيل‬

Customer Concern: The Customer asked about Delivery Timing

What was informed: I provided the customer with information about Delivery Timing (10 :00 to
10:00 home delivery / 10:00 to 06:00 office delivery)

Noon Care issue: Order Tracking

Query about Delivery Timing / ‫إذا كان لدى العمالء شحنة مدفوعة مسبًقا تزيد قيمتها‬
‫ و المنتجات الضخمة‬،‫ ريال سعودي‬1000‫ و‬،‫ درهم إماراتي‬1000 ‫عن‬/
Customer Concern: The Customer asked about Delivery Timing
What was informed: I provided the customer with information about Delivery Timing (10 :00 to
10:00 home delivery / 10:00 to 06:00 office delivery)/ OTP mentioned to the customer

Noon Care issue: Order Tracking

Query about Total amount of the order / ‫العميل يسأل عن مبلغ الطلب‬

Customer Concern: The Customer asked about Total amount of the order

What was informed: I provided the customer with information about Total amount of the order

Noon Care issue: Order Tracking

Customer Concern: The Customer asked about General information for the order before EDD

What was informed: I provided the customer with information about the order

Noon Care issue: Order Tracking

Query About cancel order / ‫العميل يطلب إلغاء وقمت باإللغاء‬

Customer Concern: The Customer asked to cancel the order

What was informed: I Provided the Customer the cancellation way (self-service)- and the
cancellation done by me

Noon Care issue: cancel order

Query about Reason of cancellation / ‫العميل يسأل عن سبب اإللغاء‬

Customer Concern: The Customer asked about reason of cancel the order
What was informed: I provided the customer with information about reason of cancellation the
order

Noon Care issue: cancel order

Query about initiate a warranty request in customer behalf / ‫رفع طلب ضمان‬
‫للعميل‬

Customer Concern: The Customer asked about how to initiate a warranty request

What was informed: I provided the customer with information about warranty request process

Noon Care issue: warranty related

Query About warranty policy / ‫العميل يسأل عن سياسة الضمان‬

Customer Concern: The Customer asked about warranty policy

What was informed: I gave the Customer information about warranty policy

Noon Care issue: warranty related

Query About warranty process / ‫العميل يسأل عن عملية الضمان‬

Customer Concern: The Customer asked about warranty process

What was informed: I provided the customer with information about warranty process and

warranty team will contact cx within 24-48 hours

Noon Care issue: warranty related

Query About transfer warranty call / ‫تحويل العميل الى قسم الضمان‬

Customer Concern: The Customer asked about warranty department

What was informed: I transferred the call to warranty department from Selecting the skill
(Warranty_A_G for Arabic)

Noon Care issue: warranty related

Query About initiate a return request in customer behalf / ‫تم عمل طلب اإلرجاع نيابة‬
‫عن العميل عند إصرار العميل بكثرة أو كان لديه مشكلة ال تحل في طريقة رفع الطلب‬

Customer Concern: The Customer ask about how to initiate a return request in customer behalf

What was informed: I provided the customer with information about how to initiate a return
request

Noon Care issue: return related

Query about Return policy / ‫العميل يسأل عن سياسة اإلرجاع‬

Customer Concern: The Customer asked about Return policy

What was informed: I provided the customer with information about Return policy

Noon Care issue: return related

Query about Return for item / ‫العميل يسأل عن إرجاع منتج‬

Customer Concern: The Customer asked about return for one item

What was informed: I provided the customer with information about return and educated him
about the self service
Noon Care issue: return related

Query About refund policy / ‫العميل يسأل عن سياسة التعويض المالي‬

Customer Concern: The Customer asked about refund policy

What was informed: I provided the customer with information about refund policy

Noon Care issue: refund related

Query About Bank transfer / ‫العميل يسأل عن كيفية التحويل البنكي‬

Customer Concern: The Customer asked about how to make Bank transfer

What was informed: I provided the customer with information about how to make Bank transfer

Noon Care issue: refund related

Query About cash on delivery (COD) refund / ‫العميل يسأل عن التعويض لطلب الدفع‬
‫عند االستالم‬

Customer Concern: The Customer asked about refund for cash on delivery order

What was informed: I told the cx that any returned item using COD payment will be refunded only

to the customer’s noon wallet and he can request to transfer it to his card/bank account.

Noon Care issue: refund related

Query About Tabby/Tamara refund / ‫العميل يسأل عن التعويض لطلب عن طريق تابي‬
‫أو تمارا‬

Customer Concern: The Customer asked about how to make Bank transfer
What was informed: I told the cx that Tabby and Tamara refund will not reflect in the noon wallet,

it will be transferred directly to the source.

Noon Care issue: refund related

Query About about forgot/ change password / ‫العميل يسأل عن كيفية تغيير كلمة‬
‫السر أو نسيانها‬

Customer Concern: The Customer asked about forget/ change password

What was informed: I provided the customer with information about how to change password

Noon Care issue: account related

Query About change communication language / ‫العميل يسأل عن كيفية تغيير لغة‬
‫التواصل‬

Customer Concern: The Customer asked about change communication language

What was informed: I provided the customer with information about how to change communication
language

Noon Care issue: account related

Query About it profile Details / ‫العميل يسأل عن كيفية تعديل معلومات الحساب‬
‫الشخصي‬

Customer Concern: The Customer asked about it profile Details

What was informed: I provided the customer with information about how to it profile Details

Noon Care issue: account related

Query About product specification /‫ العميل يسأل عن مواصفات منتج‬sdd

Customer Concern: The Customer asked about product specification

What was informed: I provided the customer with information about product specification
Noon Care issue: product related

Query About KUL order / ‫العميل يسأل عن طلب من كل‬

Customer Concern: the customer ask about order from Kul

What was informed: I gave the customer information about the order from kul number (KSA:
8001160123 ………… UAE: 80058522)

Noon Care issue: other dept info

Query About now now order

Customer Concern: the customer ask about order from now now

What was informed: I gave the customer information about the order from now now number
(80034444 )

Noon Care issue: other dept info

Query About Grocery order / ‫العميل يسأل عن طلب من بقالة‬

Customer Concern: the customer asked about order from Grocery

What was informed: I provided the customer information about the order from the Grocery number
(KSA: 8001241444 …… UAE: 80031111)

Noon Care issue: other dept info

Query About SIVVI order / ‫العميل يسأل عن طلب من سيفي‬

Customer Concern: the customer ask about order from sivvi

What was informed: I gave the customer information about the sivvi number (KSA: 8003014884
………….. UAE : 80074884 )
Noon Care issue: other dept info

Query About Namshi order / ‫العميل يسأل عن طلب من نمشي‬

Customer Concern: the customer asked about Namshi Order

What was informed: I gave the customer information about the Namshi number(800626744)

Noon Care issue: other dept info

Query About Noon 15 minutes order / ‫ دقيقة‬15 ‫العميل يسأل عن طلب من‬

Customer Concern: the customer asked about Noon 15 minutes Order

What was informed: I gave the customer information about theNoon 15 minutes

[Link]@[Link]

Noon Care issue: other dept info

Query About Daily order / ‫العميل يسأل عن طلب من نون اليومي‬

Customer Concern: the customer asked about order from Daily

What was informed: I gave the customer information about the Daily number (KSA: 8001241444
……. UAE: 80031111)

Noon Care issue: other dept info

Query About Food order / ‫العميل يسأل عن طلب من نون فود‬

Customer Concern: the customer asked about order from Food

What was informed: I gave the customer information about the noon food chat working time
Noon Care issue: other dept info

Query About transfer a call to VIP / ‫تم تحويل المكالمة إلى قسم العمالء المهمين‬

Customer Concern: the customer asked about transfer a call to vip

What was informed: I transferred the customer to VIP department

Noon Care issue: other dept info

Query About apply for a job / ‫العميل يسأل عن كيفية التقديم على وظيفة‬

Customer Concern: the customer asked about how to apply for a job

What was informed: I requested him/her to check Careers website on Linkedin

Noon Care issue: other dept info

Query About seller support / ‫العميل كان بائع لدى نون‬

Customer Concern: The customer asked about how to seller contact

What was informed: I provided the customer to seller phone (UAE 80036006, KSA 8001160211) and
email (seller@[Link])

Noon Care issue: other dept info

Query About partnership with us / ‫العميل يريد ان يصبح شريك مع نون‬

new orde

Customer Concern: the customer asked about how to be a partner with us

What was informed: I provide him with email Partnerships (noonpartnerships@[Link])

Noon Care issue: other dept info

Que / ‫العميل يسأل عن خطوات طلب جديد‬

/ ‫العميل يسأل عن خطوات طلب جديد‬
ry about Place a new Order / ‫العميل يسأل عن خطوات طلب جديد‬

Customer concern: the customer asked about steps to place a new order

What was informed: I provided the customer with all information ne for placing new order

Noon Care issue place new order

Query about NEW order before 10 minutes / ‫ دقائق‬10 ‫والعميل يتواصل قبل ال‬
NEW ‫طلب‬

Customer concern: order new , Customer's payment is deducted and he cannot see the order

What was informed: I advised the customer to check the email and press the button "CONFIRM
ORDER" to confirm the payment, or "CANCEL ORDER"- to cancel the order.

Noon Care issue place new order

Query about new order /‫العميل لديه مشكلة مع طلب جديد وتم حلها‬

Customer concern: Order new and fixed the issue

What was informed: Customer asked about a product I provided the customer all details

Noon Care issue place new order

Query about Place the order in the customer's behalf / ‫تم عمل طلب من حساب‬
‫العميل‬

Customer concern: Placing the order in the customer's behalf

What was informed: I placed the order in Customer's behalf

Noon Care issue place new order

Query about: Payment status / ‫العميل يسأل عن حالة الدفع وكان المنتج جديد‬

Customer concern: Order Status is "Invalid" and the Payment Status is; 3DS_Enroll_Checked

What was informed: I advised the customer to try placing the order from a desktop or to checked
his bank

Noon Care issue place new order

Query about noon wallet while placing the order/ ‫العميل يسأل عن كيفية استخدام‬
‫رصيد محفظة نون في طلب جديد‬

Customer concern: The cx asked about how to use noon wallet for placing new order

What was informed: I advise the cx that he can add the desired items in his cart, and he will have
the option to pay using noon credit in the payment [Link] the amount was more than the amount
available in his credit,he can pay the rest of the amount either by card or cash on delivery.

Noon Care issue: Place a New Order

Query about Confirm order with a suspected reseller account

Customer concern: The cx asked about confirmation order and the account is suspected as reseller

What was informed: I Advise the customer that the order will be updated within 2 hours

Noon Care issue: Place a New Order

Query about New order with Enroll initiate payment status / ‫العميل يسأل عن‬
‫كيفية تسجيل‬

Customer concern: New order with Enroll initiate payment status

What was informed:I provided the Customer with all information needed to enroll.

● Did the customer use the app when placing the order? If yes, ask the customer to try using
the PC (Desktop).
● If the customer used the PC (Desktop) to place the order? ask them to check with the bank .

Noon Care issue place new order

Query about use code in place new order / ‫العميل يسأل عن كيفية استخدام كود‬
‫خصم عند الطلب الجديد‬

Customer concern: How to use codes in place new order

What was informed: Explained how to use the codes along with place a new order steps

Noon Care issue: policies and procures

Query about COD and Shipping fees / ‫العميل يسأل عن رسوم الشحن والدفع عند‬
‫االستالم‬

Customer concern: the customer asked about COD and Shipping fees

What was informed: I provided the Customer with all information related to COD and Shipping fees

Noon Care issue: policies and procures

Query about: EMI policy / ‫العميل يسأل عن سياسة التقسيط الشهري‬

Customer concern: the customer asked about EMI policy

What was informed:I provided all information needed about EMI policy

Noon Care issue: policies and procures

Query about Installation / ‫العميل يسأل عن خدمة التركيب المنتج‬

Customer concern: Customer asked about installation of a product

What was informed: i provided the customer all details required

Noon Care issue: policies and procures

Query about cashback / ‫العميل يسأل الكاش باك‬

Customer concern: Customer asked about cashback

What was informed:I inform the cx that the cashback will be deducted first from the amount then

it will be transferred as noon credits

Noon Care issue: policies and procures

Query about Homat Al watan / ‫العميل يسأل عن حماة الوطن‬

Customer concern: Customer asked about Homat al watan features

What was informed: all information about Homat al watan was provided

Noon Care issue: policies and procures

Query about: VIP Membership / ‫العميل يسأل عن خدمة االشتراك بالعمالء المهمين‬

Customer concern: the customer asked about VIP membership

What was informed: all information about Vip membership was provided
Noon Care issue: policies and procures

Query about Get It Today (Same Day Delivery - SDD) / ‫العميل يسأل عن خدمة االستالم‬
‫بنفس اليوم‬

Customer concern: The customer asked about Get It Today (Same Day Delivery - SDD)

What was informed: I provided the customer the information needed about Get It Today (Same
Day Delivery - SDD)

● Only applicable to select express items.

● Cut of time 12:00 PM
● Not Available for Friday delivery.
● The delivery happens by 10:00 PM (local time)

Noon Care issue: policies and procures

Query about Get It Together (Consolidation) /‫العميل يسأل عن خدمة االستالم معا‬

Customer concern: The customer asked about Get It Together option

What was informed: I provided the customer the information needed about Get It Together

● Get It Together is free of charge service.

● Applicable to all items.

Noon Care issue: policies and procures

Query about Get It Tomorrow (Next Day Delivery) NDD / ‫العميل يسأل عن خدمة‬
‫االستالم في اليوم التالي‬

Customer concern: The customer asked about Get It Tomorrow (Next Day Delivery)
What was informed: I provided the customer the information needed about Get It Tomorrow (Next
Day Delivery)

● Only applicable to select express items.

● The delivery happens the next day by 10:00 PM (local time).

● Not Available for Friday delivery.

Noon Care issue: policies and procures

Query about 3 Hour Delivery /‫العميل يسأل عن خدمة االستالم خالل ثالث ساعات‬

Customer concern: The customer asked about 3 Hour Delivery

What was informed: I provided the customer all information needed about 3 Hour Delivery

● Available only on select items

● Currently, it's only available for Dubai customers

● Available from 9am to 4pm, Sunday-Thursday

● A 20 A fee is applied

Noon Care issue: policies and procures

Query about Two Days Delivery / ‫العميل يسأل عن خدمة االستالم خالل يومين‬

Customer concern: The customer asked about Two Days Delivery

What was informed: I provided the customer the information needed about Two Days Delivery

● Applicable on specific Express items in cart (bas on customer location & warehouse) - not
on full order
 ● Fee: 8 SAR for KSA

Noon Care issue: policies and procures

Query about Tabby/Tamara /‫العميل يسأل عن تابي وتمارا‬

Customer concern: The customer asked about tabby/tamara

What was informed: I provided the customer all information needed about tabby/tamara

Noon Care issue: policies and procures

Query about promotions in the website / ‫العميل يسأل عن خصومات نون‬

Customer concern: the customer asked about promotions in the website

What was informed:I provided the Customer with all information and details

Noon Care issue: campaigns & promotion

Query about Coupon code / ‫العميل يسأل عن كوبونات الخصم‬

Customer concern: Customer asked about Coupon code

What was informed: I provided the customer all information needed

Noon Care issue: campaigns & promotion

Query about Bank offers / ‫العميل يسأل عن عروض البنك‬

Customer concern: the customer asked about Bank offers

What was informed: I gave Customer all information needed

Noon Care issue: campaigns & promotion

Query about Address Change / ‫العميل يسأل عن كيفية تغيير عنوان‬

Customer Concern: the customer asked about change his address

What was informed: I solved it and change his address

Noon Care issue: Address Change/Phone Number

Query about Address Change from his side / ‫العميل يسأل عن كيفية تغيير عنوان‬
‫عن طريقه‬

Customer Concern: the customer asked about change his address -self service

What was informed: I solved it and educated him about how can change his address

Noon Care issue: Address Change/Phone Number

Query About phone change / ‫العميل يسأل عن تغيير رقم الهاتف‬

Customer Concern: the customer asked about change his phone number

What was informed: I provided the customer the process to change his number

Noon Care issue: Address Change/Phone Number

Query About that Customer Call and agent is not able to hear him / ‫اتصل العميل‬
‫ولم اكن قادر على سماعه‬
Customer Concern: the customer called us and I was not able to her him

What was informed: NA/ due to the no response

Noon Care issue: No Response from Customer

Query About noon-What is noon / ‫عميل يسأل عن موقع نون‬

Customer Concern: the customer asked about noon( Company details )

What was informed: I provided the customer the information about noon

Noon Care issue: about noon

Query About where can find us / ‫العميل يسأل اين اجد منتجات نون‬

Customer Concern: the customer asked about where can find us

What was informed: I provided the customer the information about noon website
([Link])

Noon Care issue: about noon

Query About physical stores / ‫العميل يسأل عن مخازن نون‬

Customer Concern: the customer asked about physical stores

What was informed: I provided the customer the about physical stores

Noon Care issue: about noon

Query about: Prank Calls and kids playing /‫العميل اتصل وكانت المكالمة مزحه او من‬
‫قبل اطفال‬

Customer concern:the customer called us and it was prank call/kids playing

What was informed:

Noon Care issue: prank call

Query about: App/Website related / ‫العميل لديه مشكله بالموقع او التطبيق‬

Customer concern: Customer is having a query about the website or the app

What was informed: I provided the customer all info needed

Noon Care issue: App/Website Related

Query about: Follow up complaint/Request / ‫العميل يريد متابعة شكوى أو طلب‬

Customer concern: The customer Follow up for an existing Complaint/request

What was informed: I provided him all information needed

Noon Care issue: Follow Up Complaint/Request

Query about trade in related /‫العميل يسأل عن خدمة المقايضة‬

Customer concern: The customer asked about trade in related

What was informed:I Provided the customer all needed info about trade in related

Noon Care issue: trade in related

Query about voice of customer / ‫العميل يقدم اقتراح‬

Customer concern: The customer wanted to tell us about any suggestion for noon

What was informed: I told the customer that we will take you suggestion into consideration

Noon Care issue: VOC

Query about noon one membership / ‫العميل يسأل ماهي عضوية األعضاء المهمين‬

Customer concern: The customer asked about what is noon one membership

What was informed: I provided the customer the information asked “ what is noon one membership
“

Noon Care issue: noon one membership

Query about delivery related - Schule/Re Attempt Delivery / ‫العميل يسأل عن كيفية‬
‫تغيير موعد االستالم‬

Customer concern: The customer asked about how to Schedule / Reattempt Delivery

What was informed: I provided the customer the steps of Schedule / Reattempt Delivery

Noon Care issue: Schule/Reattempt Delivery

Query about delivery related - Arrange delivery from locker / ‫العميل يريد ترتيب‬
‫تسليم من خزانة نون‬

Customer concern: The customer asked about how to arrange delivery from locker

What was informed: I provided the customer the information needed about “ how to arrange
delivery from locker “

Noon Care issue: Arrange delivery from locker

Query about order related - Not competitive price item / ‫العميل يسأل عن سعر منتج‬
‫غير تنافسي‬

Customer concern: The customer asked about not competitive price item

What was informed: I provided the customer the information needed about item price

Amount:

Price Difference:

Link from Noon:

Link from other company:

Noon Care issue: Not competitive price item

Query about Delivery validation code / ‫العميل يسأل عن رمز التحقق عند التسليم‬
Customer concern: The customer asked about how to find delivery validation code

What was informed: I provided the customer the information needed about “ how to find delivery
validation code “

Noon Care issue: Delivery validation code

_________________________________________________________________________________

IMPORTANT NUMBERS

❖ Apple care : 80004440407

❖ Noon: UAE 800-38888 KSA 8001160210
❖ NOON pay : UAE 80025000 80012444 care@[Link]
❖ Extra : 920004123 // extra number : 01383886
❖ SIVVI : KSA : 8003014884 UAE : 80074884 Email: care@[Link]
❖ KUL : KSA : 8001160123 UAE :80058522
❖ flow : 8002443569
❖ ARAMEX : KSA : 920027447 UAE : 126129198
❖ J&t : 8001010111
❖ NOON Daily : phone: KSA : 8001241444 UAE : 80031111
daily@[Link] Whatsapp : 0097180038888

❖ NOON Grocery : KSA:8001241444 UAE:80031111

❖ NOON 15 minute : [Link]@[Link]
❖ iMile : KSA : 92003557 UAE : 600566221
❖ Namshi : UAE:00971800626744 ........ KSA: 800626744
❖ SAMSA : 920009999
❖ now now : 80034444

❖ 19992 : ‫البريد السعودي جديد‬

❖ KSA: Drivers@[Link]
❖ UAE: careers@[Link]

❖ tabby: 800 82229

❖ SPL 920005700
❖ Noon Minute: [Link]@[Link]
❖ noon seller : UAE 80036006 / KSA 8001160211 - Working Hours (9:00 AM
- 6:00 PM UAE Time, Sat-Thur only) - seller@[Link]

❖ Partnerships: noonpartnerships@[Link]