Subject: Weekly Call Update
From: Subir Chakma <[email-masked]>
To: Sanjeev Khurma <[email-masked]>, Gurpreet Kaur <[email-masked]>, Kabir Uddin <[email-masked]>, Ratnam Sharma <[email-masked]>, Ankit Verma <[email-masked]>, Manmohan Singh <[email-masked]>, Sumit Gogia <[email-masked]>, Anas Mohammad <[email-masked]>, "Raj S. Rawat" <[email-masked]>, Nitin Gupta <[email-masked]>, Devendra Madan <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R.
Cc: "Akhil P. Walia" <[email-masked]>, Deeksha Dadu <[email-masked]>, admin <[email-masked]>
Date: Fri, 21 Mar 2014 18:28:45 +0530 (IST)

Hello All 

During weekly call today with the client, the following issues were discussed/reported- 

 - Agent still escalating cases without Suite number. This is carelessness. I have advisd them to forward all such cases to me now, and I will take it up strictly with agents involved. 

- Agents are not properly following payment trouble shooting procedure. After Cx confirm that CC details are correctly entered, the case is normally escalated to L3 without verifying from where the cx is paying and to which country card is issued (*high risk countries) . You need to ensure proper trouble shooting is followed before you forward such cases. 

- CIF value do not include handling/customs clearance fee. 

- HAZ items will not be returned thru USPS, due to new regulations in the US without declaring the actual content. Such shipments, including DHL LB, will be returned thru UPS/FedEx. We will charge normal return fee's and ship the items normally. Return Dept. will request return of such HAZ items directly with Hub, like any other return. 

- Russia, marketing emails has not been sent yet by Citibank. They are still researching and later next week will do some test before sending out the promotions to its Cx.  As stated in the document, cx will pay shipping cost to Blx, whereas Duty and Tax is payable on delivery (DDU). However, current system during checkout is calculating Duty and Tax including shipping cost, and therefore Cx can not ship now. There is a Bug in the system. IT is fixing it. Once done, cx will not see duty and tax during checkout in our system. Duty/Tax will be assessed by Customs of Russia and payable on delivery. We do not have the rates. 

- LP email template has been updated by L3. Kindly use them judiciously after proper modification/personalization. 

Regards 
Subir