Subject: Blx update/feedback - IMP
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[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. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sat, 9 Aug 2014 15:37:41 +0530 (IST)

Dear All, 

Concierge payment issue: Currently we can not place concierge orders as the credit card we use normally for placing orders is having problem with the bank. Admin is working to fix the issue with the card. Till then all incoming concierge orders may encounter delay. We do not have an ETA when this will be fixed, but possibly in next few days time. 

Apologize to the customer for the delay and inconvenience caused. Explain that this is due to payment issue at our end, and that we are trying to fix the problem at the earliest. All orders will be placed as soon as the matter is resolved. 

Citibank Payment issue by customers : We are still awaiting update from IT. However, the error is not from our end, we are only checking with Citibank when the issue will be resolved. The Cx can directly contact their respective bank's as well. 

Additionally, I have observed that some Cx managed to ship their items successfully after facing such payment error initially. So Cx can retry, and if the problem persist, they can check with their Bank. 

Hello,  It seems that Citibank customers (not just Singapore) are encountering some payment issues and after checking with IT they informed us that the issue is on payment gateway from Citibank's side.  

They are communicating with Citibank and waiting information from them when the issue will be solved. We do apologise for the inconvenience this may have caused to customers, but unfortunately we cannot fix the issue since it is not from our end.  

If a customer is complaining because he cannot make a payment, please go to payments in cs.borderlinx.com and check the note why the transaction is rejected. If you see in note that there was a problem communicating with server, that means that payment did not go through Citibank's payment gateway.  

Hope this explains the issue, and that we won't have many customers complaining.  If you have any questions, please feel free to ask. Regards, Ljubica 

Shipping invoice & Shipment invoice: The issue was mishandled by Sanjeev and Khubrooh. 
Sanjeev sent Invoice request to Hub (where did you get this procedure? ). Then he sent to IT after Hub clarified they can't provide invoice. 

L3 can issue shipment invoices in exceptional cases only. Cx can easily access it from his account Shipment History > View. 

Khubrooh noted - " Even I tried checking it in the history on Google chrome but nothing shows". The shipment history can be viewed only from Cx account. How did you check? 

Hello,  LTK1221601617078X 

Please be advised that in this ticket we asked IT to provide shipping invoice, which they did, although the same was included in package that customer received.  
Once the customer asked for different invoice, the request was just forwarded to IT again.  

Please be advise that we have only 2 types of invoices: 

-Shipping invoice - invoice that is included in package and has information about the dutiable value and description of the goods. This invoice is for customs purposes. 
-Shipment invoice - this invoice has information and breakdown of all charges the customer paid us for certain order. This is available to customers in shipment history.  

This was discussed earlier for -  LTK1221601230500X 

Shipping   invoice  should not be requested from IT in any case. For them there are several types of  invoices , but for CS purposes we need just the  invoice  from customer's account.  

Please inform the agents, so we can avoid confusion and delays.  Thank you,  Ljubica 

Regards 
Subir