Subject: BLX: points to remember
From: Akhil P Walia <[email-masked]>
To: Ashok katoch <[email-masked]>, Tushar Raina <[email-masked]>, Subhash Kumar <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Ankit Tandon <[email-masked]>, Rajeev kandpal <[email-masked]>, Abhay Kumar <[email-masked]>, Abhishek Kumar <[email-masked]>
Date: Tue, 23 Oct 2012 00:38:34 +0530 (IST)

Hi All, 

Please be aware of following: 

1. Dayton County : If merchant site asks to enter County for US warehouse in Dayton. Please be aware Dayton is the 6th largest city in the U.S. state of Ohio and is the county seat of Montgomery County. 

2. Shipment in different suite : While investigating a ‘shipment not updated to my suite’ case, if ever you found that item is updated to a different customer’s suite. Please do not disclose this to customer. Instead deal it as if you would tell the customer about unknown suite situation. Disclosing them that item is updated to another person’s account can create security doubts in customer. Usually, this happens due to data entry error by warehouse ground staff. 

3. Concierge Order Cancellation : If customer wants to cancel an order while the order is still not placed. He can do it himself from Concierge Service section of this account. Chat operator does not have privileges to cancel order on customer behalf. Similarly, we can not make any modifications also, neither can customer once submitted. Customer should cancel and place a fresh order. 

4. Escalation Request Ref : When ever you are escalating an issue. Please give the LP ticket number as Request Ref# so that next time customer follows-up, he does not have to repeat entire history. Make it a standard procedure. 

5. Concierge Contingency Charge : This is a an option available as check-box on concierge order request form that customer has to ‘opt’ to ensure that if there is small variance in the value of order while placing with merchant, than he has authorized us to charge w.o needing further confirmation. Example: Order of $50. But at the time of placing order tax is added making it $55. 
Usually, we have seen charging the amount over the authorized amount results in failure transaction. So this option works only if bank would allow. So it does not guarantee that order will be placed. 
Best suggestion is to ask customer pre-authorize few dollars more than the required order value. Authorization does not mean we will charge him that amount, it only ensures that we are able to charge the required amount if there is a problem in estimation of total order charge. Charging below the authorized amount is never a problem. Ultimately, we will charge only the amount paid to merchant. 

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Regards , 
a kh ! L