Subject: BX Training Notes
From: Subir Chakma <[email-masked]>
To: [email-masked], Shradha Tara Chatterjee <[email-masked]>, [email-masked]
Date: Tue, 9 Aug 2016 18:58:08 +0530 (IST)

US Hub number - 1 
UK Hub number - 10 
Germany Hub number - 1139 
HK Hub number - 1113 

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Duty/Tax = CIF value (Cost of items + Insurance + Freight) 

INBOUND DELIVERY 

1. Delivered but not updated to account. 

Ask for the tracking no. Check on courier website. Confirm delivery date and place. 

a. shipment in wrong account (request Hub to transfer shipment to correct account via AE) 
b. shipment in unknown suite (Except UK, you can manually transfer yourself via Special Suite. For UK, transfer request via AE) 
c. Not located in the system (see below) 

i) check delivery date. if its today, advise Cx to wait till end of today. 
ii) file missing case with Hub via AE 

OUTBOUND SHIPMENT 

1. Shipment release Cut off time is 12 O'clock noon. Local time (EST, GMT, Germany & HK) 
2. Tracking number is issued once it is processed. Tracable at www.dhl.com. Cx get email notification wtih Tracking no once it is pickedup. 
3. Delivery 2-3 business days for Express, and 4-6 business days for Standard. This is estimate and not a guarantee. 
4. If shipment do not go out within 24 hours, check with Hub. 
5. Check partial shipments release & partial delivery 

DUTIABLE VALUE AMENDMENT 

1. Value is estimated because there is no invoice. 
2. Request invoice and update correct value in hub currency. In absence of invoice, ask for screenshot from website. 
3. Never mark a package Zero 
4. Include local shipping along with price. 
5. Do not include local sales tax 
6. Cannot amend the value after it is paid and released. 
7. Invoice not acceptable in word/text format 

PROHIBITED ITEMS 

1.Check and explain why its prohited (PG). 
2.Advise Cx to check prohibited policy given on the website- http://www.borderlinx.com/en/pages/faq/prohibited 
3. Give options- 

a) Return the package back to seller, or forward to another address. No partial returns. Return fee and policy will apply. 
b) Dispose the prohibited item, and ship the rest. 

4. item check: Check and advise customer if an item is okay to ship if they ask prior to purchase. If you cannot confirm, check with seniors, else we escalate to Hub via AE. 

Few things to note: 

1. E-Cigs restrictions (Bahrain & Kuwait- ltd). Rest no ship. 
2. Smart watches not allowed to KSA, Egypt. 
3. Dietary supplements restriction to KSA- ltd, prohibited to Egypt, Spain... 
4. Batteries- only lithium ion (Li-Ion) with device, or inside the device. Max limit is 100 WH. No loose batteries. 

REPACKING 

1. Hub team proactively repack where ever possible. Pls advise Cx accordingly. 
2. If Cx insist repack request, check possibility and nature of items and escalate to Hub via AE. 
3. If its non repackale items, inform cx 
4. DHL pouches available only. Max size 20 X 16. We don't store different sized boxes. 
5. We don't repack multiple items into single box. 

MERCHANTS 

1. Cx can buy from any seller they like. 
2. Some sellers don't ship to us because we are a third party- freight forwarding company. 
3. Check CS > Concierge to confirm if seller ship or not. 
4. Address issue. Understand the problem on seller site and assist. 

CONCIERGE 

1. Problem in submitting the form 
2. Max type of items is 7 from seller. Create new order for extra items 
3. 1-3 days to complete the order 
4. Explain concept of Contingency charge 
5. Payment issue 
6. First ordre will be verified. 
7. Escalate all order related queries to concierge dept 

CLAIMS 

1. Always emphatise with the customer for damage/loss 
2. Check if Cx has taken Safetylinx or not. Advise accordingly. 
3. Safetylinx cover item cost + int shipping cost. Advise Cx accordingly. 
4. No safetylinx- Cx get only DHL liability claim as per DHL T&Cs. 
5. Cx needs to submti claim form. https://form.jotform.me/62042966844462 
6. Claims settlement can take upto 30-45 days from date of filing. 
7. DHL LB, Economy orders, Russia orders do not get Insurance. 

PAYMENTS 

1. Check Cx registered group 
2. Payment option to release items from BX- as per member group. 
3. Payment option for return- only paypal, LB/Turkey don't have paypal. 
4. For Citi (4 countries)- check registered card 
5. For paypal- advise Cx to contact paypal 
6. Basic Payment troubleshooting- card details, address, country, card usd, proxy etc... 

7. Escalations- 
a) Citi bank payment error- escalate to IT. 
b) Non-Citi payment error- escalate to L3 

DHL ISSUES 

1. All in-transit issues- stuck at customs, no update, delivery delay, lost, additional docs/info etc... contact DHL officer 

DHL Contacts 

DHL Express USA 
Neil STOKES 
E-mail: [email-masked] 

DHL Express UK (Premier Customer Service Team) 
Grant Carter 
E-mail: [email-masked] 

DHL Express GERMANY 
[email-masked] 

DHL Express HK (DHL Express APRO) 
Jun Poon 
E-mail: [email-masked] 

All DDP shpments, customer do not pay anything on delivery, provided they give correct information. If they under declare, and customs revise the duty/tax with penalty, customer has to bear the cost. 

DDP (Delivery Duty Paid) shipment, Cx was billed on delivery. No invoice issue. We will refund customer for the amount paid to us. 

DDU (Delivery Duty Unpaid)- optional for India, Egypt and Russia/Economy only DDU. 

Mix-up delivery: 
1. Emphatise 
2. Collect as much info as possible like- picture of seller invoice, Name, Suite number, item details, seller -- 
3. Contact the other customer. 
4. We arrange collection of wrong items, and will redeliver correct items