Subject: Re: BX training
From: Subir Chakma <[email-masked]>
To: Sandeep Malik <[email-masked]>, Vivekananda Chakma <[email-masked]>, Mikhail Subbotin <[email-masked]>
Date: Thu, 15 Sep 2016 21:46:52 +0530 (IST)

Germany Hub- DDU only, and Eco service as well to EU 

India/Egypt - Get both options DDP & DDU from US Hub. 

US hub- Eco service to SG, AU & BR 

DHL LB service- Easyshop, COD, Delivery is not through normal DHL time frame. Only shipped twice a week on Wed amd Friday. 

Cx service provided by DHL LB - give them contact page - http://www.borderlinx.com/LB/dhl-lb/en/ 

UK & HK Hub- Only Express shipping, no standard. 

Argentina- DDU only. No ddp. 

LB, Turkey - No paypal which means we process any return request for free 

LB & Russia- ONLY US Hub. No UK, DE, HK 

Perfume-UK : Can you ship Perfume - ONLY UK "Yes, we are now shipping perfumes from the UK hub only. 

There is a handling fee of GBP 30 per batch and limit is 500ml per order." 

Do NOT ship to- Argentina, AU, Brazil, Chile, Colombia, EG, IN, Jordan, LB, Mauritius, Mexico, NZ, QA, South Africa, Uganda 

Lithium Ion (Li-Ion) 
Watt Hours (WH) - Volt X AH =< 100 

Clearance fee or Handling fee charged to some countries on top of duty/tax. This is Borderlinx fee (dont tell cx unless they insist). We hide this fee under Duty and Customs fee 

Dietary supplements- 
Spain, Egypt, For KSA- separate rules like 15kg per month only. 

If customer threaten to report to higher level, or social media, you should escalate the case to L2. 

B2B- Keep in mind the b2b client we have like Christie US/UK, Musto, Zulily .. etc.. 

Or, if the customer has a shipment etc.. and do not have an account with Borderlinx. 

Possibly a B2B, email the details to B2b email address. 

Some countries require mandatory information- 
Brazil- Tax ID, for foreigners passport number 
KSA - iqamaa or national id 
India- KYC (know your customer)- ID & address proof. need to provide to DHL 

Foreign languages- send those to L2 or to Subir. Arabic, Russian, English. 

Russia- Only US Hub, Delivery is through Asendia/USPS. Delivery takes 2-3 weeks or more. Ship once a week. No DHL. Only available to Citibank card holders. 

Concierge service- ONly from US and UK merchants. Not from HK/DE 

Registration/member group- 

Direct Borderlinx member 
Registration thru subsite become specific member group like Citi member group, Visa member group, Amex member group, DHL LB membergroup, Standard chartered group... 

Promo- 
Cx can see ongoing promo from their account. 

Claims- 

You need to know if Cx purchased Safetylinx or not. Accordingly advise. 

https://form.jotform.me/62042966844462 

CLAIM- 

Claim must be filed within 30 days from date of shipment release 

250 or more, its mandatory. Below that is optional. Insured is item cost and shipping fee paid to BX. Damage and loss. 

For Citi SG, 200 or more, its mandatory and FREE. Below is optional and payable. 

46227153 

PAYMENT TROUBLESHOOTING 

1. Card must be from same registered country. 
2. Cx should normally be within that country while making payment 
3. Billing address must match. its the address in banks record 
4. Basic card info troubleshooting 
5. OTP, one time password 
6. If error is on bank page, its bank problem. If its on our page, we may have to check. 

TCC- advise for any shipping, duty/tax query. If customer faces problem, assist them in using the TCC/troubleshoot. 

If Cx insist, do it please, but do specify its estimate and based on info s hared. This can vary based on the package we received 

We do NOT ship to PO Box. 

APO/FPO - US military addresses. We dont ship to. 

Inbound shipment process - starts 2pm local time, all shipments updated by end of the day. Its not done in real time like customer think. 

If shipment is not updated even next day- 

Check unknown - if so, you can transfer yourself except UK 
Check CS - If shipment is in another account, verify wtih invoice, request hub to transfer. 

If no where to be found- raise missing shipment case. 

Outbound shipment process- cut off time is 12pm noon. Any item released prior will go out same day. Any thing released later, will go out next working day. If its Fri, it will go out next Monday. 

DHL Contact for in transit issues 

For shipment originating from US Hub 

Neil Stokes- [email-masked] 
CC Katerina Mousia- [email-masked] 

For shipment originating from UK Hub 

GB Premier - [email-masked] 
CC Katerina Mousia - [email-masked] 

For shipment originating from HK Hub 

[email-masked] and [email-masked] 
CC Katerina Mousia - [email-masked] 

For shipment originating from DE Hub 

Email - [email-masked] 
CC Katerina Mousia - [email-masked] 

MERCHANTS- 

Cx can buy from anywhere. 

We don't help them buy or choose. 

But if seller dont accept their card, recommend concierge service. 

If the customer is having address issue while placing the issue, please assist. you can reformat the address as renecesary, spedcially for amazon, ebay etc.. 

Also, phone no. should be without the country code +1 for US. Just the number. 

If the customer still faces issue, ask for screenshot how he filled it and error. 

Apple- USA apple dont ship to us. Recommend UK 

Many merchant listed on recommended website, dont ship to us, check CS. 

DOC (Department of Commerce)- Customs department of USA. 

MSDS/SDS- 

"A Material Safety Data Sheet (MSDS) is a document that contains information on the potential hazards (health, fire, reactivity and environmental) and how to work safely with the chemical product. 

MSDS are provided by the merchant." 

E-Cigarettes- 

Completely PG - both e-cigs and accessories 
Exception- Bahrain, Kuwait - only liquids, mods, not e-cigs 

REPACKING 

- Cx must be repack customer 
- Check if ship is already repacked or not. 
- If item is not repacked and you think there is feasibility- item is not electronic, or fragile and too big, you can request hub 
- If dead weight is heavier, there is no use of repacking 

INBOUNDs 

Check Freshdesk for different courier name and tracking number sample 

How to Track inbound shipments 

UPS - https://www.ups.com/WebTracking/track?loc=en_us 
All tracking number starts with 1Z... e.g. 1ZE4A388YW00078660 

USPS (United States Postal Service)- https://tools.usps.com/go/TrackConfirmAction_input 
All Tracking number are 22 or 30 digits, e.g 9400109699939475762212 or 420454249400109699939475762212 (42045424 is basically the destination post code) 

FedEx- http://www.fedex.com/us/ 
Tracking numbers are approx. 12 digits, e.g. 774596239511 Sometime, last mile delivery is done by another courier. So the shipment may have two tracking numbers. 

e.g. FedEx will pick up the shipment from merchant, and hand it over to USPS courier for the last mile delivery. You will normally see the other tracking number on the courier website e.g. FedEx. In this case, the shipment may be updated with either one of the tracking number. Incase of missing shipment, you must look for both the tracking numbers and check the CS. 

DHL - http://www.dhl-usa.com/en.html 
Tracking number are approx. 10 digits, e.g. 2504492406 You can verify number of shipments picked up by the DHL courier and delivered to the customer. Origin and Destination of the shipment is important as well. 

DHL Germany - https://nolp.dhl.de/nextt-online-public/report_popup.jsp 

Yodel - http://www.yodel.co.uk/track/ 

Hong Kong Post- http://www.hongkongpost.hk/en/mail_tracking/index.html 
Tracking e.g. EE123456789HK 

SF Express- http://www.sf-express.com/cn/en/dynamic_functions/waybill/ 
Tracking e.g. 205967048212 

Parcel force - http://www.parcelforce.com/track-trace 
Tracking e.g. UG9717116 

Royal mail- https://www.royalmail.com/track-your-item 

DPD - https://www.dpd.com/tracking 

Hermes Worldwide- https://www.hermesworld.com/en/ 

My Hermes- http://support.myhermes.co.uk/app/answers/detail/a_id/467/~/tracking-my-parcel 

TNT - http://www.tnt.com/express/en_gb/site/home/applications/application_panel-trackinguk-input.html?navigation=1&respLang=en&respCountry=gb 

China Post - http://chinapost-track.com/ 

ASENDIA -http://www.asendiausa.com/ 
Used for Russian shipment shipped through our partner Asendia. 

From: "Subir Chakma" <[email-masked]> 
To: "Sandeep Malik" <[email-masked]>, "Vivekananda Chakma" <[email-masked]>, "Mikhail Subbotin" <[email-masked]> 
Sent: Thursday, September 15, 2016 4:31:30 PM 
Subject: BX training 

Pls review the website www.borderlinx.com 

Points to emphasize- 

1. Economy shipping from Germany to European countries - http://www.borderlinx.com/en/pages/new-economy-service-europe-russia 

2. Economy shipping from US to- SG, AU, BR - http://www.borderlinx.com/SG/en/pages/new-economy-service-singapore/ 

3. New Battery Policy from all Hubs- Check NEW REGULATIONS - http://www.borderlinx.com/en/pages/faq/prohibited 

4. Parcel Snap- New service from Germany (all), UK (partial), US/HK (Not available) - http://www.borderlinx.com/en/pages/parcelsnap 

5. Return Policy- Familiarize yourself with new return form- http://www.borderlinx.com/en/pages/faq/exchange-items (check bottom page for links) 

6. Familiarize yourself with new claims form- http://www.borderlinx.com/en/pages/faq/exchange-items 

7. DDU & DDP options available to India & Egypt. You can check cost involved on Cost calculator. 

8. DDU options available from Germany. No DDP options. 

9. HK Hub- New- http://www.borderlinx.com/pages/shop-from-china-and-hong-kong 

10. Germany Hub- New- http://www.borderlinx.com/pages/your-de-address-update 

Regards