Subject: Borderlinx Feedback
From: Subir Chakma <[email-masked]>
To: Ibrahim Usmani <[email-masked]>, Seraj Ahmad <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Karla Cabarse <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Abegail Ortega <[email-masked]>, Nyle Remo <[email-masked]>, Jorge Kho <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, vikas Adhikari <[email-masked]>, Subir Chakma <[email-masked]>, Subhash Kumar <[email-masked]>, Akhil P Walia <[email-masked]>
Date: Sat, 30 Mar 2013 17:05:58 +0530 (IST)

Hello guys, 

LTK1212106146533X - Kaeiara 
When the customer contacted you with the misdelivery, you could have easily asked the item description that the customer is expecting over the chat. 

Since you didn't realize this, we are not chasing up for the detail. This is how we increase our workload. 

LTK1212106021558X - Parag 
The prohibited shipment is a Kit, meaning it has ther things beside the alcohol. Alcohol that was marked proibited is ONLY one of the item in the Kit. 

You did NOT clear this with the customer in all the 3 emails you sent. You ONLY advised to return, redirect, or dispose the entire package. As always make your emails/notes complete. This will expedite resolution of customers issue. 

LTK1212106111467X - Parag 
Do not send incomplete information to customer. We have always reminded you on this. In the above case, you simply sent an email to the customer stating that the Hub team managed to locate your shipment but was found empty and advised him to contact merchant. 

Did you mention any where the shipment details which was found Empty? Do you think they can see all your internal notes? 

This kind of incomplete information, lead to lot of confusion and unnecessary to and fro emails with customers. 

LTK1212106022331X - Parag 
You send an escalation to the HUB Team to waive the storage fee. Even the request was addressed to Kim. Why do you act so confused? These are causing unnecessary delays in resolving issues. 

LTK1212106171540X - Ibrahimu 
Customer payment was confirmed to process the return. However instead of processing the Return, which is Time Sensitive, you instead requested MEL to refund the extra shipping cost paid. This has caused delay in return by not less then 4 days. You need to understand situations well and give priority where it is needed. 

Secondly, always send email to the customer first, before putting an Escalation note. 

LTK1212106116170X- Karla, LTK1212105442054X- Vikas, LTK1212104703961X- Joelma 
All UK escalations sent to US HUB. Don't you check details before sending them. You are delaying the process and this may ultimately lead to customers complaint due to unnecessary delay. 

Rgds Subir