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]>
Cc: "E. Ganin Singh" <[email-masked]>
Date: Sun, 31 Mar 2013 16:49:55 +0530 (IST)

Hello guys, 

Please see the feedback below. For your information, I will monitor the number of feedbacks you guys are being sent on weekly and monthly basis. This will be used as the basis on which your performance will be assessed. 

LTK1212106129680X - Ibrahim 
Customer wanted to increase the price of the goods as it was under estimated. Invoice is not required if the value has to be increased. However we require invoice if value of the goods is to be decreased. 

LTK1212106118327X - Ibrahim 
You forwarded the DHL email to customer, which is not suggested. Secondly, You sent an email to ALL marked including DHL and Borderlinx. You are bypassing the procedure to check to whom you are sending emails. This is basic. 

LTK1212106150586X - Ibrahim 
Incorrect return escalation made to the Hub team. You did not verify the amount customer paid. If it is USD20, there must be a prepaid label, otherwise additional USD15 needs to be paid. You simply sent the request form to Hub. 

Cx has actually provided a Prepaid label, which you never forwarded to Hub team. This kind of over looks can delay the ticket resolution. You must check and verify all details. 

LTK1212105928680X - Parag 
Another ticket where you put a note saying that you were waiting for an update from KIM. Whereas KIM has already updated you before you note. I do not understand how you are making such careless mistake. 

LTK1212105972111X - Parag 
When you called the customer, you should have confirmed the address of the customer and the time and date for the pick up. Your call was not planned. You sent an email now, which will keep lingering. 

LTK1212105567728X - parag 
In your emails to customer, you requested for the Prepaid label, when cx sent only the RMA label. You should be more detailed in your emails to customer, explaining that RMA label has been sent, which is NOT a prepaid label. An explanation of prepaid label would have helped. Also additionally you should have explained that shipping fee of USD/GBP15 is needed in absence of a Prepaid label. 

LTK1212106122266X - Kaeiara 
Cx already provided Tracking number in the pre-chat survey. So we have all the shipment details except merchant and item description. You have asked the cx ALL details again. 

LTK1212106126248X - Joelma 
You made a return request with HUB, but WITHOUT the return form attached. You must check this carefully to avoid unnecessary delay. 

Rgds Subir