Subject: BLX: Concierge Billing
From: Akhil P Walia <[email-masked]>
To: Subir Chakma <[email-masked]>, vikas Adhikari <[email-masked]>, prakash tiwari <[email-masked]>, Subhash Kumar <[email-masked]>, rajeev kandpal <[email-masked]>, Ankit Tandon <[email-masked]>, Ashok Katoch <[email-masked]>, Tushar Raina <[email-masked]>
Date: Mon, 19 Nov 2012 17:04:35 +0530 (IST)

LTK1212103137579X 

This is pure example of misunderstanding the issue and leading to confusion. 

1. Customer claimed on chat with Tushar that his concierge order # 43272 was cancelled and his credit card was charged. 
Tushar w/o explaining the customer that concierge order if cancelled before placing the order does not need refund. 
Needless the ticket was escalated to Mel. 

2. Customer claimed the amount charged for concierge was 199.12 SGD. Which infact was the amount of Shipment release not Concierge Order. 
Concierge Order amount USD 94.16 that was never captured. 
You can see the capture ref# is blank. 

3. Then Subir viewing notes of the Mel further informed the customer on chat there will be automatic refund. 

4. Customer is now waiting for refund after 21 days. 

THERE IS GOING TO BE NO REFUND as NO PAYMENT WAS CAPTURED ON FIRST PLACE. 

I have added responses to CS Templates and sent updates on Zimbra but seems no one knows how the billing for concierge order works. 

When will I get refund for my cancelled concierge order? 

We have not charged your credit card. When you place the request for concierge order, you only give pre-authorization to charge your credit card for specific amount or lower. 

When we are able to successfully place the order with merchant as per your request, it is that time we charge your card. 

Therefore, please check your card statement. There should not be any charges from Borderlinx. 

That is preauthorization hold. It will be dropped off automatically in 1-2 days. 

Technically, banks call this a two stage process: 

1- Pre-Authorization (when you authorize us to charge) 

2- Capture (when actually we charge your card) 

In above order only payment was pre-authorized. Which means credit card limit is reduced with a temporary hold. 

If merchant does not charge this, the authorization is cancelled and dropped off the statement automatically in few days. 

There is no separate entry for authorization cancelled. 

-- 
Regards , 
a kh ! L