Subject: Fwd: BLX: Important Updates
From: Subir Chakma <[email-masked]>
To: Reshma Singh <[email-masked]>
Date: Thu, 31 Jan 2013 11:21:54 +0530 (IST)

Subject: BLX: Important Updates 

- Validity of Codes - Discount codes issued by Borderlinx are based in US timezone. Agents should know this as internal information when customer complains until when code is valid or when it would start. 

- Stolen Credit Card - If any order is received by Borderlinx which was placed using stolen credit card and when merchant complains, we need to blacklist the account, and get the shipment returned. However, merchant has to pay or arrange for return shipping from hub to them. We will not charge USD 20 admin fee. 

- Storage Charges - do not waiver unnecessarily. Supervisor's discretion only. 

- No. of Pieces Delivered : DHL UK Site gives tracking details also for number of pieces delivered. While DHL US site does not give info on how many pieces were delivered only how many were shipped. Therefore, to ensure how many pieces were actually delivered to customer under certain AWB, it is advised to check DHL UK website for tracking information. 

- BLX Canada – Registration fee of 27.31 USD (CAD 30) for BX CA. Canada Partner registration is free. 

- Change Member grou p- Check if released items. If yes, close account and create new under correct member group. 

-Change Country - Check if ever used to release shipment. 

If Yes = Create new account, close current. 

If No = Ask IT to change. 

- Lebanon - NO UK Address given. 

Delivered to DHL service point chosen by customer in his account. No upfront Duty/tax need to be paid to Borderlinx. All charges paid locally to DHL service point at the time of delivery. 

-Ship to another country temporarily - Allowed but create new account from that country and then later ask CS to close temp account once shipment is delivered. 

- Concierge Order - If cancelled after placing the order. Refund is automatic to customer’s card. 

- SafetyLinx Claim - For all Safetylinx insurance claims. We need to file two claims DHL + Safetylinx. 

- DHL Small Value Clams - We can offer voucher before claim is settled by DHL. However, claim must be filled even for the smallest value of shipment. 

-Customer paid duty/taxes to DH L- Ask customer to send scanned copy of invoices, fwd to K for approval and then to Mel for refund. At the same time also ask DHL US as why they charged customer when shipment was sent DDP. 

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