Subject: BLX: Refunds Calculation
From: Akhil P Walia <[email-masked]>
To: Parag Chaturvedi <[email-masked]>, vikas Adhikari <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, Subhash Kumar <[email-masked]>, Gelna Genusolango G <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, Karla Cabarse <[email-masked]>, "Arlene A. Putot" <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Reshma Singh <[email-masked]>, Shelly Chauhan <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Ashok Katoch <[email-masked]>, Tushar Raina <[email-masked]>, Jorge Kho <[email-masked]>, nyle <[email-masked]>, Abegail Ortega <[email-masked]>, gee <[email-masked]>
Date: Mon, 4 Feb 2013 12:41:15 +0530 (IST)

Hi All, 

Several cases have been noticed where customer has to be refunded due to an error in calculation of volumetric weight or loss in transit, express and standard difference etc. However, agents are not performing the calculations correctly. This results in to-fro explanation between CS and Customer on how calculation was done. 

Going forward if wh en we need to refund a customer, please ensure that the following steps are followed: 

- Add a note of how the refund was calculated 
- The supervisor on shift checks the calculations and confirms they are correct. 
- An email is sent to customers informing them of the refund and how it was calculated. 
- Check with the customer is they would prefer refund or discount (refunds up to $40-$50) 
- Then escalate the ticket to Finance for refund/ to Level 3 for discounts. 

Make sure customer is also explained the calculation to avoid unnecessary back-forth email exchange. 

-- 
Regards , 
a kh ! L