Subject: BLX: Storage Fee
From: Akhil P Walia <[email-masked]>
To: Seraj Ahmad <[email-masked]>, Jane Chow <[email-masked]>, Vivian Guo <[email-masked]>, samir kumar <[email-masked]>, "M. Aejazuddin Zafar" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, E ganin <[email-masked]>, Subir Chakma <[email-masked]>, Rajiv Prabhakar <[email-masked]>, "Shiv K. Sharma" <[email-masked]>, Pankaj Joshi <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, A
Date: Fri, 7 Jun 2013 22:01:38 +0530 (IST)

Hi All, 

Please do not promise every customer on chat that storage fee will definitely be removed. 
Try to find out first what caused the storage fee. Most people just lie about not getting reminder emails. 
If there is genuine reason then do some sense check and initial investigation. 
Some users already availed the goodwilll gesture of storage fee waiver in past and they keep coming for again such gestures. 

We might be able to waiver storage fee if there is a need, like if customer has been loyal to us and has been a regular user etc. 
Not necessarily we will reduce the storage fee 100%. In some cases it can be lowered to 50% if not Zero. 

However, final decision to waiver storage charges will be taken by Katerina. So escalate such requests to BX Level 3. 

Again: 
1. Do not promise from your end. 
2. Do initial sense check to see if removal of storage charges justify (cost of product, frequency of use, earlier requests) 
3. Do mention PROPER Notes in escalation how removing storage fee justifies. (Your escalation notes will 60 affect the decision making by L3) 

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