Subject: Re: BLX - CB/RETURN
From: Akhil P Walia <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: Subir Chakma <[email-masked]>, seraj <[email-masked]>
Date: Thu, 13 Jun 2013 03:29:42 +0530 (IST)

(Ignore previous mail) 

Sir, 

Processing return for this customer is very much justified. 

Agents have been unnecessarily delaying the processing of return for this customer without completely understanding the issue. 

This customer has no dues to settle with us as of today. If customer will reverse CB, we would need to refund the same amount to him. 

So either way BLX has to payback customer not vice-versa. 

On 21 st April 2013 Customer attempted to release shipment# 1333688. 

BLX payment processor Ayden redirected customer to bank’s site to enter verified by visa secured password. 

On first attempt the payment was rejected. (Perhaps he entered incorrect code, we don’t see reason in backend) 

Customer tried 2 nd time and received same result. See the admin result below for both attempts. 

If the payment is success, after redirection it says ‘authorized’ but here we see blank. 

Same day customer came on chat to seek help on LTK1212107155695X. Operator after checking payment logs advised him to check with bank to see if he entered the security code or cvv correctly. Customer said, he will contact bank next day and then will contact us. 

However, customer never contacted us back. On 24 th April, he released the above shipment again along with one other shipment# 1346274 and paid successfully. See screenshot below: 

On 7 th May customer came back to report that he was not refunded for a payment made to BLX on 21 st April (LTK121430125844X). 

Agent advised him that there is no payment log for such payment available and requested for a copy of card statement. 

Statement was received and sent to Mel for confirmation. 

Mel reverted that customer has filed a chargeback for the said transaction. 

The only reason customer came back to report this because his bank did not credit him the funds till now even after CB. 

Since Mel was able to find the payment in Ayden backend, it means one of the payment attempts on 21 st April was successful. 

But BLX backend reflected incorrectly as shown in first screenshot above. 

When agent told customer that he has filled a chargeback and therefore refund is not possible from our end, he narrated entire story: 

He said, when on 21 st April payment was rejected, he contacted his bank who advised the transaction was successful. 

And on Bank’s advise completed the chargeback request to get his money back. 

He never even once contacted us to inform that he was charged on 21 st April. 

And since then messages are being exchanged between customer and agents blindly to lift the chargeback so we can refund him. 

This does not make any sense when the original shipment for which CB was filled was already repaid and shipped by customer under Order# 879680. 

So why there is need for customer to lift CB just to reverse the same transaction again? 

If he does lift the CB. He would be paying us twice for same shipment release. 

Customer has not deliberately done the chargeback to get free shipment release. He has paid what was needed. 

Mel does not know the entire issue. All she was asked to check transaction in statement sent by customer and she reported it stands on CB. 

In the meantime customer received three perfumes in suite (1371680, 1380186, and 1380580) and due to prohibited contents, he was given return instructions. 

Customer paid $65 to fwd the shipments to US address. 

Due to the chargeback issue, agents are now insisting customer to lift Chargeback and then only return will be processed. 

Now you can decide if processing return for this customer was not correct? 

Regards 

Akhil 

----- Original Message ----- 
From: "Saurabh Dadu" <[email-masked]> 
To: "akhil" <[email-masked]>, "Subir Chakma" <[email-masked]>, "seraj" <[email-masked]> 
Sent: Wednesday, June 12, 2013 6:06:50 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Fwd: BLX - CB/RETURN 

Why was this return processed when there was a CB pending? 
----- Forwarded Message ----- 
From: "Shiv K. Sharma" <[email-masked]> 
To: "admin" <[email-masked]> 
Sent: Wednesday, June 12, 2013 5:48:14 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 

Return : LTK121430677943X 
Chargeback : LTK121430125844X