Subject: Fwd: International returns procedure.
From: Subir Chakma <[email-masked]>
To: Rachna Mittal <[email-masked]>, Sanjay Dutt <[email-masked]>
Date: Thu, 13 Jun 2013 16:50:51 +0530 (IST)

Hello team, 

For international returns, we have realised that we need to charge for the domestic return as well. It means that, in addition to the cost of the International return (that goes from the customer’s country to the hub), we need to add the admin fee USD20 (which we are already doing) + shipping cost USD15/per shipment (from the hub to the seller). 

So, when a customer contacts us requesting an international return: 

- Please ask if he has a pre-paid label to cover the shipping from the hub to the seller and make sure he forwards it to us. 

- If he has one, please calculate international return + admin fee. 

- If he hasn’t, please calculate international return + admin fee + domestic return (USD15 per shipment) . 

- Please ask for the dimensions of the package, as the customer might have repacked it, and the weight. Please note that if the item is returned in the original box, we already have the dimensions/weight in our system. 

- Please escalate the request as usual to L3 including the dimensions of the package, the weight, the collection address, the amount paid by the customer and any pre-paid label/return label he has provided. 

Regarding the cases currently being processed, if the customer has already paid once, please do not ask again for a second payment. For any new case, please apply this procedure from now. 

Many thanks. 

Rgds Subir