Subject: Re: International returns procedure.
From: Akhil P Walia <[email-masked]>
To: Subir Chakma <[email-masked]>
Cc: Vivian Guo <[email-masked]>, Jane Chow <[email-masked]>, Rajiv Prabhakar <[email-masked]>, "M. Aejazuddin Zafar" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, "Shiv K. Sharma" <[email-masked]>, Pankaj Joshi <[email-masked]>, Ibrahim Usmani <[email-masked]>, Seraj Ahmad <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, Subhash Kumar <
Date: Thu, 13 Jun 2013 22:06:18 +0530 (IST)

Further to this, some of you were asking if it is still possible for customers to arrange shipment via Borderlinx directly to merchant instead of going through hub. This is what client has replied. 

1. We can confirm that the shipments needs to be sent to the warehouse before returning them to the seller. We understand that returning them back directly to the seller would be faster but we are following DHL procedures for now. We know that we have not been charging the USD15 to the customers and that is why we wanted to clarify the issue. From now please charge USD15 as well if the customer does not provide us with a pre-paid label. But please make sure that we charge the customer at once . All costs (international return + domestic return+ admin fee) needs to be covered before we collect the shipment from customer’s place. 

2. The customer has the right to redirect the shipment directly to the seller by arranging the collection by himself ( if it is not a concierge order ) but the point is that we should try to encourage customers to use our service. If the customer returns it by himself, we do not get any profit. But if he decides to use our service, then the shipment will have to go to the hub first. 

ä ✌ h ↑ L 

----- Original Message ----- 
From: "Subir Chakma" <[email-masked]> 
To: "Vivian Guo" <[email-masked]>, "Jane Chow" <[email-masked]>, "Rajiv Prabhakar" <[email-masked]>, "M. Aejazuddin Zafar" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, "Shiv K. Sharma" <[email-masked]>, "Pankaj Joshi" <[email-masked]>, "Ibrahim Usmani" <[email-masked]>, "Seraj Ahmad" <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, "Gelna Genusolango G" <[email-masked]>, "Parag Chaturvedi" <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Subhash Kumar" <[email-masked]>, "Akhil P Walia" <[email-masked]> 
Sent: Thursday, June 13, 2013 4:19:49 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: International returns procedure. 

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