Subject: Fwd: Value amendment- assistance
From: Akhil P Walia <[email-masked]>
To: Sanjeev Khurma <[email-masked]>, Gurpreet Kaur <[email-masked]>, Kabir Uddin <[email-masked]>, Ratnam Sharma <[email-masked]>, Anas Mohammad <[email-masked]>, "Raj S. Rawat" <[email-masked]>, Devendra Madan <[email-masked]>, Nitin Gupta <[email-masked]>, Amandeep Jangra <[email-masked]>, Akhil P Walia <[email-masked]>, "John Yohjan. Park" <[email-masked]>, Jane Chow <[email-masked]>, Vivian Guo <[email-masked]>, Subir Chakma <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>
Date: Fri, 7 Mar 2014 01:32:34 +0530 (IST)

Hi All, 

Please be guided accordingly. 

Regards 

Akhil 

Hello team, 

LTK122160721554X LTK122160721551X 

- Customer sent the invoices in this 2 tickets. We directly asked for the tracking numbers, delaying the process. I have been checking them and by description it is quite easy to identify which values have to be updated. It seems clear that the first invoice in LTK122160721554X corresponds to 3 of the items of shipment 1993053, and the other invoice is clearly for shipment 2002129, as per the description. In ticket LTK122160721551X, first invoice is for shipment 1973053 and for the last item of shipment 1993053. Second invoice corresponds to 1999177 since it is the only USB updated. 

We need to try to help customers and make our service easy to use. Please ask the agents to make an effort and at least, try to solve the cases at the first step avoiding delays. 

- Anyway, since the values were not updated and we requested the tracking numbers, he came on chat (LTK122160733983X), and instead of checking the history in LP and ask for the tracking numbers (which it seems it is what we needed), we asked for the URLs (?). Please note that values did not have more than USD50 difference between invoices and what we updated. In addition, these were estimated as per CS system. There was no reason to delay customer’s request. The time taken to reply on chat was long as well. 

As advised previously, we want to make sure customer’s declare correct values, but this does not mean making customer’s experience more difficult. 

Any suggestions/comments, please let us know 

Thank you 

Julia&Ljubica