Subject: Feedback Ticket - DSATs
From: subir chakma <[email-masked]>
To: Pritish Nandi <[email-masked]>, iftekhar <[email-masked]>, Sadique Anwar <[email-masked]>, Jeannina Ruth <[email-masked]>, Mohd Ahmed <[email-masked]>, "Kartik P. Rao" <[email-masked]>, Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil P Walia <
Cc: Pratibha <[email-masked]>
Date: Fri, 30 Jan 2015 18:25:21 +0530 (IST)

Hello all, 

I have reviewed some of your DSATs. Please see my feedback below. 

LTK1221602753492X - Payment troubleshooting: We are not following step by step troubleshooting procedure as stated. 

This Cx clearly stated error is with OTP. Now, OTP is issued by bank and correct OTP sent on mobile no. must be entered to complete the transaction. Therefore, the matter must be explained clearly to Cx, and to resolve it with bank. 

Also, such error may crop in if they are using a different credit card then what they have stored in their BX account. Therefore, you must very clearly explain this, and ensure it is the same credit card. 

LTK1221602658285X - Blacklisted account, Fraud: 

You must explain to Cx what all docs are required, and that the matter is with security team and security verification is mandatory before account status is updated. 

 - For fraud report from merchant, Cx must resolve the payment issue with the merchant, get us a written email from merchant that matter has been amicably resolved. Plus provide personal ID & address proof. 

 - For fraud of using credit card issued from some other countries. Cx must provide copy of all credit card attempted with BX. Plus provide personal ID & address proof. 

- For fraud report from another card issuer/bank: Cx must provide copy of the credit card used with BX. Plus provide personal ID & address proof. 

- For chargeback, Cx must withdraw the chargeback for us to review the account status. If any refund is pending, we can refund if the chargeback is withdraw. 

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LTK1221602732525X - Returns payment verification (chat dated January 16, 2015 ): When there is delay from Melaney on verification of payment of return fee, pls discuss with L2 so we can have it verified with L3. It is possible. To wait 3 business days when return period is getting over, it does not look good on us. 

Make it an exception and discuss with L2. 

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LTK1221602670131X - Claims (chat dated Jan 7, 2015):  All are aware what all documents we need to successfuly file a claim. 

Identify the shipment, confirm nature of claim and check the docs. Its easy as that. 

Iftekhar didn't bother to check anything and went on giving standard responses repeatedly that claims dept will review and get back to him,  which irritated the Cx more. Anyone can read the docs and confirm to the Cx right there and then. 

Chat ws escalated to claims dept- Sanjay , who simply acknowledged the receipt of the 6 emails and that he will review it later. Why not now? It would take hardly 5 mins extra to quickly go thru docs and confirm everything is fine, or if  any other docs /info is needed . That would have made a difference to the Cx who is concerned for not receiving any acknowledgement so far. 

Lousy service here. 

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LTK1221602539457X - Returns:  When a Cx claim of a Prepaid label inside the package, you must verify the same with Hub team before charging/initiating return. As it happened in this case, incase Cx is wrong and prepaid is not included inside the package, it can lead to unnecessary delay and confusion. 

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LTK1221602714876X - Payment options:  Except for Citi-SG , IN, MY , PH &  UOB/SC/Alliance , rest of the member groups get option to pay using- Another credit/debit card. 

Therefore, a Visa/Mastercard member can also pay using another credit card beside a Visas or MC. While doing so, they will not be eligible for any VISA/MC promotions/benefits. 

Additionally, Cx cannot pay using two credit/debit card for same order.