Subject: BX Feedback/Update
From: subir chakma <[email-masked]>
To: chetan lanwani <[email-masked]>, Ritesh Rana <[email-masked]>, anku saini <[email-masked]>, 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" <
Date: Mon, 9 Feb 2015 12:21:46 +0530 (IST)

Citi group: 

Citi-SG, IN, MY, PH : They need to pay using the stored Citibank card they provide during time of registration. If they want to use a new card, or someone else  Citibank card, they must update the card details first, and the  Billing address as well in their account. But it has to be a Citibank credit card. 

Rest of Citi-groups: We do not store their cards during registration. They need to provide only the BIN number (first 6 digits of the Citibank card). However, they can pay using any other Citibank credit card. All they need to do is update the billing address in their account accordingly. 

Citibank customers cannot pay using non-Citi credi/debit card or Paypal. 

Disposal R equest: 

All disposal request, partial or full, must be specifically Re-confirmed with Cx with item name, tracking number, in order to avoid any confusion. This is a mandatory process now. 

Say a customer come and says to you - Please dispose my prohibited item? 

You must reconfirm the same. You may say- May I confirm that you want to dispose entire package with tracking number XYZ ? 

If the item is expensive, say above 50+ USD/GBP, please advise alternative Returns/Forward etc... 

Missing shipment at Hub ( LTK1221602767855X ):   

When a shipment is lost at the warehouse after shipment is paid and released by Cx , we're responsible to refund for the lost item as it was lost within our control. DHL never received the package from our end, so a DHL/Safetylinx claim is irrelevant here. 

Hence, we need to adjust the shipping fee that was paid for the lost/missing items,  and refund it along with item cost. All we need is request for  the invoice for missing item in order to resolve the case. 

Citi-HK, Movie Ticket Promotions: 

We launched a promotions for Citi HK. If they release a shipment, and their order value to BX is of certain amount, they get 2 Free Movie Tickets. If they release 2 shipments which qualify, they will get 4 movie tickets. 

However, marketing email sent to eligible Cx was wrong and it stated 20 Movie Tickets instead of 2. We have sent a corrective email to our customers and apologized for the error/confusion. 

Additionally, we have offered p romo SORRY15 ( 15% discount) for this confusion. This promo code is valid to customer who received the email only. 

Incase customer is having any problem with the promo code, please check in the CS, and if problem persist, ask the Cx to forward the original email with the promo and escalate to L2.