Subject: Re: Economy Shipment
From: Akhil P Walia <[email-masked]>
To: subir chakma <[email-masked]>, sameek chakraborty <[email-masked]>, Ritika Yadav <[email-masked]>, chetan lanwani <[email-masked]>, Ritesh Rana <[email-masked]>, anku saini <[email-masked]>, Pritish Nandi <[email-masked]>, iftekhar <[email-masked]>, Mohd Ahmed <[email-masked]>, "Kartik P. Rao" <[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]>
Date: Tue, 10 Mar 2015 23:18:43 +0530 (IST)

Dear All, 

Instead of just saying to customers wait for an email with updates regarding Economy Service. 

Can we please advise that “ the Economy Service is has temporarily been suspended. It will be available again in a few days, but unfortunately we are unable to confirm the exact date. Please accept our apologies for the inconvenience caused. 

In the meantime, you can still release your shipments using one of the other two delivery methods available: Standard or Expres s” 

Thank you. 

Regards, 

Katerina 

----- Original Message ----- 
From: "Akhil P Walia" <[email-masked]> 
To: "subir chakma" <[email-masked]>, "sameek chakraborty" <[email-masked]>, "Ritika Yadav" <[email-masked]>, "chetan lanwani" <[email-masked]>, "Ritesh Rana" <[email-masked]>, "anku saini" <[email-masked]>, "Pritish Nandi" <[email-masked]>, "iftekhar" <[email-masked]>, "Mohd Ahmed" <[email-masked]>, "Kartik P. Rao" <[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]> 
Sent: Tuesday, March 10, 2015 10:54:00 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Re: Economy Shipment 

Dear All, 

We will be suspending the Economy service to Singapore, with immediate effect. 

· All images on the site will be removed. 

· All orders released on/after Thursday 5 th March will be shipped by DHL Express. 

· Orders released before 5 th March, are being shipped via Economy Service. All orders have been processed via Economy Service, although customers are not able to track the orders in transit. Please assure the customers that the orders will be delivered. 

· Email will be sent to customers affected with good will gesture/refunds- details to be confirmed…Do not reveal anything to the customers, yet 

Please ensure the team is informed. 

Any questions, let me know 

Regards, 

Katerina Mousia 

Customer Service Manager 

----- Original Message ----- 
From: "subir chakma" <[email-masked]> 
To: "sameek chakraborty" <[email-masked]>, "Ritika Yadav" <[email-masked]>, "chetan lanwani" <[email-masked]>, "Ritesh Rana" <[email-masked]>, "anku saini" <[email-masked]>, "Pritish Nandi" <[email-masked]>, "iftekhar" <[email-masked]>, "Mohd Ahmed" <[email-masked]>, "Kartik P. Rao" <[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" <[email-masked]> 
Sent: Tuesday, March 10, 2015 9:55:20 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Re: Economy Shipment 

This is what is going to happen, final update will be shared with you. 

- We will be refunding the shipping cost for the economy orders who are complaining. Do not tell customer as yet, but offer escalation. Send them to L2. 

- We will discontinue Economy service until the issue is fixed. But all items released will be delivered. 

- Please apologize to the Cx for the delay and inform that a response is expected within 24 hours. (Escalate to L2) 

----- Original Message ----- 
From: "subir chakma" <[email-masked]> 
Subject: Economy Shipment 

If the shipment has been recently released like in first week of March. No need to escalate them to L2. 

If a Tracking has been issued already, and Cx cannot track anything, No need to escalate them to L2. 

Please advised the customer based on the CRs below and apologize. 

Matter has been reported to Katerina who is looking into it with Singapore post/Imex. 

If a shipment has been released in Feb, but no tracking has been issued yet, please escalate them. 

See some CR how to guide the Cx. 

No Tracking Issued 

Please be advised that there is some delay in issuing the tracking number for your economy shipment. Be assured that the items are being processed on time, and will be delivered to you within 12 working days. 

There is some technical error causing the delay in updating the system with the tracking numbers. Once the issue is fixed, it will be updated to the system. 

Apologies for the inconvenience caused to you. 

Tracking number issued but not showing update 

Apologies that your economy shipment tracking is not providing any information online. The matter is being reviewed at higher level and will advise you as soon as we have an update. 

Unfortunately, due to the type of arrangement we have for the economy shipments, there is no way to contact the local courier for an live update. The economy system is highly different then your normal DHL services. 

Hopefully, all issues will be fixed in coming days and you should be able to track them online, similar to DHL shipment. Please allow the stated 12 working days for the delivery of the items.