Subject: Re: Concierge Issues
From: Subir Chakma <[email-masked]>
To: Sanjay Dutt <[email-masked]>
Date: Thu, 13 Mar 2014 16:46:51 +0530 (IST)

Hello Ryan 

Please let me explain who we are: 

Borderlinx ( www.borderlinx.com ) has been in business since 2006. Borderlinx Inc is the US affiliate of Borderlinx Europe SA in Brussels, Belgium. Through our website, we enable customers from 58 countries to buy products from US websites and have them delivered internationally with all shipping costs, duties and taxes calculated and prepaid. Here’s how it works: 

An overseas customer creates a Borderlinx account and is assigned a unique US address in Ohio. The address is a suite number in our export hub, a DHL facility in Dayton. (DHL handles our logistics and shipping.) 

The customer purchases a product online, and the seller ships the package to the customer’s “virtual” address.We notify the customer when the package is received and inform him/her of the total cost (international shipping + applicable duty and tax). We dispatch the package when the customer has instructed us to ship it and has prepaid the total cost. 

We also offer our customers a concierge service which is why you can see different names for delivery address and only one billing address. The billing name and address is always the same and not different as you stated. 

If you wish us to provide you more information about our services, please do not hesitate to contact us on email address [email-masked] or through our website www.borderlinx.com . 

Thanks 

Regards 
Subir 

----- Original Message ----- 
From: "Subir Chakma" <[email-masked]> 
To: "Sanjay Dutt" <[email-masked]> 
Cc: "Akhil P. Walia" <[email-masked]>, "admin" <[email-masked]> 
Sent: Wednesday, March 12, 2014 3:19:54 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Concierge Issues 

Sanjay- 

Please see below orders and arrange follow up with merchants. 

Order number  72809 call merchant for order status 

Order number  72821 call merchant for order status 
Order number  72865 cancelled due to failed verification. Need to call merchant 

Order number  72089 call merchant for order status 

Also, there are many pending orders which must be updated ASAP. Kindly work on them. All orders starting 1st Feb, till date, has to be updated without fail. I am trying to assist on many orders, but you have to do it and ensure it is upto date. 

Please note that we do NOT place eBay orders. Reason cited below. Leave that for L3. 

Also, how come you did NOT notice these are gun accessories/parts? Isn't it apparent? 

You should be very careful to check if the merchant is accepting our orders or not (by checking gmail on merchant history), and if we can ship the items for every items (considering our PG policies). If you are not sure, pls check with me. 

Hello, 
As you informed us the new agent is now working on concierge orders, and as we can see there is order 73101 that is cancelled as the seller is not accepting our orders.  

Can you please advise the agent that we do place orders with Ebay, but since most sellers are accepting only PayPal and BillMeLater as a payment option, we (Julia and Ljubica) are placing those orders. 

The orders should be left in status OA (order accepted) and we will handle it.  

Also, there was another order 73053 from Ebay for several sellers that was cancelled because the merchant is not accepting our concierge orders. Of course DHL LB is asking which seller is not accepting the order.  
In addition, all items from this order are gun related items which cannot be shipped through Borderlinx. Therefore, the order should have been cancelled for this reason in order to avoid confusion.  

Here is the example of the email that should have been sent to the customer: 

Dear, 
Unfortunately we have not been able to process concierge order XXXXX. Since these items are gun accessories they cannot be shipped. You can find the list of items that can't be shipped through Borderlinx http://www.borderlinx.com/pages/faq/prohibited .  
Please inform the agent and if you have any further questions, please ask.  

Regards, 
Ljubica 

Regards 
Subir