Subject: LTK1221601316361X-repacking request
From: Subir Chakma <[email-masked]>
To: Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, Subir Chakma <[email-masked]>, Ak
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sat, 21 Jun 2014 02:38:18 +0530 (IST)

Hello, 

I am seeing a trend. At level 1, you are making exceptions you are not suppose to. Like below, going against policy, which shud rather be fwd to L2, if you can not deal with Cx. There are reasons why we have policies. 

Also, you must be clear while explaining the policies to the Cx. You must firmly say no to Cx, but politely. 

We can not go on making exceptions every now and then, which kill the purpose of having policy in the first place. If the Cx is ignorant, we can't help much. 

Hello,  

Please be advised that we do not repack shoes under any circumstances. The information is clearly stated in our repacking policy-  http://www.borderlinx.com/en/pages/faq/repacking-service .  

As per the chat from 11.06.2014 the customer did not even option repacking: 

Inline images 1

This was supposed to be explained to the customer, and request should not have been sent to warehouse.  
Since the shoes were repacked at the end (against our policy!), we do not have the original box that should be from Kate Spade merchant.  

The customer is now claiming that she received wrong shoes (Tory Burch). Please see the email from customer: 

Inline images 2

Please note for future records that we do not and cannot repack goods that are mentioned in our repacking policy as "goods that can not be repacked". Please do not send these kind of requests to warehouse for reviewal.  

Thank you,  
Ljubica