Subject: Concierge order 83157. LTK1221601495543X.
From: Subir Chakma <[email-masked]>
To: Sanjay Dutt <[email-masked]>
Date: Wed, 9 Jul 2014 03:43:25 +0530 (IST)

Sanjay, why did you cancel this concierge when you know that card will be fixed and then we could have re-ordered it with Amazon. 

Hello, 

Concierge order 83157. LTK1221601495543X. 

This order was placed on the 28 th and cancelled on 3 rd of July. As far as I see in shopper.mx the order was cancelled by Amazon ‘s side on the 3 rd as well. 

-           The correct credit card details were provided on the 3 rd therefore we could have tried to place the order again instead of cancelling it straight away. If we see we are encountering any issues issues and not resolved yet, please we should advise customers that there will be a delay in the order  so that they can decide if waiting or cancelling it. In the email we gave him no option and customer wanted us to place the order again. If we hadn’t cancelled it straight away, we would have been able to assist him properly by placing it again. 

-           In the ticket we advise customer that the refund will take 2-10 business days. This sounds like we, Borderlinx, takes actually 10 days to process the refund. Due to that,  this customer complained as well. Please advise customers that we will process the refund in 2-3 business days as it usually is. After this is processed and confirmed by Mel, then we can advise that CITIBANK will take up to 7 days in processing it. 

-           When we have a customer complaining for the refund of a concierge order, please make sure that agents keep always in mind that there is a difference between the authorized amount and captured amount and that what we actually refund is the captured amount. This will help customers understand how we work. We suspect that in this case the discrepancy is due to this difference. In addition, we should always keep in mind the exchange rate when the amounts are lower. In the chat, agent did not mention any of these two possible explanations for a discrepancy. 

I am handling the case now, so no need to email customer from your side. Thank you. 

Regards, 
Julia