Subject: Re: LTK1221604163485X
From: Subir Chakma <[email-masked]>
To: "Sanjay Dutt" <[email-masked]>
Cc: "Sameek Chakraborty" <[email-masked]>
Date: Tue, 30 Jun 2015 13:21:17 +0530 (IST)

Sameek this a very good pointer and you should be careful instead of being in a hurry to escalate. 

From: "Sanjay Dutt" <[email-masked]> 
To: "Sameek Chakraborty" <[email-masked]> 
Cc: "Subir Chakma" <[email-masked]> 
Sent: Monday, June 29, 2015 6:46:38 PM 
Subject: LTK1221604163485X 

Dear Sameek 

This ticket you escalated to me for the duty & tax issue. 

When you escalated it to me the shipping details for shipment 1Z4R907F3963794248 was as following : 

Total USD 371.60 (AUD 483.52) 
Shipping USD 56.00 (AUD 72.87) 
Total duty USD 100.00 (AUD 130.12) 
Total tax USD 215.60 (AUD 280.53) 
Extra charges 

USD 0.00 (Fuel Surcharge - US DHL) 

The time you have escalated this to me, value of shipment was updated as USD2000, that was the most possible reason for the wrong duty & taxes. If you check and see the duty deminisis for Australia is AUD1000 with 10%. 

The day you escalated it to me I could have a given a feedback to you on the same day but I was waiting for a customer response with merchant invoice, the value was USD946.25 and after amending the value the shipping fee is as following : 

Total USD 208.27 (AUD 273.53) 
Shipping USD 56.00 (AUD 73.55) 
Total duty USD 47.31 (AUD 62.13) 
Total tax USD 104.96 (AUD 137.85) 
Extra charges 

USD 0.00 (Fuel Surcharge - US DHL) 

The reason for giving this feedback to you is that this case could have solved on the first day customer contacted us, sometimes we also need to use common sense rather than giving a robotic answer or just copy/pasting templates. 

Most of them from you do not put your efforts to see that what is the reason for the rise of duty & taxes for shipment, if customer has written duty & tax in pre chat survey so you people do not even bother to check the account and feel happy to give the canned responses, after that if customer argue lets escalate it. 

Request you all to please give your 110% before escalating it to next level, escalate it only when required. 

Regards 
Sanjay