Subject: LTK1221604373574X
From: Gelna Genosolango <[email-masked]>
To: subir <[email-masked]>
Date: Wed, 5 Aug 2015 02:53:38 +0530 (IST)

Hi Subir sir, 

You told me before that we have not charged our customers for duty and tax for the last 2 months, is it for all the countries? We have a ticket here, cs is from Indonesia whose asking why her current shipments has tax but the 2 previous orders has no customs fees. Order# 2196153 has no tax but if we check the TCc now, it is showing USD7.76 for the Tax , same for Order#2250857. Like what you said to me, do I just tell her that we haven't charged them for the customs fees for the last 2 months and she actually save previously but our system has been fixed already and the correct amount for the customs fees has now applied correctly? 

In my own opinion, it's best if we have the rate for the duty and tax for each item for all the countries we are catering so it would be easy for us to show them the calculation. It's unfortunate that we do not have it and what we can only say is that it is calculated based on CIF value, check with his local customs or provide us a proof. Some cs will come on chat saying a certain duty/tax rate for that item and we cannot say whether the cs is correct or not because we do not have it. It's hard really. 

This customs fees and handling fee is the most common issue raised by our cs and if I am not mistaken the most reason why we are receiving negative feedbacks from our customers. 

Regards, 
Gelna