Subject: Re:
From: Subir Chakma <[email-masked]>
To: "Gelna Genosolango" <[email-masked]>
Date: Mon, 17 Aug 2015 22:05:59 +0530 (IST)

From: "Gelna Genosolango" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Sunday, August 16, 2015 7:03:45 AM 

LTK1221604429120X 

Shipment status is IN. Package should contain 3 items but only was updated. Upon checking with Jess, she said : 
THE BOARDWALK LTD WAS NOT IN PACKAGE, HOLE IN ORIGINAL PACKAGING. 

When I told cs to file a claim or refund with the merchant he's saking this: "Why was the package with a hole accepted without sending me a notice or advice of theft? "' 

Same story - we receive the shipments in bulk, so unable to check them one by one. And we didn't realize the issue unless we rechecked the package. We've informed him the way we received the package from the merchant. 

(did the hub explain why they did not alert when they were processing it into the system) 

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LTK1221604421321X 

Initially this cs claims that his package has arrived "Naked" without proper packing or as if it was unpacked out of the original package and now, his demanding for a d of the shipping cost. Per back end info, no repacking was done for his package. Photos attached in his email. 

Explained to cs that we haven't repacked his shipment nor we took it out from its outer box, that what we delivered was exactly what we received from the seller and we only uses pouch to repack as we do not have box to repack them. Advised cs to file a complaint directly to the merchant itself but this is his response: 

so just stay with your money. 
You provided the most expensive and the most terrible service. 
Will recommend strongly never ever use borderlinx uk. 
“Thank you” 

Pls advise what I can reply to him 

Already handled by Amandeed 

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LTK1221604428156X 

Cs requesting for a CB from a manager. Note from agent: 

Suite# 0730-5398 Shipment# 1ZA87R380339056756 

Missing shipment case has been esc to AE on 2015-08-14. However cx not willing to buy the theory of suite number and wants to have a word with the higher management. Preferred contact is over the phone. 

Please advise accordingly. 

Its too late now to call. Please email the customer with an apology and that a call will be surely arranged tomorrow SG time. 

Put ticket in my queue. Send separately through zimbra- call back request 

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LTK1221604420923X 

Agent is under the belief that if there was no duty/tax for the item, there should be no customs handling fee as well. Agent should know that customs handling fee is a charged imposed by Blx for all shipments to MY which is 6% of the value of the item regardless of whether the item has a duty/tax or not. 

Note from agent: "No duty/tax applied to the shipment, but customs clearance has been applied. Kindly check and get the charges updated as customs clearance charge should also not been applied" 

Yes, that is what it is suppose to be. If there is no duty and tax, there should not be customs clearance fee. If you get any such cases wherein customer paid clearance fee, whereas there is no duty/tax, escalate to L3. 

Regards, 
Gelna