Subject: Re:
From: Subir Chakma <[email-masked]>
To: "Gelna Genosolango" <[email-masked]>
Date: Tue, 1 Sep 2015 22:29:04 +0530 (IST)

From: "Gelna Genosolango" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Tuesday, September 1, 2015 6:43:45 AM 

Payment error which has been reported for a month now but unfortunately, this has yet to be resolved and cs is already fed up. He sent a complaint to the agent Jupiter Wu under LTK1221604457680X which I do not know how to respond to complaints like this sir and he also sent a very long email in this ticket LTK1221604448308X ( ticket esc to finance by cindrella) . Due to this issue, cs demands a free shipment. 

Check Finance response please and reply accordingly 

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LTK1221604452000X 

CS already moved to Switzerland permanently. The wrong package is still in his apartment in Singapore. Do we have the option to have DHL pick it up there? 

Please check with customer if there is anyone who can assist with the DHL pickup of the package. If yes, well and good, if not, proceed to refund the other customer. 

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LTK1221604385807X 

You were handling this case sir. Cs is now demanding to have the refund for the value of the items. Already emailed Neil to send us the RTO waybill but it's not yet RTO, the shipment is still in China. 

Cx initiated chargeback so all shipping fee paid has been refunded. 

We have requested DHL to RTO and it will take many days per DHL. WE will follow up and try to retrieve the items. Unfortunately we cannot refund the amount 

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Already explained to cs that we paid the Tax to his local authorities but keeps asking for the Tax receipt. He really believe that we are pokceting it. 

Email from cs: " Where is the tax receipt? Without the tax receipt, I have to presume the tax was never paid and you are swallowing my money. If this malpractice is allowed over the last 9 years, then all the more the tax authorities have to intervene " 

Please share the T&Cs from our website where it state why duty/tax can vary from what we charge. 
And they can verify with customs if we paid or not with AWB. 
Shipping invoice is a proof of the same that we share with customs office even. 

Unfortunately, there is nothing we can do if the customer don't agree. 

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LTK1221604449998X 

This cs has replied to you email sir. 
Apologise and assure that customer satisfaction is always our priority. We have stated in our previous email (copy paste the email from Jessica) wherein we stated standard fee will apply. 

As a special gesture, reduce admin fee by $10. So charge only $10. 

Regards, 
Gelna