Subject: BLX Feedback- IMP
From: Subir Chakma <[email-masked]>
To: "Ahmed Mohd" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, amitchatterjee <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Iftekhar Ahmed" <[email-masked]>, Jessica yan <[email-masked]>, Jupiter Wu <[email-masked]>, "Kartik p . rao" <[email-masked]>, "Mustafa Fouad. Serageldien" <[email-masked]>, "Ravikant Saini" <[email-masked]>, "Sameek Chakraborty" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Ahmed Abdalsamad Mohammed. A
Date: Thu, 17 Sep 2015 20:44:00 +0530 (IST)

LTK1221604455062X - Mohd Ahmed - This type of email to customer is confusing. The customer paid $50 to return 2 packages, however, by mistake we returned only 1 package. So we owe the Cx $15 as he wanted to ship the items to his country now. 

Sumit - You should not have escalated. The issue was simple. 

If he decide not to return, but ship the remaining items to his country, we can refund and he can pay to ship the items. OR, you can offer a vouhcer instead for the return fee of $15. You don't need L3 for this. 

Ahmed - the email you drafted to customer was very unclear. I understand Cindrella's email was not detailed, but you should understand that the promo of $15 was for the return fee, and not something extra we are giving. 

This got the customer completely confused and will possibly escalate to management. This is a completely self created issue we have. Really unwanted. 

LTK1221604177317X - Sameek, Cx from Malaysia paid extra charges on delivery to DHL guys. Issue was reported on June 20, 2015. After a follow up till now, Sep 16, the issue is still pending. 

Everything has a limit. You should do the basics and if the issue is not getting resolved, or someone is not responding or cooperating, you should discuss the matter with L2 and should NOT drag the case what so ever for 3-4 months. This is absolutely NOT ok. Applies to all. 

You should write to DHL 3 times with pending internal for 2 days, and if they do not respond within 6-7 days, it should be escalated to L2. 

Everyone note this procedure please. We cannot keep waiting for ever as above case to resolve an issue. 

LTK1221604489080X - Kartik 
LTK1221604459432X - Ravikant 
LTK1221604484702X - Kartik/Ravikant 

No Spanish support at BLX. Please use google translator to reply to them. Kartik, Gelna, Amandeep, Subir has google access to send the ticket across to any and get it resolved. 

Do not escalate any tickets to Spanish queue. Julia who use to handle Spanish queue is no longer working with us. 

LTK1221604490451X - Ravikant , the ticket needed re-escalation to L3. However, Ravikant did not escalate the case and kept it pending internal. Such delay can lead to serious issues. 

LTK1221604452291X - Daisy, The ticket was assigned to IT supported in LP which is no longer in used. This is completely wrong. Please keep the ticket in your queue after sending the email to IT to cs-support@. 

Any confusion let me know. I don't want to see another error with this. 

Regards