Subject: Re: consolidated cases
From: Amandeep <[email-masked]>
To: Gelna Genosolango <[email-masked]>
Cc: subir <[email-masked]>
Date: Wed, 7 Oct 2015 15:36:19 +0530 (IST)

LTK1221604525932X - Pls check with Neil first. 

0834-0005 -- already escalated to L3 

LTK1221604449998X - Since the storage policy is well explained in our website to which Cx agreed to, we are afraid, it cannot be waived off completely. However, we have still reduced it. We incur extra charges to store the goods at the warehouse, due to which we have this policy in place. It applies to all the customers. We understand that 30 days is long enough to return shipment. 

From: "subir" <[email-masked]> 
To: "Amandeep Jangra" <[email-masked]> 
Sent: Tuesday, October 6, 2015 1:22:40 PM 
Subject: Fwd: consolidated cases 

Pls see below issues and handle them 

From: "Gelna Genosolango" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Tuesday, October 6, 2015 6:49:14 AM 
Subject: consolidated cases 

LTK1221604525932X 

AWB# 8531535832 & 0917-9961 

We contacted Neil on 30th Sept to ask the status of the shipment as it says On Hold. Neil then replied, see email below: 

This shipment failed inspection. The receiver name is on the denied persons list and was returned until the receiver can prove they are not on the list with their passport and ID. Shipment was returned to us on airway bill 2263384163 and are now in cs Goods Awaiting Shipping. 

We already have the cx passport and ID. Do we just need to release this manually sir or need to share it with Neil first for them to check if the person is not in the denied person lists ? 

******************************************************** 

Hello L2! 

0834-0005 

Normally Citi HK customer get 5% Citi discount during checkout at BLX without having to enter a promo code. However, it appears Cx don't see the discount anymore. 

Subir is checking the issue internally with L3 before we response to the customer. 

****************************************************************************************** 
LTK1221604449998X 
Suite number 0726-5592 
Shipment ID 4458189 
Request: Waiver of the storage fee of the item 

This was marked PG and should have been returned back to the merchant but was not successful due to the last date to return the item is already over. But, level 3refused to waive it off. With a message: 
Storage fees are part of the terms and conditions, and we can see that the customer was not co-operative in responding to the email which caused a delay and therefore storage fees started to apply. We cannot refund the customer the storage fees he paid, as we have mentioned it in our terms and conditions. Customer can refer to : 

http://www.borderlinx.com/en/pages/terms-and-conditions 

Under Storage at the Borderlinx export facility number 29. 

But as a goodwill gesture we can offer a promo code of 20 USD. ( This time shipment was already released for delivery). 

CS is refusing to accept the USD20.00 promo code we offered to him. He paid USD45.00 for the storage fee. 

Pls check and advise what to do. 

Regards, 
Gelna