Subject: Fwd: REMINDER-- Tickets Sent but Never Received - New process
From: Urvika Chaudhary <[email-masked]>
To: gopal <[email-masked]>, Harpriya Walia <[email-masked]>, Abdul Ahad <[email-masked]>, Kasende Kibambe Daniels <[email-masked]>, Ashwani Panicker <[email-masked]>, Sankarshan Rajan <[email-masked]>, fahmina <[email-masked]>, shabana <[email-masked]>, Puneet Khanna <[email-masked]>
Date: Mon, 23 Apr 2018 13:47:12 +0530 (IST)

Warm Regards, 
Urvika Chaudhary 
Trainer (LDP) 
LiveSalesman.com 
[email-masked] 

From: "kunal" <[email-masked]> 
To: "Urvika Chaudhary" <[email-masked]> 
Sent: Monday, March 26, 2018 7:18:17 PM 
Subject: Fwd: REMINDER-- Tickets Sent but Never Received - New process 

From: "Urvika Chaudhary" <[email-masked]> 
To: "Viagogo Group" <[email-masked]> 
Sent: Thursday, 8 February, 2018 17:37:45 
Subject: REMINDER-- Tickets Sent but Never Received - New process 

Hi Team, 

Please note the important update below - Tickets Sent but Never Received - New process 

Warm Regards, 
Urvika Chaudhary 
Trainer (LDP) 
LiveSalesman.com 
[email-masked] 

From: David Lee 

Sent: 06 December 2017 18:08 
To: CS Ireland < [ mailto:[email-masked] | [email-masked] ] >; PS Specialist < [ mailto:[email-masked] | [email-masked] ] >; PS London < [ mailto:[email-masked] | [email-masked] ] >; CS.AsiaPacific < [ mailto:[email-masked] | [email-masked] ] >; CS.NewYork < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Fulfilment.UK < [ mailto:[email-masked] | [email-masked] ] >; Special Ops Team < [ mailto:[email-masked] | [email-masked] ] >; ECC < [ mailto:[email-masked] | [email-masked] ] >; CSLeads < [ mailto:[email-masked] | [email-masked] ] > 
Subject: [PROCESS UPDATE] - Tickets Sent but Never Received - New process 

	

PROCESS UPDATE 

DATE 	

06.12.2017 

TOPIC 	

Tickets Sent but Never Received - New process 

DETAILS 	

In order to improve buyers experience, we are changing our policy around delivery issues. 

It is very important that the new communication to buyers is followed . 

Deadline to report an issue 

· The deadline to report a delivery issue has been extended à buyers have now up to 3 months to report an issue (from the day we sent the “tickets are dispatched” email) 

Handling the case 

How to handle queries from buyers regarding a delivery issue? 

Enquiry Source: “My tickets have been shipped but not received” 

1) Conduct the usual verifications by checking the tracking information on the UPS website; 

2) Then, only when you have gone through all the verifications and you concluded that the tickets may be lost in transit: 

· Raise a tracer with UPS; 

· Look at the event date and inform the buyer that we are investigating: 

o If the event is more than 10 days away à inform the buyer the investigation can take up to 5 days using the blurb: We are investigating with UPS - Investigation can take up to 5 days - Event in more than 10 days 

o If the event is less than 10 days away à inform the buyer that the investigation can take up to 48 hours using the blurb: We are investigating with UPS - Investigation can take up to 48 hours - Event in less than 10 days 

· Escalate to Shipping investigations explaining the tickets appear to be lost in Transit , that you have raised a tracer and inform the buyer. 

· If event is in the next 48 hours you should: 

1) Raise the tracer 

2) Move to Pending Replacement 

3) Inform the buyer we are now investigating 

4) Escalate to Shipping investigation 

[ http://wiki.viagogo.corp/pages/viewpage.action?pageId=19537593&src=search#expand-TicketsSentbutNeverReceived | Wiki Page ]