Subject: Re: TIDs 14085122 and 14494340 - Shipping Investigation Escalations
From: Urvika Chaudhary <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Vipin Rawat <[email-masked]>, lucas <[email-masked]>, Viraat Joshi <[email-masked]>
Date: Fri, 18 May 2018 09:07:20 +0530 (IST)

Hi Brian, 

The case has been reviewed with both the agents. 

They have been advised to carefully read the case notes and follow the instructions. Also, they have been informed to avoid unnecessary escalations to shipping investigation team. 

Thank you for highlighting the issue, this shall be monitored. 

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

From: "Brian Sexton" <[email-masked]> 
To: "Vipin Rawat" <[email-masked]>, "lucas" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "Viraat Joshi" <[email-masked]>, "Kyle ODonnell" <[email-masked]> 
Sent: Wednesday, May 16, 2018 9:57:54 PM 
Subject: Fw: TIDs 14085122 and 14494340 - Shipping Investigation Escalations 

Hi all, 

Please be aware of the below. 

Urvika, Viraat, all agents on the floor should be aware of when they can escalate to shipping investigation. 

If there is a note advising that tickets are returning to us or that tickets are in a viagogo mailbox somewhere in the world there is no need to escalate to shipping investigation, there is nothing they can do. 

In those cases please advise the buyers that we will try to send the tickets back to them if there is enough time and that their order is considered fulfilled and if tickets do not arrive to buyer then they are not entitled to a refund. 

14085122 - Vipin - please review this case with [ mailto:[email-masked] | 
@Urvika ] 

14494340 - Lucas - please review this case with [ mailto:[email-masked] | 
@Urvika ] 

Please refer to Shipping Investigation Specialist Kyle's explanation below. 

If you have any questions about when to escalate to shipping investigation team please do let me know. 

Kind regards, 

Brian 

From: Kyle ODonnell 
Sent: 16 May 2018 17:19 
To: Brian Sexton 
Subject: TIDs 14085122 and 14494340 

Hi Brian, 

Above are just 2 examples of the many unnecessary escalations that we continue to get on Shipping Investigation, if the agents were to read the case notes they would see I have left a note on both of these advising all agents how to proceed with the case but these notes are being glanced over and ignored. 

Once the tickets return to one of our Mailboxes we no longer have an visibility on the package and we need to wait for the tickets to return before any further action can be taking. In cases like these agents should just advise the buyer we will try and resend when we receive the tickets back. Can you please make sure all agents are informed of this and to advise them to read the notes on the case before escalating as it may save them time in the future. 

Thanks, 

Kyle