Subject: Re: 17585468 - Agent Promised a Refund to a Buyer who was not entitled to one
From: Urvika Chaudhary <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Viney Stan <[email-masked]>, Joanne Payne <[email-masked]>, maiwenn gouthe <[email-masked]>
Date: Mon, 20 Aug 2018 17:26:28 +0530 (IST)

Hi Brian, 

Feedback has been shared with Shilpa, She has been advised to go through the CIAN notes thoroughly. 
Agent has also been advised to seek for assistance in case she is not confident with any of the query. 

Thank you for highlighting the case. 

Warm Regards, 
Urvika Chaudhary 
Trainer Manager - Viagogo.com 
LiveSalesman.com 
[email-masked] 

From: "Brian Sexton" <[email-masked]> 
To: "Viney Stan" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "Joanne Payne" <[email-masked]>, "maiwenn gouthe" <[email-masked]> 
Sent: Friday, 17 August, 2018 21:21:21 
Subject: 17585468 - Agent Promised a Refund to a Buyer who was not entitled to one 

Hi Urvika, Viney, 

Can you please review this case with Shipla? 

Shilpa confirmed a refund to a buyer when the buyer was not entitled to a refund. Shipla also did not read the case notes. They did not read Tier 3 Joanne’s case note advising to contact her if the buyer responded. 

I know that Shipla has only been with us for a few days but they should not have been allowed to send such an email they should have asked for guidance and they should know, especially when starting a new job how important it is to pay close attention to the work they are doing and to always ask questions if they are unsure. 

Joanne had spent a lot of time and effort investigating this case and then Shipla’s disregard of case notes and lack of effort ruined everything. Now we may needlessly have to refund the buyer. 

Please review this case with Shilpa and ensure you are closely monitoring their progress. 

Kind regards, 

Brian Sexton 

Outsourcing – Leadership Program