Subject: Re: 17685542 - Wrong US Cancellation
From: Charanjit Singh Sandhu <[email-masked]>
To: Brian Sexton <[email-masked]>, Viraat <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: [email-masked], [email-masked]
Date: Wed, 3 Oct 2018 13:29:04 +0530 (IST)

Hi Brian, 

I have reviewed this case with Ashwin and he has told me that he has read the important info email before escalating to payment for refund. 

However, Ashwin got confused with Important info email as there were two headlines mentioned on the email. He thought under first headline there are four points and under second headline there are 9 points. As per second headline "IMPORTANT: if the customer is not asking for a refund, do not offer it.", he followed the steps under it. 

I have announced to my team that do not escalate to payments in these type of cases where buyer is not asking for refund. 

Thanks & Regards, 
Charanjit 

From: "Brian Sexton" <[email-masked]> 
To: "Charanjit Singh" <[email-masked]>, "Viraat" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "Maiwenn Gouthe" <[email-masked]>, "Anna Jeanne" <[email-masked]> 
Sent: Tuesday, 2 October, 2018 20:41:44 
Subject: 17685542 - Wrong US Cancellation 

Hi Charanjit, 

Can you please advise why Ashwin escalated this case to payments to refund the buyer as per the new US Cancellation process? 

The buyer did not ask to cancel the order, they were just asking for the tickets: 

This should have been flagged with us to contact the Broker US to ask them to fulfil the order. 

And yes, CSL does say that the buyer was eligible for refund, but the buyer did not request a refund, they asked for the tickets. 

Can you also make announce this point to all teams [ mailto:[email-masked] | 
@Virat Joshi ] [ mailto:[email-masked] | @Urvika Chaudhary ] 

Kind regards, 

Brian Sexton 

Outsourcing – Leadership Program