Subject: Fwd: [REMINDER] - Tickets Sent but Never Received Process
From: Urvika Chaudhary <[email-masked]>
To: Pooja Pachauri <[email-masked]>
Date: Mon, 4 Jun 2018 15:37:57 +0530 (IST)

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

From: "Urvika Chaudhary" <[email-masked]> 
To: "Abdul Ahad" <[email-masked]> 
Sent: Wednesday, May 2, 2018 5:00:33 PM 
Subject: Fwd: [REMINDER] - Tickets Sent but Never Received Process 

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

From: "Urvika Chaudhary" <[email-masked]> 
To: "Viagogo Group" <[email-masked]> 
Sent: Friday, January 5, 2018 11:11:16 AM 
Subject: Fwd: [REMINDER] - Tickets Sent but Never Received Process 

Hi Team, 

Please follow the below update. 

Feel free to ask any doubt about it. 

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

From: "Robert Cosgrove" <[email-masked]> 
To: "Urvika Chaudhary" <[email-masked]>, "Virat Dinesh. Joshi" <[email-masked]> 
Sent: Thursday, 4 January, 2018 18:04:27 
Subject: FW: [REMINDER] - Tickets Sent but Never Received Process 

	

REMINDER 

DATE 	

04.01.2018 

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: 

    * 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 
    * 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 ]