Subject: Re: Order ID 17077556 - Classic FM - Date: 09/10/2018
From: Worchuirin M <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: David Lee <[email-masked]>, Maiwenn Gouthe <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Fri, 29 Jun 2018 09:56:51 +0530 (IST)

Hi Brian, 

I have reviewed and given feedback to the agent on this issue. 

He accepted the mistakes and requested for a refresher training. 

We have scheduled a refresher training with Urvika along with the upcoming batch. 

Thanks & Regards, 
M.Worchuirin 

From: "Brian Sexton" <[email-masked]> 
To: "Worchuirin M" <[email-masked]> 
Cc: "David Lee" <[email-masked]>, "Maiwenn Gouthe" <[email-masked]> 
Sent: Thursday, 28 June, 2018 21:21:39 
Subject: FW: Order ID 17077556 - Classic FM - Date: 09/10/2018 

Hi Mike, 

Can you please review this case with Deep Kammal tomorrow? There is a lack of attention to the case history, and lack of care taken to send the correct blurbs. 

It’s a wrong tickets received case. 

He advised the buyer that we would find replacement tickets. 
The seller advised they can provide the correct tickets. 

Then Deep Kammal told the buyer they would be getting a full refund. 

Then the buyer decided to purchase new tickets. 

Then the seller shipped the correct tickets to the buye. 

Kind regards, 

Brian 

From: David Lee 
Sent: Thursday 28 June 2018 16:36 
To: Brian Sexton <[email-masked]> 
Cc: Maiwenn Gouthe <[email-masked]> 
Subject: FW: Order ID 17077556 - Classic FM - Date: 09/10/2018 

Hi Brian, 

Can this be flagged back to the TL of Deep Kammal please? It’s clear they had no idea of the process and did not even look back at their own case notes when coming back to the case. 

Regards, 

Dave 

From: Ricardo Fernandes 
Sent: 28 June 2018 16:15 
To: David Lee < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Maiwenn Gouthe < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Order ID 17077556 - Classic FM - Date: 09/10/2018 

Hi Dave, 

Buyer emailed saying that he received wrong tickets - non consecutive. 

On the 19th June, 2018, agent Deep Kammal sent the blurb - 02.6 - Buyer received wrong tickets; offer to keep with partial refund OR return for correct and later on the same day, agent sent another email using the blurb - 02.8 - Buyer received wrong tickets; offer to keep with partial refund OR return for full. 

Buyer replied saying that he wanted the option 3. 

On the same day at 09:39 agent Deep Kammal sent another email offering buyer to return tickets and he would be refunded. 

Buyer purchased new tickets as agent said that he would be refunded. 

Buyer complained that we could not help him. 

Seller emailed us saying that he sent the tickets and he would sent the correct tickets. 

Agent sent a new email to buyer informing that seller would send the correct tickets but at that time buyer had buy new tickets on our website. 

Agent sent an email asking for buyer bank details in order to process a partial refund of the shipping costs and there was no needed for that. 

Agent sent another email saying that he had sent the previous email by mistake. 

Buyer emailed back confused with the email and he informed that he had returned the tickets for full refund. 

Shipping team emailed seller informing that we had received the tickets. 

Seller emailed informing that he has sent the new tickets and I checked the tracking number, buyer has received them. 

Buyer has download the e-tickets from TID 17192571. 

Agent should have sent the blurb - Buyer received wrong paper tickets - do you want to keep them with a partial refund? / 02.5 - Buyer has wrong tickets; keep with partial refund OR return and we'll try to sub OR offer upgrade. 

Please flag the case with agent TL. 

Can you please ask one of the Limerick TLs to assign this case? 

We need request buyer to return tickets from TID 17077556. 

Kind regards, 

Ricardo