Subject: [Training Update] - Wrong Tickets - Review
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: David Lee <[email-masked]>, Kritika Mirchandani <[email-masked]>
Date: Fri, 1 Feb 2019 12:44:54 +0000

Hi Urvika,

I have now updated the training for "Wrong Tickets" and the Wiki page so that the content on both pages match.

  *   The investigation part remains unchanged

  *   Slide 12: Etickets
     *   After the order has been moved to pending substitution, it is now possible again for agents to wrap up

  *   Slide 14: Paper Tickets
     *   Added small note that the agents need to follow up if they ask for proof of wrong tickets
  *   Slide 15: Paper Tickets
     *   Added small note to advise the agent to follow up if they ask the buyer to keep the tickets with a partial refund
  *   Slide 18: Paper Tickets
     *   Distinction added between if the buyer reports tickets and the event is more/less than two weeks away
        *   Less than two weeks: Follow workflow on next pages
        *   More than two weeks: Agent needs to follow up to wait for proof of returned shipment before anything can be actioned
  *   Slide 19: Paper Tickets
     *   Distinction is made between the event being more than two weeks away / less than two weeks away
        *   Less than two weeks: Ask the buyer to return the tickets / send an email to the seller that the sale is cancelled / escalate to payments for full refund
        *   More than two weeks: Ask the buyer to return the tickets / Follow up until proof of shipment is provided / Once proof is provided, advise the buyer we will request a full refund / Send an email to the seller to advise the sale is  cancelled / Escalate to payments for a partial refund for the shipping

  *   Slide 20: Paper Tickets
     *   Distinction added for event being away more than two weeks / less than two weeks
        *   Less than two weeks: You ask the buyer to return the tickets however then you immediately move the order to pending substitution and wrap up. The next agent who receives the case can then escalate the case to payments for a partial refund of returned shipment
        *   Event is more than two weeks away: Ask the buyer to return the tickets and ask for manual payment details. Wait until the proof of shipment is provided - once provided, move the order to pending substititon and escalate to payments for a partial refund for the shipping cost.

  *   Slide 21: Shipping Cost Refund
     *   Added a slide to advise that if we need to provide a partial refund on top of a full refund, manual payment details are needed. Yet, Anna and Stefan in payment confirmed that every manual payment costs 25 USD - therefore, if the agent speaks with the buyer on the phone, we recommend to always offer a voucher first for 2x the shipping cost amount.

  *   Slide 25: Responding to the Seller
     *   Added information on how to exit the case if it is a paper / eticket

  *   Slide 44: Important Information
     *   Added note at the bottom to confirm that more information can be found on the Wiki

Additionally, I have added an additional question to the Quiz in the training where I make a distinction between - the event is more than two weeks away / less than two weeks away to double check if the agents understand the different workflow.

The Wiki now mirrors the content of the training.

The new presentation has also been uploaded onto the OLS.

Kind regards,

Jana Garbe
Training & Quality
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