Subject: Fwd: CSS Score Investigation – Team Agra – 06/11/2018
From: Kritika Mirchandani <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Date: Thu, 21 Feb 2019 04:12:06 -0700 (MST)

PFB. 

Kind Regards 
Kritika Mirchandani 

From: "Kritika Mirchandani" <[email-masked]> 
To: "Brian Sexton" <[email-masked]> 
Sent: Thursday, 8 November, 2018 19:07:16 
Subject: CSS Score Investigation – Team Agra – 06/11/2018 

Hi Brian, 

Please find the CSS Score Investigation for my team below: 

TID 18341387 - Gillbrinne – Buyer asked to expedite their delivery and agent used the correct blurb and followed the correct process but as the buyer was furious, he was not happy and this could be the reason for the negative remarks. 

TID 17692606 - Vikram – Seller was asking for payment and it was recently reset as per the note left from payments. Agent replied incorrectly to the seller that we have paid them which was lack of investigation and then he kept a follow up to check the case with me but agent should have been capable of handling the case themselves if he would have checked the case history. As the agent is off today, I will surely provide him the feedback tomorrow. 

TID 18767727 - Nilanjan : Seller called and asked that he wants to ship the tickets through express saver and agent advised him to ship tickets by MSBD as the plan is already Express saver. There is nothing about which the seller could have been upset as agent followed the correct process and advised the customer correctly. 

TID 18583828 - Sagorika : Tickets were delivered but buyer was claiming that they have not received them and asked for new replacements. Agent followed correct process and called UPS and informed same to the buyer and then escalated the case to Shipping Investigations for further consideration. As buyer paid 700 euros for the tickets and did not receive them, they must be upset about the same and left negative remark but the agent followed the process correctly. 

TID 18800811 - Govind : Agent followed the correct process as buyer claimed they did not click on confirm order and the purchase went through. Buyer is just not happy with the price charged and the fact that we can't cancel orders and they have to wait for their tickets to arrive. 

TID 18811223 – Daniel Nd : Agent followed the correct process as buyer asked for cancellation but the tickets were already in transit and that's what the agent explained them, he also explained him that he can relist the tickets. Buyer was just not happy with the price charged and the fact that we can't cancel orders and that could be the reason for the negative remark. 

TID 18800361 - Sagorika : Agent followed the correct process as seller did not confirm the sale and asked to confirm it after the 48 hours period. Agent informed him that its not possible and he will be charged as order was in pending sub. Seller was just not happy with the fact that they will be charged and he was not able to confirm sale anymore. 

TID 18840581 - Gillbrinne : Agent followed the correct process as buyer asked for her tickets but the event is turkish football, agent explained her the same and asked for correct details as seller wasn't able to tranfer the tickets to the buyer. 

TID 18519231 - Parvez : Agent followed the correct process as buyer was not happy with the price charged and wanted refund. Agent explained him that we can't cancel orders and as he already listed the tickets, his listing was active. 

TID 14166981 - Aditi : Agent followed the correct process as buyer asked if event has been cancelled. Agent informed them that viagogo has not received information regarding the same. 

TID 18631699 - Govind : This order has no emails by Govind. 

TID 18839168 - Parvez : Agent followed the correct process as buyer emailed in Slovak language and agent informed buyer about the Supported languages on our platform. 

TID 18843276 – Daniel Nd : Agent followed the correct process as buyer asked for cancellation and he informed him that we cant cancel but buyer can relist. Buyer must have been upset due to the fact that we cant cancel orders. 

TID 18368665 - Aditi : Buyer was asking for refund and was claiming that they were not aware of the price charged. Agent explained him the steps of purchase and that we cant cancel which is apt to the process. Buyer is still contacting us claiming that they have contacted the original seller and they claim that the tickets will be fake. I think all this is upsetting the buyer and that why he decided to give negative remarks. 

TID 18843276 – David Mb : Buyer asked for cancellation and claimed that the official sales have not started yet and we are selling tickets which we don't have. Agent explained him as to how viagogo works and that as soon as his seller will receive tickets, he will receive them too. Buyer must have been upset due to the fact that we cant cancel orders. 

Please let me know if you need further assistance on this. 

Kind Regards 
Kritika Mirchandani