Subject: [Training Update] - Rejected at Gate
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Kritika Mirchandani <[email-masked]>
Cc: David Lee <[email-masked]>
Date: Thu, 21 Feb 2019 12:14:15 +0000

Hi Urvika,

A slight update has been made to the RAG Training on slides 41 / 42.

  *   The agent receives a case where the following three criteria are met and recognised by the system:
     *   Buyer Affiliate is UK (tickets were purchased on the www.viagogo.co.uk site)
     *   Event has Passed
     *   Enquiry Source is "Buyer - There was an issue with my tickets at the venue"
  *   If the agent clicks "Reply to Email" the following message will appear

[image003]

  *   Before the agent is able to send an email they need to confirm which of the actions available they want to do:
     *   Buyer is not due a refund: Follow the process for "No Refund"
     *   Requesting proof/more information is needed: Follow the steps for confirming if proof is available
     *   Informing the buyer of a refund: Follow the normal RAG Process to determine if the buyer is entitled to a refund

If you have any questions about this, feel free to contact me anytime.

Kind regards,

Jana Garbe
Training & Quality
[viagogo logo]