Subject: Wrong escalation to shipping investigation
From: Worchuirin M <[email-masked]>
To: Viagogo Group <[email-masked]>
Cc: Viraat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>, Viney Stan <[email-masked]>, Kritika Mirchandani <[email-masked]>, Subhojit Hati <[email-masked]>
Date: Wed, 28 Feb 2018 11:02:08 +0530 (IST)

Hi All, 

We are receiving escalations from shipping investigation/returns team for wrong re categorisation. 

Please ensure to follow below escalation process to Shipping investigation/returns team. 

    1. Escalate to Shipping: 

    * 
Tickets are lost in transit (please ensure to call UPS and tracer investigation request raised).     * Tickets return to sender. 

2. Escalate to returns team only when there is a note on the case advising that tickets are received in Limerick. 

The note will look like this: 

In both scenario please ensure to thoroughly read the case history and understand what other agent has updated. Do not escalate multiple times if you see that case has been escalated already by another agent. 

Feel free to discuss with your trainer or respective POC's for any clarification. 

Kind regards, 

M.Worchuirin