Subject: Flagging Queries- New Procedure
From: Subhojit Hati <[email-masked]>
To: Viagogo Group <[email-masked]>
Date: Tue, 20 Mar 2018 12:38:35 +0530 (IST)

Hi Team, 

Hope you guys are doing great :) 

Going forward if you have any queries that we are unable to resolve and need onshore's (Limerick) support, you need to email it to us keeping the following point in mind: 

    * Subject line should include: Date of flagging (YYYY/MM/DD)- TID(s) or LID(s)- Enquiry Source (Subject line in CSL)-Event Date (YYYY/MM/DD)- Seller Type- Event Name- Query Type (Concise explanation of the query for e.g Blocked User, Wrong Tickets, Record Success etc.) 

Ideal email template as follows: 

'Sub:- 2018/03/20- TID: 16132696- Seller - How do I ship tickets? - 2018/03/17- Fan Seller- Saut Hermès - Weekend Pass - Record Success/Buyer to be refunded or not 

Hi Support Team, 

The buyer claims didn't receive the ticket master tickets. Could you please check if the Ticket master transfer was successful so we could determine if the buyer is entitled to refund or not? 

Regards, 
Your Name 

Or 

Hi Support Team, 

Can we record success for this seller so he could be paid? 

Regards, 
Your Name' 

***Please note SS escalation procedure remains the same. SS email template as follows:*** 

'SUB: TID: 16064743- Broker DE- Imagine Dragons & Kygo + Kraftwerk 3 D - Lollapalooza Berlin 2018 - Sunday- 176 day(s), 20 hours away 

Hi Brian, 

Could you please request SS team to provide the following names to Broker DE for personalisation? 

Alina Ciocirlan (adult) 
Eduard Ciocirlan (adult) 
Ema Ciocirlan (8 yo) 
Alexandru Ciocirlan (16 yo) 

If you have any questions, feel free to approach us. 

Regards, 
Subhojit