Subject: FW: [REMINDER] - Escalating to Returns or Shipping investigation
From: Robert Cosgrove <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Brian Sexton <[email-masked]>, Jelena Kalcuka <[email-masked]>, Maxime Kurvink <[email-masked]>
Date: Thu, 22 Mar 2018 12:09:47 +0000

Hi Guys,

Please read the following,

Kind regards
Robert

                                     REMINDER

DATE

22.03.2018

TOPIC

Escalating to Returns or Shipping investigation

DETAILS

When you are escalating any cases to either shipping investigation or returns you must include the following information in the case note:

Full Name (Receiver)
Phone Number
Correct Address
If the address is not a personal address, please ensure the name provided is that of the person receiving the tickets (e.g. if a hotel, it should be the name of the person that the booking was made under)

Buyers have up to 3 months to report an issue (from the day we sent the "tickets are dispatched" email) - if reported after this time we cannot investigate and the issue should not be escalated to

Be aware of the number of days until the event, and if the tickets will arrive in time for the event
Always read the case history - this can help determine if
A deadline (Must Ship By Date) was extended for the seller
When the seller confirmed the order
If the seller is shipping with a different courier / postal service
The reason as to why the shipment failed
If the buyer or seller was asked for a different address
Always check the audit trail
This will show if a label needed to be / was reprinted
If there is a second tracking number
Check the tracking information (if any) on both the courier website and aftership.com

Some workflows will include raising a tracer
This can only be done for UPS
Follow the workflow and disregard this step if the courier IS NOT UPS
Never provide the UPS preferred telephone number to customers

Shipped to/within Italy and signed for by GIANELA

[http://wiki.viagogo.corp/download/attachments/19537555/image2017-1-13%209%3A38%3A55.png?version=1&modificationDate=1484300335590&api=v2]

This means the tickets have been delivered to our mailbox in Italy, and we will have to arranged to have them resent if there is enough time before the event.

Please confirm the buyers address and email all details to [email-masked]<mailto:[email-masked]> directly.

If a Work Item indicates that tickets have been received by VGG:
*         Confirm the new delivery address with the buyer
*         Explain that we will do our best to resend the tickets back on time for the event and that they will receive a new tracking number as soon as tickets have been resent.
*         Do not reset the shipment, Escalate the new address to Returns using the template below and adding any further relevant information:

C: Buyer contacted us advising tickets have been returned to us

I: Work Item indicates tickets have been received

A: Confirmed the below information with the buyer:

*         Receiver Name:

*         Complete/Correct address:

*         Phone Number:

N: Escalated to Returns

If the address is not a personal address, please ensure the name provided is that of the person receiving the tickets (eg. if a hotel, it should be the name of the person that the booking was made under)

If no Work Item indicates that tickets have been returned by VGG:
*         Check the tracking details to ensure tickets are being returned to us. If they are not, follow the Shipping/Delivery Issues<http://wiki.viagogo.corp/pages/viewpage.action?pageId=19537593> guidelines
*         If they are being returned to us: tickets are often sent back to a mailbox before reaching our offices, so even if the tracking number indicates that tickets are delivered, they may still be on their way to us. Therefore, to manage the customer's expectations, advise the buyer that tickets have not been received and that they are still on their way to us
*         Request a new delivery address from the buyer but do not confirm that the tickets will be resent on time for the event. Once they're received, we will do our best to send them back on time to the buyers.
*         Do not reset the shipment, once the address is confirmed, escalate it to Shipping Investigation using the below tempalte and adding any further relevant information:

*         C: Buyer contacted us advising tickets have been returned to us

I: No Work Item indicates tickets that tickets have been received - Check the tracking details and tickets are on their way to us

A: Confirmed the delivery address with buyer: add address

N: Escalated to Shipping Investigation

IMPORTANT

The addresses for our return locations should not be given to buyers. Buyers cannot pick up tickets from these locations.