Subject: SHIPPING INVESTION ESCALATION ISSUE: (TID: 15242275 - Fan Seller- Imagine Dragons- 6 day(s), 5 hours away)
From: Kritika Mirchandani <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Rosette Modiri <[email-masked]>
Date: Thu, 5 Apr 2018 13:45:31 +0530 (IST)

Hi Brian, 

Tickets are returned to London office and buyer has provided the return address. as per process Agent escalated the case to shipping investigation however she received an email from shipping investigation team stating that " this is not a correct shipping investigation escalation" and to check with TL. 

According to the below update, we should be escalating this to shipping investigation. 

If no Work Item indicates that tickets have been returned by VGG : 

· 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 template 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 

Can you please check and advise as to what should be done here? 

Regards, 
Kritika