Subject: TID 16388859 - Boca Juniors vs Defensa y Justicia - Broker AR -Investigation not complete
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: John Meerholz <[email-masked]>, Robert Cosgrove <[email-masked]>, Urvika Chaudhary <[email-masked]>, Maiwenn Gouthe <[email-masked]>
Date: Fri, 13 Apr 2018 16:29:19 +0000

Hi,

This buyer reported that the seller did not complete the Seller Managed Collection.

The buyer said that the pickup point does not exist. This is not true. The pickup details were accurate.

Rosette believed the buyer and escalated to payments directly without fully investigating the issue.

This should have been flagged to Floor Support who should have emailed the Seller Support escalation to me so we could get a Seller Support agent to investigate the buyer's claim with the seller.

The seller was at the pickup point and they stayed an extra 30 minutes to wait for the buyer. The seller had three other orders for this event which were fulfilled without any issue.

Please be more careful and if a buyer raises an SMC or Hand Delivery dispute this must always be investigated with the seller before escalating to payments.

@Viraat, Urvika - please review this case with Rosette tomorrow.

Kind regards,

Brian