Subject: Re: TID: 20736542 -- Fan seller US -- 33 Variations ,21/03/2019, 27 days ago -- Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges.
From: Himanshu Manral <[email-masked]>
To: Rosette Modiri <[email-masked]>
Date: Tue, 23 Apr 2019 14:13:41 -0700 (MST)

Hi Rosette, 

I'm on the case now. Awaiting for buyer reply to upload the proof of his paypal account statement. 

Regards, 
Himanshu 

From: "Rosette Modiri" <[email-masked]> 
To: "Himanshu Manral" <[email-masked]> 
Sent: Wednesday, 24 April, 2019 01:04:55 
Subject: Fwd: TID: 20736542 -- Fan seller US -- 33 Variations ,21/03/2019, 27 days ago -- Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges. 

Hi Himanshu, 

Please take ownership of this case. 

Rosette 

From: "Rosette Modiri" <[email-masked]> 
To: "India Inbox" <[email-masked]> 
Sent: Wednesday, 24 April, 2019 00:32:18 
Subject: Re: TID: 20736542 -- Fan seller US -- 33 Variations ,21/03/2019, 27 days ago -- Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges. 

Hi Jose, 

Thanks for the update. 

Kind Regards, 
Rosette 

From: "India Inbox" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Cc: "Himanshu Manral" <[email-masked]> 
Sent: Saturday, 20 April, 2019 14:21:02 
Subject: Re: TID: 20736542 -- Fan seller US -- 33 Variations ,21/03/2019, 27 days ago -- Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges. 

Hi, 

It is not necessary to contact the other agent. Please request the proof to this buyer, if both transaction are complete, escalate to payment team. 

Kind regards 

Jose 

From: Rosette Modiri <[email-masked]> 
Sent: 19 April 2019 19:11:09 
To: India Inbox 
Cc: Himanshu Manral 
Subject: Fwd: TID: 20736542 -- Fan seller US -- 33 Variations ,21/03/2019, 27 days ago -- Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges. 
Hi there, 

With reference to the above TID, the buyer reported that he has been double charged and has 2 pending charges on pay-pal and the money was taken from the credit card as well. The agent trudel.banouanina escalated the case to payment. Actually Payment team advised to inform the buyer to contact Paypal as the proof provided showed both status are still in pending. 

Could you please inform trudel.banouanina to contact the buyer here and to advise to contact Paypal in order to request for the correct proof showing that the money has been taken from the account. 

Kind Regards, 
Rosette 

From: "Himanshu Manral" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Thursday, 18 April, 2019 05:20:34 
Subject: TID: 20736542 -- Fan seller US -- 33 Variations ,21/03/2019, 27 days ago -- Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges. 

Hello Rosette, 

Buyer emailed complaining about the charges of the same total amount already paid with his credit card on his pay-pal account and as attached the proof of charges of his pay-pal account with different transaction ID. 

Buyer said that he paid the transaction with his (credit card Payment Method : VISA: ************2467) but have been charged twice the same amount on his pay-pal account and has provided proof of the pay-pal account of the 2 charges with first transaction ID:O-29P87368AP6145544 and the second transaction ID:O-9FL17432DM034781G. 

Agent trudel.banouanina request a full refund due to viagogo CS Error and escalated the case to the payment department. 

Payment team replied a s the proof showed both status are still in pending, please ask buyer to contact Paypal to make sure if both transaction has change to complete or not and prove proof of the payment has been taken then escalate again. 

Please forward this info to Agent trudel.banouanina to contact the buyer to request the pay-pal transaction payment status and then escalate the case to payment department again. 

I've put the case on follow up as we're unable to wrap up (case is already with the escalation team). 

Regards, 
Hiamanshu