Subject: Re: Incorrect escalations to SS
From: Caleb Lundinga Lodi <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: teamlead viagogo <[email-masked]>, viraat <[email-masked]>, Robert Cosgrove <[email-masked]>
Date: Fri, 14 Jun 2019 02:17:43 -0700 (MST)

Hi All, 

I reviewed this with Becho yesterday. I advised him to take TL's approval before escalating any cases to Seller Support. 

Thank you for your cooperation! 

Best Regards, 
Caleb 

From: "Brian Sexton" <[email-masked]> 
To: "teamlead viagogo" <[email-masked]>, "viraat" <[email-masked]> 
Cc: "Robert Cosgrove" <[email-masked]> 
Sent: Thursday, 13 June, 2019 21:43:18 
Subject: FW: Incorrect escalations to SS 

Hi all, 

Can the below please be reviewed with Becho and the teams informed of the same? 

SS escalations should be checked by TLs (you) before being escalated. 

Kind regards, 

Brian 

From: Eimear Slijepcevic 
Sent: Thursday 13 June 2019 17:07 
To: CSLeads <[email-masked]>; CSLeads.APAC <[email-masked]> 
Cc: Tom Crawford <[email-masked]>; Manuela Suhner <[email-masked]> 
Subject: Incorrect escalations to SS 

Hi all, 

Below are escalations from today. There is not 1 TL approval here. 

We will start returning everything where there is not TL approval (excluding payments and CB team) 

    * Wrong tix process not being followed 
    * Agents saying invalid tracking – Transaction state is In Transit 
    * Asking for delivery during working hours? 
    * Will seller be paid – Pending Seller Payment 

Can you please advise what the communication has been to your teams and have huddles again. 

In transit 

Complete 

Pending seller payment 

In transit 

Thanks, 

Eimear