Subject: 22283084 - Davido & Wizkid & Burna Boy - Afro Nation 2019 - 4 Day - 01/08/2019 12:00 (Local) - Praia da Rocha, Portimão, PT - Fan Seller - TL approval to refund the buyer
From: Edivaldo Manuel Augusto Pereira <[email-masked]>
To: Rosette Modiri <[email-masked]>
Date: Tue, 30 Jul 2019 05:40:15 -0700 (MST)

Hi Rose, 

With reference to the above TID. This event was marked as personalised after the tickets were sold therefore, we requested the Buyer to provide the attendee details in order to do so. 
The details were forwarded to the Seller on the 05/07/2019, and he was requested to personalise and transfer the tickets to the Buyer by 08/07/2019(deadline given by spec ops) and inform us of the same. 

After the given deadline, the Seller contacted reporting an issue with the transfer(17/07/2019), stating that the transfer bounced back as the Buyer did not accept the tickets and it can no longer be transferred as per the screenshot of the conversation the Seller had with AfroNation. Now those tickets have to be collected at the box office and the Buyer needs the following documents: 
-Signed letter from the Card Holder 
-Clear scan copy of the Card used 
-Clear scan of the passport of driving license of the card holder 

This case was flagged by the previous agent's seeking approval TL's approval to pass the Seller's details to the Buyer who is now chasing refund as he can no longer attend the event. 

On 24/07/2019 SpecOps came back to the case and requested the buyer's refund as no proof of transfer had been provided by the Seller within the deadline and both buyer and Seller were informed about the cancellation of the transaction. Payments Team returned the case and did not refund the buyer claiming that the Buyer did not accept the transfer(Buyer was never informed that the tickets would be transfer). 

Can you please forward this case to FS Claire who reviewed the case with me in order to get TL approval to refund the buyer as it was the Seller's fault. 

Regards, 
Edivaldo