Subject: TID: 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: Rosette Modiri <[email-masked]>
To: India Inbox <[email-masked]>
Cc: Edivaldo Manuel Augusto Pereira <[email-masked]>
Date: Tue, 30 Jul 2019 08:34:41 -0700 (MST)

Hi There, 

With reference to TID: 22283084, tickets were sold as non-personalised and later spec ops team came on the case and informed tickets for this event need be personalised and will be transferred to buyer. The buyer was asked to provide the personalisation details which have been forwarded to seller. 

The seller transferred the tickets to buyer and buyer didn't accept the transfer of the tickets as none informed the buyer about this transfer, this might be the reason why the buyer didn't accept the transfer of the tickets. 

Spec ops team escalated the case to payment in order to refund the buyer however the payment team came back and informed that the buyer is not entitled to be refunded as she didn't accept the transfer of tickets. 

Could you please check this case with payment team as the seller seems to be at fault here, the seller didn't confirm the transfer of tickets on time. 

Kind Regards, 
Rosette 

From: "Edivaldo Manuel Augusto Pereira" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Tuesday, 30 July, 2019 18:10:15 
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 

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