Subject: Re: 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: India Inbox <[email-masked]>
To: Rosette Modiri <[email-masked]>, Meghan Flanagan <[email-masked]>
Cc: Edivaldo Manuel Augusto Pereira <[email-masked]>
Date: Tue, 30 Jul 2019 16:14:38 +0000

@Meghan Flanagan<mailto:[email-masked]> Can you please get a look at it ?

WARNING, THIS IS LONG BUT NECESSARY 🙂

I reviewed the whole case with the agent and for me, buyer should be entitled for a refund.
I reviewed it as a CF agent, a FS but also as a payment agent.

Buyer has been told that they will received a refund, from there, a payment agent is suppose to proceed to the refund as per the email sent (this being only 1 aspect of it).

 - Ticket were initially not personalised. After SpecOps note, we requested seller to perso the tickets and transfer them. 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.

 - All the emails sent to seller have been opened on the very date they've been sent. Seller never came back to us confirming whether or not the tickets would have been personalised/transferred to buyer. A screenshot was requested from seller to confirm the transfer.

 - Buyer only has been informed that the tickets will be personalised but never updated on how/when they would received the tickets. From there, buyer didn't know about the new DP.

 - As the tickets transfer never has been accepted by buyer, it expired and tickets bounced back to seller.

 - Seller contacted us reporting an issue with the transfer(17/07/2019) after they contacted AfroNation. Seller has been informed that as per the date, the only way for buyer to get the tickets was to provide the below details:

-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

So this would be a COBO, which we obviously do not accept.

 - On 24/07/2019 SpecOps came back on the case and requested for buyer to be refunded as no proof of transfer had been provided by the Seller within the deadline.

 - Buyer and seller both had been informed of the transaction cancellation.

 - Payment came back stating that buyer wasn't entitled for a refund as didn't accept the transfer.
*** That's where we here have an issue. Buyer wasn't aware of this transfer***

 - SpecOps then followed payment's choice after they initially requested a refund for buyer.

Long story short, DP has been changed, buyer hasn't been informed of it. We confirmed a refund that we are coming back on now.

Seller still can use their tickets as they bounced back. It was seller's responsibility to inform us that the perso/transfer have been made. A screenshot had previously been requested from seller to confirm the transfer.

Can you please approve buyer's refund ? 🙂

Thanks,
Claire

________________________________
From: Rosette Modiri <[email-masked]>
Sent: 30 July 2019 15:34
To: India Inbox <[email-masked]>
Cc: Edivaldo Manuel Augusto Pereira <[email-masked]>
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

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