Subject: Re: Audit review
From: Rosette Modiri <[email-masked]>
To: Daniele Castiglioni <[email-masked]>
Date: Thu, 1 Aug 2019 10:13:45 -0700 (MST)

Thanks Daniele. 

From: "Daniele Castiglioni" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Thursday, 1 August, 2019 18:22:30 
Subject: Audit review 

Hi Rosette, 

here below I send the audit review: 

21844197 : Type : Guarantee Claims: The agent did not follow the correct process where a buyer reports they were refused entry at the event 
Note : RAG claimed with 1 month deadline The buyer emailed in to report a RAG and has confirmed whether or not they have proof. In these instances, you must escalate to payments for a full refund + voucher 

19697857: Type : Exit Case: The agents case note was unclear, incomplete or inaccurate 
Note : Agents CIAN is incomplete as they have not enough information on what the buyer issue was. 

20068193: Type : Wrong Reply: The agent gave an incorrect answer to a customer 
Note : Agent gave wrong answer to buyer, tickets were not correct as the tickets state restricted view but was not listed at time of purchase. 

21030163: Type: Ownership: The agent did not resolve the case due to incorrect actions or insufficient actions 
Note: the agent set a follow-up and did not come back on the case 

21558185: Type : Ownership: The agent did not resolve the case due to incorrect actions or insufficient actions 
Note : Agent has not returned to case to action and follow up has gone into over due 

21868802: Type : Exit Case: The agents case note was unclear, incomplete or inaccurate 
Note : The agent used the same CIAN note twice. 

18925194: T ype : Exit Case: The agent did not update the enquiry source where required 
Note: The agent confirmed tickets are correct - enquiry source should be updated 
Type :Exit Case: The agents case note was unclear, incomplete or inaccurate 
Note :the agent should specify the buyer's query and the investigation made 

21854944: Type : Exit Case: The agents case note was unclear, incomplete or inaccurate 
Note : agent does not mention that the tickets were redirected 

21733530 (case assign by TL followed, TL advise): Type : Guarantee Claims: The agent did not follow the correct process where a buyer reports they received wrong tickets 
Note : Agent did not follow the correct process, agent did not stop seller payment as required. Agent stated in CIAN note, "State: Pending Seller Payment".