Subject: FW: Process Question
From: Brian Sexton <[email-masked]>
To: Parvez Alam <[email-masked]>
Cc: Team Lead <[email-masked]>, CS Quality <[email-masked]>
Date: Fri, 18 Oct 2019 10:12:51 +0000

Hi Parvez,

Please see below clarification on the cases you flagged.

Kind regards,
Brian

From: CS Quality
Sent: Friday 18 October 2019 10:59
To: Brian Sexton <[email-masked]>
Subject: RE: Process Question

Hi Brian,

For case 1 TID 23200625:

  *   Technically the buyer has provided enough information in order for us to refund here. From a process point of view as the agent did not follow the correct RAG process, if they had put in their case notes that the TL had advised them to make the call they would not have been marked for the error.
For case 2 TID 22917467

  *   The agent has followed the process correctly and I have flagged the case with the payments Team Lead to find out why the payments agent is asking for a phone call to be made where one is not required.

Kind regards,

Dave

From: Brian Sexton
Sent: 18 October 2019 10:03
To: CS Quality <[email-masked]<mailto:[email-masked]>>
Subject: FW: Process Question

Hi @CS Quality<mailto:[email-masked]>,

Could someone please confirm which is the correct action to take based on the two examples below?

Kind regards,
Brian

From: Parvez Alam <[email-masked]<mailto:[email-masked]>>
Sent: Friday 18 October 2019 09:19
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Cc: Sankarshan Rajan <[email-masked]<mailto:[email-masked]>>
Subject: Process Question

Hi Brian,

Maksim.Semenov received an error marking in a case (23200625) where buyer reported RAG on email but the buyer didn't mention anything if the tickets were scanned so I asked Maksim to call and confirm. The auditor has mentioned that the agent should have escalated for refund instead of calling.

Akanksha.Kwatra received a similar case few days ago (22917467) where she took the action as per the auditor but payment team returned the case stating that the agent need to call and confirm if the tickets were scanned.

OLS states that we have to escalate it to payments in case the buyer reports RAG through email and mentions that he was not provided any proof. Can you please review it and confirm the actual action.

Kind Regards
Parvez Khan