Subject: FW: RWC Final Comms needed
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Date: Fri, 1 Nov 2019 17:07:26 +0000

FYI

From: Michelle Gubbins
Sent: Friday 1 November 2019 17:07
To: Jana O'Shaughnessy <[email-masked]>; CS Training <[email-masked]>
Cc: Francesca Martini <[email-masked]>; Geofrey Hassett <[email-masked]>; Silvia Floranes <[email-masked]>; Stephen Blake <[email-masked]>; Meghan Flanagan <[email-masked]>; Brian Sexton <[email-masked]>; CFLeadsLimerick <[email-masked]>; CSLeads.APAC <[email-masked]>
Subject: RE: RWC Final Comms needed

Hi Leads,

Please also note that in this instance, the agent doesn't need to ask the buyer for the manual bank details. The agent should enter the cash comp amount on the tracker and escalate to payments for a full refund.
Payments team will process the refunds and Prab will take care of the cash comp next week.

Thanks,
Michelle

From: Michelle Gubbins
Sent: 01 November 2019 15:24
To: Jana O'Shaughnessy <[email-masked]<mailto:[email-masked]>>; CS Training <[email-masked]<mailto:[email-masked]>>
Cc: Francesca Martini <[email-masked]<mailto:[email-masked]>>; Geofrey Hassett <[email-masked]<mailto:[email-masked]>>; Silvia Floranes <[email-masked]<mailto:[email-masked]>>; Stephen Blake <[email-masked]<mailto:[email-masked]>>; Meghan Flanagan <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: RWC Final Comms needed
Importance: High

Hi Jana,

Can the below comms be sent to all agents in Limerick, APAC, Texas and Outsourcing to advise that if there are any reported RAGs before, during and after the Rugby World Cup Final on Saturday November 2nd that the agents take the following steps in regards to compensation:

  *   If buyer calls in and he is RAG, or emails after the event and we are not able to replace the order/ buyer wants a refund instead of replacement tickets/ advises of RAG after the event:

     *   Offer 50% cash compensation, with a MAX of $2,500 (or equivalent in local currency) alongside a full refund

  *   Track all compensation offers made to buyers using the following link:
https://viagogocorp-my.sharepoint.com/:x:/g/personal/michelle_gubbins_viagogo_com/EWxeWgMMA7lBtc9Tfx6hMFEBAczAIHzK5Gdx2FTLP08T6w?e=f1PbOf

  *   A RAG specific blurb for this event has been implement and is now available on the blurb tree:

  *   'Event Specific' folder - the blurb is called 'RWC Japan Buyer RAG'
  *   If an agent is unable to find the blurb initially, they should use an incognito window on Google Chrome

"We are so sorry to hear that you were denied entry at the venue.We have reviewed your case and we have now requested a full refund of |RefundAmount|which will be paid back to the payment method used when purchasing the tickets. Please note this can take up to 10 business days to reflect on your bank account.

In addition to the full refund, and as a way of recompense, we will provide additional compensation of [$1000] (or equivalent in your local currency) for the inconvenience.

We would like to underline that this is an isolated incident and should not reflect on the level of service viagogo aims to provide, and we do hope that you will choose viagogo in the future. Again, we sincerely apologise that you have experienced issues at the event."

Thanks,
Michelle