Subject: EOD Training Report - India, 04.11.2019 - Week I
From: Jessie Chen <[email-masked]>
To: Rosette Modiri <[email-masked]>, Sankarshan Rajan <[email-masked]>, Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>,Jana O’Shaughnessy <[email-masked]>, Rafael Contreras <[email-masked]>
Date: Tue, 12 Nov 2019 03:33:28 +0000

Hi all,

Please see below an overview results for the agents after week I.

Quiz
Team    Agent   Teams   General Policy  CSL     Life of an Order        Fulfilment      Delivery Plan Questions LMS     Alternative Delivery Plans      Cancelled & Postponed Events    Payments        GDPR    CMA     Tickets Never Received  Wrong Tickets   Rejected At Gate      (RAG)     Blurb Quiz      Cancellation Questions  Australian Buyers       Escalate to SS  IT Football     ES/DE/TR Football       E-Ticket Print & Post   E-Tickets Not Downloaded
Training_IN     katherina.westner       100.00% 81.82%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 91.30%  100.00% 100.00%
Training_IN     nikhil.mittal   100.00% 81.82%  100.00% 100.00% 100.00% 88.24%  93.33%  82.61%  100.00% 94.12%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 95.00%  100.00% 100.00% 82.61%  100.00% 100.00%

  *   Both agents have not submit the quiz "New E-Tickets Not Downloaded", please advise the agents to finish the quiz in their earliest convenience.

Exercise
Training Group  Username        Account Recovery        CIAN I  CIAN II CIAN III        Phone Exercise
Training_IN     katherina.westner       Passed  Passed  Passed  Passed  Passed
Training_IN     nikhil.mittal   Passed  Passed  Passed  Passed  Passed

  *   Both agents have passed the exercises in training, well done.

Please also advise the agents to finish all the outstanding COMMS before starting on case handling. Good luck for the agents on their second week training. Let me know if you have any questions.

Kind regards,

Jessie Chen

Training&Quality APAC Trainer

________________________________
From: Jessie Chen <[email-masked]>
Sent: Monday, November 11, 2019 12:19
To: Rosette Modiri <[email-masked]>; Sankarshan Rajan <[email-masked]>; Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>; Jana O’Shaughnessy <[email-masked]>; Rafael Contreras <[email-masked]>
Subject: EOD Training Report - India, 04.11.2019 - Day IV

Hi all,

Please see below an overview results for the agents after Day IV.

Quiz
Team    Agent   Teams   General Policy  CSL     Life of an Order        Fulfilment      Delivery Plan Questions LMS     Alternative Delivery Plans      Cancelled & Postponed Events    Payments        GDPR    CMA     Tickets Never Received  Wrong Tickets   Rejected At Gate      (RAG)     Blurb Quiz      Cancellation Questions  Australian Buyers       Escalate to SS  IT Football     ES/DE/TR Football       E-Ticket Print & Post
Training_IN     katherina.westner       100.00% 81.82%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 91.30%  100.00% 100.00%
Training_IN     nikhil.mittal   100.00% 81.82%  100.00% 100.00% 100.00% 88.24%  93.33%  82.61%  100.00% 94.12%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 95.00%  100.00% 100.00% 82.61%  100.00% 100.00%

Australian Buyers

  *   Please review with the agents regarding the criteria for AU Buyer FV Refund and all the relative process to follow.

Escalate to SS

  *   All agents have successfully passed the quiz and achieved a final score of 100%.

IT Football

  *   TdT type of ticket would be an electronic ticket and can be transferred from one TdT to another.
  *   Segnaposto confirms the ticket transfer from one TdT to another.

ES/DE/TR Football

  *   When buyer purchased season card for ES Football, LDA must be provided and also the card might not be delivered until the day of the event.
  *   Should buyer purchased multiple Passolig tickets for TR football, buyer must provide Passolig card number for each ticket purchased.

E-tickets Print and Post

  *   Buyer will be able to receive the tickets in e-ticket type or printed e-tickets when purchasing this type of delivery plan.

Exercises
Training Group  Username        Account Recovery        CIAN I  CIAN II CIAN III        Phone Exercise
Training_IN     katherina.westner       Passed  Passed  Passed  Passed  Passed
Training_IN     nikhil.mittal   Passed  Passed  Passed  Not Passed      Passed

  *   Please advise Nikshil to re-submit CIAN III exercise.

Kind regards,

Jessie Chen

Training&Quality APAC Trainer

________________________________
From: Jessie Chen <[email-masked]>
Sent: Friday, November 8, 2019 12:04
To: Rosette Modiri <[email-masked]>; Sankarshan Rajan <[email-masked]>; Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>; Jana O’Shaughnessy <[email-masked]>; Rafael Contreras <[email-masked]>
Subject: Re: EOD Training Report - India, 04.11.2019 - Day III

Hi all,

Please see below an overview results for the agents after Day III.

Quiz
Team    Agent   Teams   General Policy  CSL     Life of an Order        Fulfilment      Delivery Plan Questions LMS     Alternative Delivery Plans      Cancelled & Postponed Events    Payments        GDPR    CMA     Tickets Never Received  Wrong Tickets   Rejected At Gate      (RAG)     Blurb Quiz      Cancellation Questions
Training_IN     katherina.westner       100.00% 81.82%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
Training_IN     nikhil.mittal   100.00% 81.82%  100.00% 100.00% 100.00% 88.24%  93.33%  82.61%  100.00% 94.12%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 95.00%

CMA

  *   For UK orders where the buyer contacts advising they've contacted the venue and consequently invalidated their tickets, either the buyer used the tickets and got RAG or they advise they will not use the tickets,
     *   Buyer will need to be requested to provide the proof provided from the venue.
     *   Escalate the case to CMA for further assistance on the case.
  *   CMA ruling affects all orders and listings created on viagogo.co.uk website
  *   Please review with the agents regarding the correct process to follow for buyer/fan seller query regarding CMA.

Tickets Never Received, RAG, Blurb Quiz

  *   All agents have passed the quiz and achieved a final score of 100%.

 Cancellation Questions

  *   Please review with the agents regarding the criteria for Free Cancellation in different GEO and what reason codes should be used in the escalation to Payments.

Kind regards,

Jessie Chen

Training&Quality APAC Trainer

________________________________
From: Jessie Chen <[email-masked]>
Sent: Thursday, November 7, 2019 11:55
To: Rosette Modiri <[email-masked]>; Sankarshan Rajan <[email-masked]>; Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>; Jana O’Shaughnessy <[email-masked]>; Rafael Contreras <[email-masked]>
Subject: EOD Training Report - India, 04.11.2019 - Day II

Hi all,

Please see below an overview results for the agents after Day II.

Quiz
Team    Agent   Teams   General Policy  CSL     Life of an Order        Fulfilment      Delivery Plan Questions LMS     Alternative Delivery Plans      Cancelled & Postponed Events    Payments        GDPR
Training_IN     katherina.westner       100.00% 81.82%  100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
Training_IN     nikhil.mittal   100.00% 81.82%  100.00% 100.00% 100.00% 88.24%  93.33%  82.61%  100.00% 94.12%  100.00%

Delivery Plan Questions

  *   Seller Managed Collection and Season Cards are not eligible for relisting.

LMS

  *   Pick up / drop off instructions will be available in Listing Tab and also in Transaction Tab.

Alternative Delivery Plans

  *   Ticketmaster / venue / club account can/cannot be created before the tickets are transferred will depends on the team.
  *   Once seller has transferred the tickets via third party ticketing system, the seller is required to upload the proof of transfer.
     *   Should the buyer informing no tickets received, we would need to check the proof of transfer by clicking on "view e-tickets" in CSL.
  *   Buyers who purchased Ticketmaster Mobile Transfer tickets, can either print out the e-tickets at home or present the e-tickets on mobile to gain entry.

Cancelled & Postponed Events

  *   An event is not confirmed as cancelled or postponed until the note has been left by the relevant team and also communication has been delivered to the customers.

Payments

  *   Please review with the agents regarding what information is available when viewing "Payment Diagnostics" in CSL.

GDPR

  *   All agents have passed the quiz and achieved a final score of 100% on their first attempt, well done!

Kind regards,

Jessie Chen

Training&Quality APAC Trainer

________________________________
From: Jessie Chen
Sent: Wednesday, November 6, 2019 14:32
To: Rosette Modiri <[email-masked]>; Sankarshan Rajan <[email-masked]>; Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>; Jana O’Shaughnessy <[email-masked]>; Rafael Contreras <[email-masked]>
Subject: EOD Training Report - India, 04.11.2019 - Day I

Hi all,

Please see below an overview results for the agents after Day I.

Quiz
Team    Agent   Teams   General Policy  CSL     Life of an Order        Fulfilment
Training_IN     katherina.westner       100.00% 81.82%  100.00% 100.00% 100.00%
Training_IN     nikhil.mittal   100.00% 81.82%  100.00% 100.00% 100.00%
Training_IN     Rajdeep.pooni

General Policy

  *   Please review with the agents to clarify first-time listing fee and listing tickets on viagogo.
  *   Please review with the agents regarding the responsibilities for each party involved in a transaction.

Teams, CSL, Life of an Order, Fulfillment

  *   Agents have successfully passed the quizzes and achieved a final score of 100%.

Please kindly advise if Rajdeep.pooni is still with the new hire group so the data can be updated. Thanks.

Kind regards,

Jessie Chen

Training&Quality APAC Trainer