Subject: Re: EOD Training Report - India, 04.11.2019 - Week I
From: Kritika Mirchandani <[email-masked]>
To: Jessie Chen <[email-masked]>
Cc: Rosette Modiri <[email-masked]>, Sankarshan Rajan <[email-masked]>, Brian Sexton <[email-masked]>, Jana O’Shaughnessy <[email-masked]>, Rafael Contreras <[email-masked]>
Date: Tue, 12 Nov 2019 05:49:40 -0700 (MST)

Hi Jessie, 

Thanks for the results. 
Agents have been advised to read all the COMMS. 

Kind Regards 
Kritika Mirchandani 

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]> 
Sent: Tuesday, 12 November, 2019 09:03:28 
Subject: EOD Training Report - India, 04.11.2019 - Week I 

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