Subject: EOD Training Report - India, 11.11.2019 - Day III
From: CS Training <[email-masked]>
To: "[email-masked]" <[email-masked]>, Sankarshan Rajan <[email-masked]>, Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>,Jana O’Shaughnessy <[email-masked]>
Date: Thu, 14 Nov 2019 03:55:02 +0000

Hi all,

Please see below an overall result for Rajdeep 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     Rajdeep.pooni   100.00% 90.91%  83.33%  100.00% 100.00% 88.24%  86.67%  95.65%  87.50%  94.12%  83.78%  100.00% 100.00% 100.00% 100.00% 85.71%  90.00%

CMA

  *   Rajdeep repeated the quiz for 3 times to achieve a final score of 100%. Please ensure all CMA scenarios are understood and able to determine the correct process.

Ticket Never Received

  *   If seller ships out the tickets after the MSBD, and delivery issue occurs, the seller is automatically at fault. The order will need to be moved to pending substitution, and seller to be charged not paid.
  *   Tickets not received issues can only occur after seller shipped out the tickets; shipment failed issues can only occur before seller shipped out the tickets.

Wrong Tickets

  *   E-ticket and e-ticket print & post delivery type will not need to request proof of wrong tickets received from buyer.
  *   Should buyer reported wrong tickets received after the event, the case will still need to be investigated before offering partial refund to the buyer.

RAG

  *   Rajdeep has successfully passed the quiz and achieved a final score of 100%.

Cancellation Questions

  *   Should the buyer is eligible for free cancellation and the banner is visible, however, the buyer is only chasing for the ticket arrival, we would need to advise the buyer that they're covered by our guarantee and will be able to receive tickets in time for the event.

Blurb Quiz

  *   Rajdeep has passed the quiz, please advise the agent to review the content of the blurb from blurb tree when time allows. Which will be sufficient for the agent on resolving cases in the future.

Kind regards,
Jessie
________________________________
From: CS Training <[email-masked]>
Sent: Wednesday, November 13, 2019 4:02 AM
To: [email-masked] <[email-masked]>; Sankarshan Rajan <[email-masked]>; Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>; Jana O’Shaughnessy <[email-masked]>
Subject: EOD Training Report - India, 11.11.2019 - Day II

Hi all,

Please see below an overall result for Rajdeep 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_ID     Rajdeep.pooni   100.00% 90.91%  83.33%  100.00% 100.00% 88.24%  86.67%  95.65%  87.50%  94.12%  83.78%

Delivery Plan Questions

  *   Seller will not be able to view buyer's delivery address when buyer has relisted the tickets, therefore, the seller will need to be advised that we are confirming with the buyer for the correct delivery address to be provided.

LMS

  *   For ELS order, we would need to request seller to provide proof of delivery should any delivery issue occurs.
  *   Drop off / pick up address for LMS orders will be available in Listing Tab or Transaction Tab.

Alternative Delivery Plans

  *   Tickets provided from Ticketmaster/Venue/Team will require account to be created, and the account creation time will depends on the team/club before the tickets have been transferred.

Cancelled & Postponed Event

  *   Should an event needs to be tagged as cancelled or postponed, the case will need to be brought attention to EDM team by agent's TL.

Payments

  *   Should the buyer claimed not receiving their refund however TS advised the order has been refunded, agent would need to check with the date of the email sent to buyer advising the order has been refunded, and see if 10 days time-frame has passed.

GDPR

  *   Please review with the agent regarding what scenario fits the GDPR guideline and how to handle the case correctly.

Well done for day 2 😊

Kind regards,
Jessie
________________________________
From: CS Training
Sent: Tuesday, November 12, 2019 1:59 AM
To: [email-masked] <[email-masked]>; Sankarshan Rajan <[email-masked]>; Kritika Mirchandani <[email-masked]>
Cc: Brian Sexton <[email-masked]>; Jana O’Shaughnessy <[email-masked]>
Subject: EOD Training Report - India, 11.11.2019 - Day I

Hi all,

Please see below an overall result for Rajdeep after day I.

Quiz
Team    Agent   Teams   General Policy  CSL     Life of an Order        Fulfilment
Training_ID     Rajdeep.pooni   100.00% 90.91%  83.33%  100.00% 100.00%

Teams

  *   Agent has successfully passed the quiz and achieved a final score of 100%.

General Policy

  *   Customers agree to our T&C upon registering their accounts on our website.

CSL

  *   “Phone Call" feature will be available on the top right corner in CSL which can be used to search for customer's account registered on viagogo.
  *   Please review with Rajdeep regarding all the tabs in CSL and what information is available in each tab.

Life of an Order

  *   Rajdeep had repeated the quiz as the Happy Path question wasn't answered correctly the first time.

Great result from day I, keep up with the good work. Let me know if you have any questions.

Kind regards,
Jessie