Subject: FW: [PROCESS UPDATE] - Blurb updates - Tickets shipped but not received
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Darren OToole <[email-masked]>, Nuno Correia <[email-masked]>
Date: Tue, 2 Oct 2018 13:08:26 +0000

PROCESS UPDATE

DATE

02/10/2018

TOPIC

Blurb Updates - Tickets shipped but not received

DETAILS

We have made a few updates to our blurbs for the enquiry source "My order says shipped but I haven't received them yet", specifically on the 2 subjects below:

Tickets returned to sender
The blurbs were updated in order to better manage the buyers' expectations. We have now 2 blurbs (for first and second contacts) to explain that when tickets are being returned, they are transiting through a depot which can delay the re-delivery:

  *   Your tickets are being returned, please provide us with a correct delivery address (1st contact)
  *   Your tickets are being returned, customer complaining they appear as returned on carrier website - Tickets NOT returned yet (2nd contact)

Tickets sent but not received
A few blurbs have been updated to be more proactive and show the buyers that we will be able to help if the tickets are not in their mailbox or neighbours.

  *   Your tickets are already in transit
  *   You're tickets are in transit (manual method), please check with local post
  *   Your tickets have been delivered, please check with your neighbours
  *
IMPORTANT: make sure you always read the blurbs before sending them and update all the tags such as |Carrier|.

Note: none of the processes has changed, to review them please read the KB here: https://viagogocorp.sharepoint.com/teams/cs/policies%20%26%20procedures/Pages/0011.aspx