Subject: FW: [REMINDER] - US Cancellation
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Michelle Gubbins <[email-masked]>, Anna Jeanne <[email-masked]>
Date: Fri, 12 Oct 2018 16:58:03 +0000

US Cancellation Criteria reminder:

US buyers can now cancel their order as long as the following criteria has been met:

  *   They used a US card to purchase the tickets
  *   The currency of the order is USD
  *   The Total Charge is less than 3000USD
  *   The paper tickets haven't been shipped OR the e-tickets haven't been downloaded by the buyer

If you have any doubts, please check with your TL before confirming refund/sending escalation to Payment Team.

Please don't forget:

  *   When a customer calls and meets the criteria, i.e. the text of 'Buyer eligible for a refund - follow training' is visible and they ask for a cancellation - then when the agent is escalating to Payment Team, they should select this specific Enquiry Source: 'Buyer - Can I cancel or change my Purchase - USA'

03/10/2018                    REMINDER

DATE

03/10/2018

TOPIC

US Cancellation

DETAILS

Hi All,

  *   Please make sure when dealing with US Buyer email and the flag 'Buyer is Eligible for a Refund' appears on the order, you are checking if in the email the buyer is requesting an order cancellation!

If the buyer query is not related to an order cancellation and i.e. buyer is asking when his tickets will be delivered - we should treat this case as normal, meaning: replying to  the buyer's e-mail & changing the enquiry source - there is no need for this to be escalated to Payment Team.

  *   The same relates to the US Buyer Phone Call - if the buyer is not requesting an order cancellation - ignore the flag and deal with the case as normal.

IMPORTANT: if the customer is not asking for a refund, do not offer it.

As a reminder - the US Buyer needs to meet the below criteria to be eligible for a refund:

  *   They used a US card to purchase the tickets
  *   The currency of the order is USD
  *   The Total Charge is less than 3000USD
  *   The paper tickets haven't been shipped OR the e-tickets haven't been downloaded by the buyer

If you have any doubts, please check with your TL before confirming refund/sending escalation to Payment Team.