Subject: FW: [IMPORTANT INFO] - Raising UPS Tracers no longer required
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Virat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Wed, 27 Jun 2018 15:03:41 +0000

IMPORTANT INFO

DATE

27/06/2018

TOPIC

Raising UPS Tracers no longer required

DETAILS

When tickets appear lost in transit, you do not need to raise tracers with UPS anymore, nothing else is changing in the process, you still need to investigate all shipping issues the same way:

1.       Conduct the usual verifications by checking the tracking information on the UPS website;

  *   Was delivery attempted?
o    If yes, buyer is not entitled to replacement tickets or refund

  *   Confirm the delivery address is correct
  *   Check the tracking information to confirm it was delivered
o    If delivered, confirm if it was left at mailbox or signed for
o    Advise the buyer to check with their neighbours

  *   Contact the courier to confirm where the tickets are sent
o    If the representative advises that the depot will call to confirm - provide the telephone number of the buyer

2.       Then, only when you have gone through all the verifications and you concluded that the tickets may be lost in transit:

  *   Inform the buyer we are starting an investigation following the correct timeline:
o    If the event is more than 10 days away, inform the buyer the investigation can take up to 5 days
o    If the event is less than 10 days away,  inform the buyer the investigation can take up to 2 days
o    If the event is less than 48 hours away,  inform the buyer we are investigating and looking for replacement tickets

  *   Escalate to Shipping investigations explaining the tickets appear to be lost in transit but you do not need to raise a tracer

KB LINK

https://viagogocorp.sharepoint.com/teams/cs/policies%20&%20procedures/Pages/0011.aspx