Subject: FW: [IMPORTANT INFO] - Manual Payments for Sellers- NEW PROCESS
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Michelle Gubbins <[email-masked]>, Maiwenn Gouthe <[email-masked]>
Date: Mon, 9 Jul 2018 16:05:45 +0000

IMPORTANT INFO

DATE

09/07/2018

TOPIC

Manual Payments for Sellers- NEW PROCESS

DETAILS

Floor update
We are reducing the numbers of scenarios where we need to make a manual payment to customers. This means that:

  *   We won't need to request their bank details as often
  *   Payments will reach the customer's bank account faster (i.e. the usual 5 to 8 working days instead of 3 weeks)
Buyers - This process hasn't changed, Sellers - This is where the process is changing

We do not need to ask for the seller's bank details anymore.
When we need to credit a seller (because they have been overcharged or because they needed to be paid for an order we had refunded), look at whether the seller has any outstanding sales or not:

  *   If they have an outstanding sale:

  *   Explain to the seller that the credit will be paid along with their next payment using blurb 05 - Confirm credit (misc charges/issues)
  *   Escalate the case to the Payment Team to process the credit

  *   If they do not have any outstanding sale:

  *   Explain to the seller that you are requested for a new payment to be initiated shortly to their Getting Paid method using the blurb A new payment will be made to your getting paid method
  *   Escalate the case to the Payment Team to process the payment

You can then email this new blurb to the seller:
Sellers - A new payment will be made to your getting paid method - NEW
"We have requested a new payment of |CreditAmount| for your sale xxxx. This will be paid on your Getting Paid method. Please ensure your Getting Paid method is up to date in your viagogo account. Should you need to update it, please simply follow these steps:

  1) Log into "Settings" in My Account on the top of the viagogo website
  2) Once in "Account Settings", select "Payment Methods" from the menu
  3) Click on "Add Payment Method" under the "Getting Paid" section
  4) Enter your chosen Payment Method details

Once you have added your preferred method of getting paid, there is no need to contact us further. The payment will be automatically initiated, and an email will be sent to you after successful payment. The sooner you are able to update your account with your preferred payment method, the sooner we will be able to process the payment for you.

Thanks for your co-operation and understanding. "

If you have any questions, please speak with your TL

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