Subject: RE: 16706719 - broker BR - Lara Fabian - 28/09/2018 - Buyer is chasing refund
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>
Cc: Edivaldo Manuel Augusto Pereira <[email-masked]>
Date: Fri, 23 Nov 2018 16:33:08 +0000

Hi Rosette,

Yes you can try escalating this to payments, leave a clear note.

Kind regards,
Brian

From: Rosette Modiri <[email-masked]>
Sent: Friday 23 November 2018 14:28
To: Brian Sexton <[email-masked]>
Cc: Edivaldo Manuel Augusto Pereira <[email-masked]>
Subject: 16706719 - broker BR - Lara Fabian - 28/09/2018 - Buyer is chasing refund

Hi Brian,

This case was forwarded to you on 24/10/2018 by Sagar, The event was cancelled, the buyer was advised to return tickets before 9/10/2018, tickets posted after this deadline will not be accepted. The buyer assumed it's 09th October and returned the tickets on 26/09/2018, however it was 10th of September 2018(9/10/2018). The case was escalated to payments team to refund the buyer but the case has been returned by payments team that buyer is not entitled for a refund.

As per payments team the date which was given to buyer was 10th of September not 09th of October. As it's a system error and buyer returned the tickets before the given deadline, can we escalate this case again to payments team to get the buyer refunded.

Regards,
Rosette

________________________________
From: "Edivaldo Manuel Augusto Pereira" <[email-masked]<mailto:[email-masked]>>
To: "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, 23 November, 2018 14:16:50
Subject: Re: 16706719 / broker BR / Lara Fabian  / 28/09/2018 / buyer is entitled for a refund

Hi Rose,

This is the case i was talking about. The email sent to the buyer in PT asking to return the tickets says 09/10/2018 but when you translate to EN comes as 10/09/2018 therefore the buyer shipped the tickets on before the dead line as he is BR and the email was sent originally in PT.

Please have a look at the entire thread

Regards,
Edivaldo
________________________________
From: "Sagar Seth" <[email-masked]<mailto:[email-masked]>>
To: "Nuno Correia" <[email-masked]<mailto:[email-masked]>>
Cc: "Edivaldo Manuel Augusto Pereira" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 25 October, 2018 15:31:48
Subject: Fwd: 16706719 / broker BR / Lara Fabian  / 28/09/2018 / buyer is entitled for a refund

Hi Nuno

This is in reference to the email we have received under TID 16706719. This is a cse of cancelled event where buyer was asked they will only be refunded if they return the tickets before 10/9/2018. Unfortunately, postmarked tickets after 9/10/2018 will not be accepted. The buyer assumed it's 09th October and returned the tickets on 26/09/2018. This case was escalated to payments team to refund the buyer but the case has been returnmed by payments team that buyer is not entitled for a refund.

Regards
Sagar
________________________________
From: "Sagar Seth" <[email-masked]<mailto:[email-masked]>>
To: "Brian Sexton" <[email-masked]<mailto:[email-masked]>>
Cc: "Edivaldo Manuel Augusto Pereira" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 24 October, 2018 15:53:50
Subject: Fwd: 16706719 / broker BR / Lara Fabian  / 28/09/2018 / buyer is entitled for a refund

Hi Bridgette

This is in reference to the email we have received under TID 16706719. This is a cse of cancelled event where buyer was asked they will only be refunded if they return the tickets before 10/9/2018. Unfortunately, postmarked tickets after 9/10/2018 will not be accepted. The buyer assumed it's 09th October and returned the tickets on 26/09/2018. This case was escalated to payments team to refund the buyer but the case has been returnmed by payments team that buyer is not entitled for a refund.

The payments team has mentioned that the date which was given to buyer was 10th of September not 09th of October. As it's a system error and buyer returned the tickets before the given deadline, can we escalate this case again to payments team to get the buyer refunded.

Regards
Sagar

________________________________
From: "Edivaldo Manuel Augusto Pereira" <[email-masked]<mailto:[email-masked]>>
To: "Sagar Seth" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 24 October, 2018 15:22:12
Subject: 16706719 / broker BR / Lara Fabian  / 28/09/2018 / buyer is entitled for a refund

Hi Sagar,

A system emailed was sent to the buyer requesting to return the tickets until 09/10/2018(9th October 2018). The buyer returned the tickets on 26/09/2018 according to the proof provided.
The case was escalated to payments as buyer was entitled to a refund until agent Jamie.MCCloskey left a note saying that buyer is not entitled for a refund.
The case was escalated one more time and mentioned on CIAN notes that "SYSTEM EMAILED SENT TO BUYER SAYS THAT TICKETS SHOULD BE RETURNED BEFORE 09/10/2018".

The agent Marsha left a note saying:
The date was the 10th of September, 10/09 written the way most of the world writes dates.
Did the buyer assume it the American style, month followed by day?

If so, and if you think buyer should be refunded, then please forward TL approval email to CS payments email.

The buyer assumed that 09/10 was 9th of October according to the Brazilian standards and shipped the tickets on time.

Kindly review this case carefully as buyer is entitled for a refund

Regards,
Edivaldo