Subject: RAG - Reminder
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Jana Garbe <[email-masked]>
Date: Fri, 7 Dec 2018 10:39:53 +0000

IMPORTANT INFO

DATE

07.12.2018

TOPIC

Rejected at Gate

DETAILS

RAG cases must be resolved in 24 hours, therefore if you ask for help from a TL and do not get a response within 24 hours – please approach your TL for an immediate update.

Please review the following timeframes in order to determine which actions need to be taken.

The event took place less than one month ago

  1.  The buyer reports a RAG via email, you do not need to ask for proof. The case can be escalated to payments, please follow the instructions under step 5.

  1.  The buyer reports a RAG via phone call after the event, ask for proof and follow up for 24 hours. If the buyer does not respond within 24 hours, you can escalate the case to payments as explained in step 5.

  1.  The buyer reports a live RAG. Check whether there are alternative tickets available on our website.

  *   If the seller is at fault, stop seller payment and ask the buyer whether they would accept alternate tickets. If yes, move the order to pending substitution and seek out a TL to have the order substituted. Send an email to the seller that they will not get paid.
  *   If the seller is not at fault, do not stop seller payment and move the order to “pending replacement” instead. Seek out a TL to have the order replaced. If no tickets are available
  *   If no tickets are available, ask the buyer for proof of RAG. If the buyer confirms they do not have any proof, you can escalate the order for a full refund + voucher. If the buyer confirms they have proof but does not respond within 24 hours, you can escalate the case to payments for a full refund + voucher (max 1000 USD).

  1.  Make sure to thoroughly make the investigations that are required for a RAG case with the help of the checklist below (e.g. did the buyer download their ticket, do listing notes apply, were age restrictions in place, is there a RAG flag on the account…) and determine who is at fault.

  1.  If the buyer is not at fault, confirm to the buyer that we will request a refund + voucher. If the seller is a fan seller, please stop the seller payment and advise the seller that they will not receive payment for this order. In the following please escalate the order to Payments for a full refund + voucher (max 1000 USD).

  1.  If the buyer is at fault, a phone call needs to be made to explain why we cannot refund the order. Those case should not be handled in an email.

The event took place more than one month ago

  *   The buyer reports a RAG via / email phone call. If the event was more than one month ago, you need to ask for proof of RAG and follow up. The case cannot be escalated without proof.

The event took place more than six months ago

  *   The buyer reports a RAG via / email phone call. Please flag the case to your TL to discuss how to proceed.

In order to help you with the relevant investigations who is at fault in a RAG case and which process applies, please review the following checklist.

  1.  Check the whole case history for any information on the background of the case

  *   Did the customer contact us about a cancellation before?
  *   Did the customer have concerns about the validity of the tickets before the event?
  *   Did the customer claim that the venue confirmed the tickets are invalid?

  1.  Check whether there is a RAG flag on the account

  1.  Check the transaction box at the top of the screen to determine whether a chargeback has been initiated

  1.  Check the event date / event start time

  1.  Check the seller type (Fan Seller / Frequent Seller / US Frequent Seller / Primary)

  1.  Check whether the buyer has downloaded their eticket

  1.  Check if the eticket is an actual eticket (if applicable)

  1.  Check the listing notes if any special conditions applied to the ticket
E.g. Buyer purchased Concession – Student tickets and therefore needs a student ID to gain entry; Buyer bought tickets for the Home Section of a Football match

  1.  Check whether any restrictions were in place for the event on our website - here you may need to check the venue website
E.g. Entry only for people over 18 years

KB LINK

https://ols.talentlms.com/unit/view/id:2353

Jana Garbe
Training & Quality
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