Subject: Fwd: US Cancellation
From: eduardo Filipe Fernanadez <[email-masked]>
To: Rosette Modiri <[email-masked]>
Date: Thu, 27 Dec 2018 05:43:12 -0700 (MST)

From: "Edivaldo Manuel Augusto Pereira" <[email-masked]> 
To: "eduardo Filipe Fernanadez" <[email-masked]> 
Sent: Thursday, 27 December, 2018 18:09:01 
Subject: US Cancellation 

From: "Brian Sexton" <[email-masked]> 
To: [email-masked] 
Cc: "Michelle Gubbins" <[email-masked]>, "Anna Jeanne" <[email-masked]> 
Sent: Friday, 12 October, 2018 22:28:03 
Subject: FW: [REMINDER] - US Cancellation 

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.