Subject: Fwd: [IMPORTANT INFO] - US Cancellation
From: Rosette Modiri <[email-masked]>
To: eduardo Filipe Fernanadez <[email-masked]>
Date: Thu, 27 Dec 2018 05:56:10 -0700 (MST)

From: "Brian Sexton" <[email-masked]> 
To: [email-masked] 
Cc: "Anna Jeanne" <[email-masked]>, "Nuno Correia" <[email-masked]> 
Sent: Tuesday, 2 October, 2018 16:41:23 
Subject: FW: [IMPORTANT INFO] - US Cancellation 

	

IMPORTANT INFO 

DATE 	

01/10/2018 

TOPIC 	

US Cancellations 

DETAILS 	

In order to reduce chargebacks, we are now offering to certain US customers the possibility to cancel their order. Those customers have to meet specific criteria such as: 

    * 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 

When a customer meets all the criteria, you will see a banner on CSL “buyer eligible for refund – Follow training”: 

When a customer is eligible to a refund and contacts us via email to request the cancellation, the work item will automatically be escalated to the Payment Team, therefore you will not receive those requests. 

However, as US customers are able to call us at any time, you will receive calls where buyers request the cancellation of their order. 

How to handle cancellation requests? 

    * If and only if the buyer calls to request a refund and the banner is there, you can confirm that we will process a refund for them using the script below: 

    * We're sorry to hear that you'd like to cancel your order but as a gesture of goodwill, we will be refunding you in full for your purchase. 
    * You will receive a confirmation email as soon as the refund is processed, and the funds should appear in your account within 5 business days from the day the refund was initiated. 
    * You may receive emails from us regarding your purchase, please ignore them as they are automatic emails that we cannot cancel. 

IMPORTANT: if the customer is not asking for a refund, do not offer it. 

    * After the call, update the subject of the case to the relevant “Buyer – Can I cancel” enquiry source 
    * Escalate the case to the Payment Team by filling in the template as per below: 

    * For buyer     * Full refund 
    * Reason code: Refunded – Free Cancellation 
    * Should the seller be charged? No 
    * Should the seller be paid? Yes – the payment team will decide if we pay the seller or ask them to relist the tickets 
    * Was Transaction a redirection? Fill in as appropriate 
    * And add your CIAN note as usual 

What if the flag is not visible on CSL? 

If there is no flag on CSL, it means that the customer is not eligible for a refund, therefore, follow the usual process and inform the buyer that we do not cancel any order but they can relist the tickets. 

If you have any doubt, please check with your TL before confirming the refund to a customer. 

KB LINK