Subject: FW: Outsourcing agent issue TID 19759914
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>
Date: Tue, 8 Jan 2019 11:56:38 +0000

FYI

From: Brian Sexton
Sent: Monday 7 January 2019 03:55
To: Stephen Blake <[email-masked]>; Thiago Pavoni <[email-masked]>; Roland Grzelak <[email-masked]>; 'Rosette Modiri' <[email-masked]>
Cc: Darren OToole <[email-masked]>
Subject: RE: Outsourcing agent issue TID 19759914

Hi @Rosette Modiri<mailto:[email-masked]>,

Let's review this today with Fatoumata.

Kind regards,
Brian

From: Stephen Blake
Sent: Sunday 6 January 2019 13:19
To: Thiago Pavoni <[email-masked]<mailto:[email-masked]>>; Roland Grzelak <[email-masked]<mailto:[email-masked]>>
Cc: Brian Sexton <[email-masked]<mailto:[email-masked]>>; Darren OToole <[email-masked]<mailto:[email-masked]>>
Subject: RE: Outsourcing agent issue TID 19759914

Hi All,

@brian since you will be on site tomorrow and Fatoumata is not in today can you coach her on this?

@Roland Grzelak<mailto:[email-masked]> Can you keep a look out for these tickets and return them to the buyer when they are received?

Thank you
Stephen Blake
Outsourcing- South Africa

________________________________
From: Thiago Pavoni
Sent: Sunday, January 6, 2019 12:56:11 PM
To: Stephen Blake
Cc: Brian Sexton; Darren OToole
Subject: FW: Outsourcing agent issue TID 19759914

Hi Stephen,

Can you please flag this case to the agent Fatoumata.Altmueller. The tickets were correct and buyer was advised to ship the tickets back to us at Limerick offices, I have advised Ira to contact the buyer and advise that the tickets are correct and inform that we can ship the tickets back to the buyer as is 160 days for the event.

Thanks very much.

Thiago

From: Ira Nikolaou
Sent: Sunday 6 January 2019 12:47
To: Thiago Pavoni <[email-masked]<mailto:[email-masked]>>
Cc: Darren OToole <[email-masked]<mailto:[email-masked]>>
Subject: Outsourcing agent issue TID 19759914

Hi Thiago,

outsourcing agent: Fatoumata.Altmueller

TID: 19759914

buyer contacted us to advice his tickets are wrong based on face value and as he says he purchased seated tickets.

His booking confirmation states ''standing only'' in the lower tier section.

He was informed about face value and in a separate email asked to send proof of his tickets.

The agent accepted them as wrong tickets saying the section he received is upper tier. She did offer the three options and buyer is now shipping tickets back to Limerick office. Agent did also not stop seller payment to follow new procedure.

Buyer received correct tickets. He received tickets in section U2 standing only which is lower tier and matches his confirmation.

I have now sent an email to inform the buyer why his tickets are correct and to request delivery address.

Please flag agent to outsourcing and advice whether buyer can receive a refund if tickets are not accepted and if seller can be asked to relist or if viagogo has to relist.

Thank you,

Ira