Subject: FW: TID 20890909 - Audit Review
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>, Joel Luinduladio Samuel <[email-masked]>
Date: Fri, 29 Mar 2019 13:36:53 +0000

FYI

From: David Lee
Sent: Friday 29 March 2019 18:52
To: Brian Sexton <[email-masked]>
Cc: Maiwenn Gouthe <[email-masked]>; Michelle Gubbins <[email-masked]>
Subject: RE: TID 20890909 - Audit Review

Hi Brian,

The Red Flag here is valid. The wiki for the RAG process has this scenario clearly explained.
This order was placed on the .co.uk website, as per process these cases need to be double checked for the reason the buyer was refused. The only valid reason to refuse a refund is if the reason they could not enter was confirmed to be due to the tickets not being printed and no other reason. This case is almost a perfect example of this. The buyer should have been refunded.

Kind regards,

Dave

From: Brian Sexton
Sent: 25 March 2019 10:30
To: David Lee <[email-masked]<mailto:[email-masked]>>
Cc: Maiwenn Gouthe <[email-masked]<mailto:[email-masked]>>; Michelle Gubbins <[email-masked]<mailto:[email-masked]>>
Subject: FW: TID 20890909 - Audit Review

Hi Dave,

Could you please check the below?

Kind regards,
Brian

From: Rosette Modiri <[email-masked]<mailto:[email-masked]>>
Sent: Sunday 24 March 2019 17:35
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: TID 20890909 - Audit Review

Hi Brian

PFB the template for a red flag dispute.

Request For

David Lee

Request From

(TL – Rosette Modiri)

Details

Scorecard ID: 23701
TID: 20890909

Agent Name: Joel Samuel

Reason for Review request:  The agent took the correct action on this case however he has been marked down and got a Red Flag for not following the correct RAG process.

Additional Information:

The agent received the case where the buyer reported rag 1 day after the event, the buyer specified that they didn't print out their tickets, they just showed the tickets on the mobile phone due to that the agent advised them that they will not be refunded as they should print out their tickets.

Kind Regards,
Rosette