Subject: Re: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB
From: Sankarshan Rajan <[email-masked]>
To: brian sexton <[email-masked]>
Cc: viraat <[email-masked]>, Felipe FleuryGil <[email-masked]>, Rosette Modiri <[email-masked]>
Date: Tue, 2 Apr 2019 20:43:05 -0700 (MST)

Hi Brian, 

The case has also been reviewed with Shavez Ahmed. I have advised him to always ensure he is checking the Seller type and then take actions. 

We will make sure agents are not making such mistakes again. 

Kind Regards 
Sankarshan Rajan 

From: "Rosette Modiri" <[email-masked]> 
To: "brian sexton" <[email-masked]> 
Cc: "viraat" <[email-masked]>, "Sankarshan Rajan" <[email-masked]>, "Felipe FleuryGil" <[email-masked]> 
Sent: Tuesday, 2 April, 2019 23:57:02 
Subject: Re: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

Hi Brian, 

I have reviewed the case with Anshul and provided the feedback to him. 

Next time the agent will be more attentive on it and we had the huddle with the agents about the same as well. 

Kind Regards, 
Rosette 

From: "Brian Sexton" <[email-masked]> 
To: "viraat" <[email-masked]>, "Rosette Modiri" <[email-masked]>, "Sankarshan Rajan" <[email-masked]> 
Cc: "Felipe FleuryGil" <[email-masked]> 
Sent: Tuesday, 2 April, 2019 15:25:18 
Subject: FW: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

Hi all, 

Can this please be reviewed with Anshul Khandelwal and Shavez, tickets were lost in transit but the seller is Primary; we can organise re-prints and collection at box office for tickets lost in transit when seller is primary. The agent has to contact their TL in this case and the TL has to contact me. It’s very bad to make a mistake on an order when the seller is Primary. 

Can you please remind everyone to flag to their TL when an order is from seller Primary and there is a delivery issue or any issue that you are unsure of. 

Kind regards, 

Brian 

From: Felipe FleuryGil 
Sent: Tuesday 2 April 2019 15:10 
To: Alexandra Zauhar <[email-masked]>; Samantha Giannetti <[email-masked]>; Primary <[email-masked]>; Brian Sexton <[email-masked]> 
Subject: RE: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

Hi [ mailto:[email-masked] | 
@Brian Sexton ] 

Can you check this case, please? It`s a primary order and tickets were lost in transit. Buyer contacted us before the event chasing tickets however we did not email primary to check how to handle the case. 

Case was escalated to MCB and buyer is to be refunded. Flagging with you, so we avoid this to happen in the future. 

Thanks, 

Felipe 

From: Alexandra Zauhar 
Sent: 02 April 2019 10:14 
To: Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] >; Samantha Giannetti < [ mailto:[email-masked] | [email-masked] ] >; Primary < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

What did the outsourcing agent reply? Is the outsourcing agent from India? They have a team lead who can contact us. This case is clearly a CS error. 

From: Felipe FleuryGil 
Sent: 02 April 2019 11:02 
To: Alexandra Zauhar < [ mailto:[email-masked] | [email-masked] ] >; Samantha Giannetti < [ mailto:[email-masked] | [email-masked] ] >; Primary < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

Hi Alex, 

Buyer contacted us on 28/03 and 29/03 chasing the tickets however case was replied by outsourcing agents and I am not sure if they can email primary. Case was escalated already yesterday for PT with the reason “primary error”. 

Thanks, 

Felipe 

From: Alexandra Zauhar 
Sent: 02 April 2019 09:31 
To: Samantha Giannetti < [ mailto:[email-masked] | [email-masked] ] >; Klaudia Merchut < [ mailto:[email-masked] | [email-masked] ] >; Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] >; Primary < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 
Importance: High 

Hey Felipe, 

Did the customer ever contact us? We could have requested reprints and MSBD does not apply to primary sellers, can you not use primary error. Rather use lost in transit or what kind of ‘goodwill’ reason codes do you have for buyers- something similar as ‘seller relationship’ 

Thanks 

Alex 

From: Samantha Giannetti 
Sent: 01 April 2019 15:18 
To: Klaudia Merchut < [ mailto:[email-masked] | [email-masked] ] >; Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] >; Primary < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

Hey both, 

We can go ahead and refund this buyer here. In terms of the reason code best to use here would be Primary error. 

Thanks, 

Sam 

From: Klaudia Merchut 
Sent: 01 April 2019 08:30 
To: Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] >; Primary < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

[ mailto:[email-masked] | @Primary ] 

Hi there, 

Any update here? 

Thanks in advance, 

Best regards, 

K. 

From: Felipe FleuryGil 
Sent: Monday 1 April 2019 11:03:31 
To: Klaudia Merchut; Primary 
Subject: RE: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

[ mailto:[email-masked] | @Primary ] 

Hi team, 

Can you please advise the reason code we use to refund this buyer? 

Tickets shipped after deadline, and the expect delivery time is after the event.Tickets seemed to be lost in transit for a while. 

Thanks, 

Felipe 

From: Klaudia Merchut 
Sent: 01 April 2019 10:54 
To: Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] > 
Subject: TID : 21005105/ Primary/ Manchester United vs Watford - Hospitality/ 30/03/2019 15:00 (Local)/ Old Trafford, Manchester, GB 

Hi Felipe, 

Primary Order 

1 day 19 hrs after the event - Ptix - Shipped after MSB - Scheduled Delivery: Tuesday 04/02/2019 

Can you please confirm if the buyer is entitled for the full refund? 

Thanks, 

Best regards, 

K.