Subject: FW: TID: 18974150 - Event: Panic! At the Disco - 28/03/2019 - London, GB - Re direction and original seller is a UK Broker - Issue as case was incorrectly escalated to payments.
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>, Virat Joshi <[email-masked]>
Cc: David Lee <[email-masked]>, Martina Doran <[email-masked]>
Date: Wed, 3 Apr 2019 16:23:59 +0000

Hi Rosette, Viraat,

Could this please be reviewed with Saurabh Agarwal asap and could the RAG process please be reviewed with them too.

Kind regards,
Brian

From: David Lee
Sent: Wednesday 3 April 2019 17:42
To: Brian Sexton <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>
Subject: FW: TID: 18974150 - Event: Panic! At the Disco - 28/03/2019 - London, GB - Re direction and original seller is a UK Broker - Issue as case was incorrectly escalated to payments.
Importance: High

Hi Brian,

Can this agent be coached immediately please? There are clear case notes from the previous agent who was on the case only 10 minutes before. Either this agent did not read the case notes, or read them and ignored them.

Please confirm back once the agent has been coached.

Kind regards,

Dave

From: Martina Doran
Sent: 03 April 2019 13:00
To: David Lee <[email-masked]<mailto:[email-masked]>>
Subject: TID: 18974150 - Event: Panic! At the Disco - 28/03/2019 - London, GB - Re direction and original seller is a UK Broker - Issue as case was incorrectly escalated to payments.
Importance: High

Hi David,

I am flagging this case as the agent dealing with RAG claim incorrectly escalated to payments for full refund/voucher for buyer and informed buyer on call that this was the case. Buyer was not entitled to any refund because of the below:

 - Event date was 28/03/19

 - Buyer rang in on the 29/03/19 claiming wrong tickets received as they purchased for the 29/03/19 and received tickets dated for last nights show on the 28/03/19. Buyer was correctly advised tickets were correct date as they had actually purchased for that date. Buyer went on to ask,  so there is nothing you can do and I would need to purchase new tickets at the venue now so.

 - A few minutes later, on the 29/03/19, buyer rings back in claiming RAG for event the night before on the 28/03/19. He mentions nothing on the call regarding previous call or wrong tickets situation, he advises they went to venue last night and tickets scanned invalid as red x showed up, no tickets were left at box office so could not attend event. When asked if venue provided any documentation they said no but have proof of new tickets purchased for tonight's show now as just purchased at venue.

 - Agent (Saurabh Agarwal) has no mention in CIAN of previous agents notes which had stated buyer claimed wrong tickets received and advised on issue with dates, and escalated to payments for full refund/voucher for buyer and explained in detail to buyer on call what they would receive.

- Buyer is not entitled to refund as never went to event on event date to use our tickets.

Kind regards,
Martina Doran
Quality Team