Subject: Ed Sheeran queries
From: Robert Cosgrove <[email-masked]>
To: "[email-masked]" <[email-masked]>, Brian Sexton <[email-masked]>, Jelena Kalcuka <[email-masked]>, Bridgette Kenny <[email-masked]>
Cc: Maiwenn Gouthe <[email-masked]>, Saurabh Dadu <[email-masked]>, Viraat Joshi <[email-masked]>, "Urvika Chaudhary" <[email-masked]>
Date: Wed, 9 May 2018 15:45:22 +0000

Hi Guys,

So we have decided to allow agents in India work on some ED Sheeran cases. Here are some tips on how to handle them

  *   Sellers asking to be paid- Please use this blurb: " Sellers can expect payment 8 business days after an event date. As outlined in our terms and conditions, we guarantee that sellers receive payment provided they have supplied the tickets they sold to the buyer, and the buyer could successfully gain entry to the event using those tickets. The delay of payment for 8 days after the event allows us to ensure this.  "
  *   Sellers uploading or offering to upload scans of their credit cards/ ID etc for us to forward to  the buyer to help them gain entry- advise them this isn't necessary
  *   Buyers asking for seller to provide them scans of ID/credit cards to get them- Push back and advise its not necessary + they are covered by the Viagogo guarantee.

What to flag on the Google Doc.

  *   Buyers chasing refunds thinking their tix are "invalid"/ buyers contacting venues/ buyers quoting Kilamanjaro letter/ mentioning Claire Turnham/ victims of Viagogo FB group/ (social) media +legal threats/ edge cases(travelling buyers worried about validity of tix etc)

Any questions or if you're unsure of how to action anything please shout or come over to me! Please do work on RAG cases going forward.

Again, thanks for your help!

Thanks,
Robert