Subject: FW: [PROCESS UPDATE] - Proof of RAG CSL Update
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Darren OToole <[email-masked]>, Nuno Correia <[email-masked]>
Date: Mon, 26 Nov 2018 15:11:54 +0000

PROCESS UPDATE

DATE

26/11/2018

TOPIC

Proof of RAG CSL Update

DETAILS

A new warning message has been added to CSL to warn agents requesting a proof of RAG that a document was already uploaded by the buyer:

This warning will appear when you are trying to send the blurb ''Please provide proof of RAG'' to a customer who has already provided us with a proof, either because:

  1.  Another agent requested it using the same blurb
  2.  Or the buyer contacted us directly with the proof via ''My Account" under the enquiry source "There was an issue with my tickets at the venue".

The message will appear when you click on ''Send'':

  *   Click "No" if you haven't looked at the proof provided by the buyer yet - the email will not be sent - you need to go back to the conversation history to review the proof and take the necessary actions
  *   Click "Yes" if you already reviewed the proof and it is not enough for us to investigate. The e-mail will be sent.

REMINDER:

?  If the buyer does not have a proof of RAG: they can report it up to 1 month after the event to be refunded

?  If the buyer has a proof of RAG: they can report it up to 6 months after the event to be refunded

?  If the buyer is not within these deadlines, inform your TL to review the case

Darren O'Toole|
Customer Facing Team Leader
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