Subject: Re: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN
From: Ashwinee Latchayya <[email-masked]>
To: Valentina Cante <[email-masked]>
Cc: David Lee <[email-masked]>, Brian Sexton <[email-masked]>, Viraat <[email-masked]>
Date: Thu, 20 Dec 2018 03:19:03 -0700 (MST)

Hi Valentina, 

Feedback has been shared with the agent. 

Kind Regards, 
Ashwinee 

From: "Valentina Cante" <[email-masked]> 
To: "David Lee" <[email-masked]>, "Brian Sexton" <[email-masked]>, "Ashwinee Latchayya" <[email-masked]> 
Cc: "Viraat" <[email-masked]> 
Sent: Thursday, 20 December, 2018 15:32:50 
Subject: Re: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Ashwinee, 

Could you please confirm if the agent has been coached? 

Kind Regards, 

Valentina Cante 

Training & Quality 

From: David Lee 
Sent: Wednesday, December 12, 2018 3:02:01 PM 
To: Valentina Cante; Brian Sexton; Ashwinee Latchayya 
Cc: Virat Joshi 
Subject: RE: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Brian, 

The Red Flag here is valid as the agent took no action on the case. The agent should have Flagged the case with their TL to have the seller contacted while waiting for the buyer to respond. There was a very short window of time to action this request and this was an unnecessary delay. The tickets were sent to the original address in Brazil as a result instead of to Ireland where the buyer was trying to request. 

Kind regards, 

Dave 

From: Valentina Cante 
Sent: 12 December 2018 11:45 
To: Brian Sexton <[email-masked]>; Ashwinee Latchayya <[email-masked]>; David Lee <[email-masked]> 
Cc: Virat Joshi <[email-masked]> 
Subject: Re: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Kind Regards, 

Valentina Cante 

Training & Quality 

From: Brian Sexton 
Sent: Wednesday, December 12, 2018 11:27:10 AM 
To: Ashwinee Latchayya 
Cc: Valentina Cante; Virat Joshi 
Subject: RE: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Ashwinee, Valentina, 

Just talked to Maiwenn and Dave, this is not a red flag, for India we don’t allow you to contact Brokers for this situation or any situation. 

You were right based on what it says on the wiki Valentina, but it’s actually still different for India, they can’t contact the Brokers for any circumstance. 

Kind regards, 

Brian 

From: Ashwinee Latchayya < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday 12 December 2018 11:10 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Valentina Cante < [ mailto:[email-masked] | [email-masked] ] >; Virat Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Brian, 

Following Valentina's response - ''The DP in this case is UPS, we don't need to ask the buyer's address, if the tix have not been sent, the agent should advise the buyer they can change the address themselves via the “Settings” section in “My Account” (following the GDPR rules) '' 

- The TS was Pending Shipment. Hence, the buyer won't be able to change the address on the account. 

Valentina suggested the correct process is: 

1 - Email the buyer: We are confirming with the seller if your delivery address can still be changed / 03.2 - Buyer requested address change; checking with seller 

Email the seller ( Frequent seller included) 03.2 - Have you sent tickets? (buyer wants to update address) (UPS) 

What Nathan did: 

1 - He sent that exact blurb Valentina suggested and in addition he free typed one line asking the buyer to confirm the address because the buyer cannot change the address using the link as the TS is not pending shipment creation and label has been created. 

2 - Nathan cannot email Brokers ; hence he didn't. (He didn't flag this to me because the buyer didn't provide any address - and normally what happens when we flag such cases to TL in Limerick ; we are requested to provide the address). 

Kind Regards, 

Ashwinee 

From: "Brian Sexton" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ashwinee Latchayya" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Valentina Cante" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, 12 December, 2018 16:17:00 
Subject: FW: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Ashwinee, 

Please see below the correct process for this case. 

Thanks Valentina! 

Kind regards, 

Brian 

From: Valentina Cante 
Sent: Wednesday 12 December 2018 10:46 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hey Brian, 

The DP in this case is UPS, we don't need to ask the buyer's address, if the tix have not been sent, the agent should advise the buyer they can change the address themselves via the “Settings” section in “My Account” (following the GDPR rules) 

The agent emailed the buyer informing that "We are currently contacting the seller of your order to ensure that they have not yet shipped the tickets. We will let you know when we have confirmation that we are able to change the delivery address", However the seller have not been contacted and the package was sent the same day. 

The correct process to follow here would be: 

    * Email the buyer: We are confirming with the seller if your delivery address can still be changed / 03.2 - Buyer requested address change; checking with seller 

    * Email the seller ( Frequent seller included) 03.2 - Have you sent tickets? (buyer wants to update address) (UPS) 

Then, if the seller confirms the tickets have not been sent: 

    * Advise the seller that you will update the address and they will need to print a new shipping label 
    * Advise the buyer to update the new address : You can change your delivery address in your viagogo account / 03.0 - Address update instructions 

If the tickets have been sent 

    * Thank the seller for the information 
    * Contact the buyer and advise them to contact the courier directly 

Kind Regards, 

Valentina Cante 

Training & Quality 

From: Brian Sexton 
Sent: Wednesday, December 12, 2018 10:21:56 AM 
To: Valentina Cante 
Subject: FW: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Valentina, 

What do you think of this? 

Kind regards, 

Brian 

From: Ashwinee Latchayya < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday 12 December 2018 07:31 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Virat Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 
Importance: High 

Hi Brian, 

I was unable to review this with Nathan as I was off work yesterday. 

I've reviewed the case and the reason why Nathan hasn't flagged this to me to contact the broker was because the buyer didn't provide us with the new delivery address when he contacted us. He only said he was unable to change the address. Hence, Nathan requested the address and kept it on follow up. He was waiting to receive the address before flagging the case. 

Awaiting a prompt reply on how Quality Team would like the agent the proceed in such situations - because to be honest, this is quite contradicting. 

Kind Regards, 

Ashwinee 

From: "Brian Sexton" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ashwinee Latchayya" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Valentina Cante" < [ mailto:[email-masked] | [email-masked] ] >, "Viraat" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, 10 December, 2018 21:41:05 
Subject: FW: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Ashwinee, 

Could you please review this red flag with Nathan by midday tomorrow? 

Kind regards, 

Brian 

From: Valentina Cante 
Sent: Monday 10 December 2018 16:10 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Maiwenn Gouthe < [ mailto:[email-masked] | [email-masked] ] >; David Lee < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fw: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 
Importance: High 

FYI 

Kind Regards, 

Valentina Cante 

Training & Quality 

From: Melania Saba 
Sent: Monday, December 10, 2018 3:59 PM 
To: Valentina Cante 
Subject: [AUDIT RED FLAG] TID 19381683 - Red flag type Process- Natahan Mbwata - IN 

Hi Valentina, 

I have come across a red flag for this agent 

Synopsis: Agent failed on the process. The buyer was asking to change the delivery address but the transaction was in pending shipment. The agent informed the buyer that he would have contacted the seller to check if the package was shipped or not but on the case there is no trace of this. Seller have not been contacted and the package was sent on the same day. 

Please forward it to the agent's supervisor. 

Thank you. 

Melania