Subject: Re: 17805307 - Nitro Circus Live - You got this Tour - 07/12/2018 - Zurich, CH - Power Seller Broker CH - Paper tickets - buyer chasing refund
From: Ashwinee Latchayya <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Felipe FleuryGil <[email-masked]>
Date: Wed, 9 Jan 2019 07:18:28 -0700 (MST)

Hi Brian, 

I've just listened to the call and reviewed the case. 

This was flagged on January 7th and we've already reviewed this with him. 

The buyer clearly stated on the call that the tickets should have been sent before the deadline and Becho informed him it's not an issue and he can absolutely sent the tickets back and will be refunded. 

This has also been added to the error tracker. 

Kind Regards, 
Ashwinee 

From: "Brian Sexton" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Cc: "Felipe FleuryGil" <[email-masked]> 
Sent: Wednesday, 9 January, 2019 18:48:50 
Subject: FW: 17805307 - Nitro Circus Live - You got this Tour - 07/12/2018 - Zurich, CH - Power Seller Broker CH - Paper tickets - buyer chasing refund 

Hi Ashwinee, 

Could you please review this with Becho and add it to the error tracker? 

Let me know the feedback. 

Kind regards, 

Brian 

From: Felipe FleuryGil 
Sent: Wednesday 9 January 2019 11:44 
To: Brian Sexton <[email-masked]> 
Subject: FW: 17805307 - Nitro Circus Live - You got this Tour - 07/12/2018 - Zurich, CH - Power Seller Broker CH - Paper tickets - buyer chasing refund 

Hi Brian, 

Event was cancelled and buyer called us after the deadline to ship the tickets back in order to be refunded. 

Agent becho.jaures received the call and advised that buyer could ship tickets back even that the deadline was expired and he would be refunded. 

Now buyer is chasing the refund and we will escalate to PT as CS error. 

Just letting you know in case you think its worth to flag with agent. 

Thanks, 

Felipe 

From: Marina de la Iglesia 
Sent: 09 January 2019 11:39 
To: Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: 17805307 - Nitro Circus Live - You got this Tour - 07/12/2018 - Zurich, CH - Power Seller Broker CH - Paper tickets - buyer chasing refund 

Hi, Felipe 

I listened to the call and buyer said he just saw the email on the 7/12/2018 (email was sent on the 23/10/18). 

Buyer asked a few times if there should be no problem to receive the refund as he did not send the tickets before the deadline, agent confirmed that he will be refunded, that he just need to return the tickets. 

I will escalate to PT as CS Error. 

Kind Regards 

Marina 

From: Felipe FleuryGil 
Sent: 09 January 2019 11:12:55 
To: Marina de la Iglesia 
Subject: RE: 17805307 - Nitro Circus Live - You got this Tour - 07/12/2018 - Zurich, CH - Power Seller Broker CH - Paper tickets - buyer chasing refund 

Hi, 

As you are aware my French is not that great. Could you listen and let me know. 

Thanks, 

Felipe 

From: Marina de la Iglesia 
Sent: 09 January 2019 10:52 
To: Felipe FleuryGil < [ mailto:[email-masked] | [email-masked] ] > 
Subject: 17805307 - Nitro Circus Live - You got this Tour - 07/12/2018 - Zurich, CH - Power Seller Broker CH - Paper tickets - buyer chasing refund 

Hi, Felipe 

    * Buyer chasing refund as event was cancelled 
    * Buyer received an email with the deadline to return the tickets in order to get a refund (deadline: 30.10.2018) 
    * Work item informing tickets have been returned after deadline (date on the stamp 12/12) so buyer is not entitled to be refunded. 
    * Buyer claims agent he spoke on the phone on the 07/12/18 said there would be no problem to receive the refund (please find attached that email) 
    * Buyer will make a formal complain and will request to listen to the conversation. 

Is it possible to listen to the call to check if agent promised a refund? 

Thank you 

Kind Regards 

Marina