Subject: Re: 19357250 / Broker UK / Cirque du Soleil - Totem / 15/01/2019 19:30 / Buyer chasing tickets
From: Ashwinee Latchayya <[email-masked]>
To: Wamiq Ahmad <[email-masked]>
Date: Tue, 15 Jan 2019 07:04:21 -0700 (MST)

Hi Wamiq, 

The DP here was UPS Access Point and not the buyer's address. This is why no attempt to delivery was made to the buyer's address. 

The buyer was informed by email that tickets were delivered, she should have contacted us then. The buyer isn't entitled to refund/replacement. 

Kind Regards, 
Ash 

From: "Wamiq Ahmad" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Tuesday, 15 January, 2019 18:14:51 
Subject: 19357250 / Broker UK / Cirque du Soleil - Totem / 15/01/2019 19:30 / Buyer chasing tickets 

HI Ash, 

In regards to the above mentioned TID, the buyer is chasing her tickets. The following key points reflects the case history : 

-Buyer had no communication in between that time to state a delivery was attempted or the tickets were at an Access point and needed to be picked up. 
-TN states that tickets were delivered on 19/12/18. 
-19/12/18 it then states they are at an Access point, at no point was the buyer informed of this. 
-Tickets were returned to sender on 04/01/19. 
-On the 09/01/19 the buyer received an email to state that as she was not available to sign for the tickets and as she did not pick them up from the Access point she would have to provide us with an address and we would try to send them again. 
-The buyer confirmed all of this information. 
-There is no proof of attempted delivery at any stage to the buyer on the TN. 
-Shipping Investigations confirmed that the buyer should be refunded or tickets replaced if the tickets do not reach the buyer in time as no attempt was made to deliver the tickets and buyer was never informed that the tickets were at an Access point to be picked up. 
-Later, an agent confirms that buyer should not be refunded as she did not pick up the tickets. 
-Another agent moving to replacement after reviewing this case as this seems to be a Carrier error. 

Please check with the team and get this resolved. 

Regards, 
Wamiq