Subject: FW: [REMINDER] - Escalation to CMA
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Felipe FleuryGil <[email-masked]>
Date: Thu, 14 Mar 2019 13:37:31 +0000

REMINDER

DATE

14/03/2019

TOPIC

Escalation to CMA

DETAILS

When should I escalate to the CMA Queue?

 You receive a query where the buyer is asking for seat details or seller/trader information;

You receive a query where the buyer is referring to an incorrect or non-visible Face Value ;

You receive a query from a buyer which had previously been escalated to CMA;
* if a case was in the CMA queue and you get it, unless it has a work item telling you different, you need to re-escalate to CMA.

You receive a query where the buyer is referring to resale restrictions in place;

You receive a query where the buyer is advising that the tickets were purchased before the official pre-sale;

You receive a query where the buyer is advising that they invalidated the tickets before the event and a resale restriction was available.

How should I deal with CMA case?
*         Reply to the buyer by using the blurb "15.7 CMA - Holding"
*         Escalate to CMA, leaving a note that the buyer has referenced the CMA

Please check OLS for more information
https://internal-ols.talentlms.com/unit/view/id:3751