Subject: 18746437, Broker UK, Childish Gambino , 24/03/2019 18:00, Full refund issue}
From: Ashwinee Latchayya <[email-masked]>
To: [email-masked]
Cc: Ekta VGG <[email-masked]>
Date: Sun, 24 Mar 2019 04:52:31 -0700 (MST)

Hi, 

The above mentioned TID was subbed from 17379883. 

Tickets for the order - 17379883 included VIP lounge and according to the history it was subbed by Gary to . The new tickets provided doesn't include VIP and the buyer was offered a partial refund and then a full refund (according to Lana's cian). 

This was also escalated to manager's call back but the buyer hasn't been contacted yet ; the buyer is chasing a refund. The event is in 7 hours. 

Can we check with TL Sylvia whether this is to be escalated for the buyer to be refunded as CS error. The agent didn't escalate the case, we would like to make sure this has to be escalated for not. 

Kind Regards, 
Ashwinee 

From: "Ekta VGG" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Sunday, 24 March, 2019 15:40:34 
Subject: {18746437, Broker UK, Childish Gambino , 24/03/2019 18:00, Full refund issue} 

Hi Ashwinee, 

In regards to above TID, buyer called us multiple times as she bought tickets with section-The Deck along with VIP Lounge, where seller did not fulfil the order, So we gave her replacement tickets with same tickets without VIP access. That's why she wants to speak to manager regarding this issue. 

However she was offered two different options by an agent lana horbach 

1. 400 £ of partial refund 
2. offered full refund and tickets will be invalidate 

Then she flagged this to her TL Silvia regarding this issue. 

Now buyer wants full refund and to invalidate these tickets as she will not use these tickets or she wants manager call back ASAP. 

Kind Regards, 
Ekta