Subject: Fwd: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee
From: Ashwinee Latchayya <[email-masked]>
To: Sadaf Jamil <[email-masked]>, Sankarshan Rajan <[email-masked]>, Dhruv Saxena <[email-masked]>, Kritika Mirchandani <[email-masked]>
Date: Wed, 15 May 2019 02:37:49 -0700 (MST)

Hi all, 

PFB. 

Kind Regards, 
Ash 

From: "Prabhat Shah" <[email-masked]> 
To: "Padraig Myers" <[email-masked]>, "Avery Pelle" <[email-masked]> 
Cc: "Customer Service Tech Team" <[email-masked]> 
Sent: Wednesday, 15 May, 2019 14:19:23 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

[ Moving lot’s of people to bcc ] 

CS: All affected customers will be contacted and have the overpayments of shipping refunded – this will be arranged by end of play today. We’ll confirm on a separate thread to you once that’s been done. 

Padraig/Avery: The SQL to return the affected orders is in EUR. However, of the 255 orders, there are 139 that are in currencies other than EUR. Should we just manually arrange the refunds on those, based on today’s currency rate? Or can the query be updated to return the refund amount in the currency of the buyer? 

From: Brian Sexton 
Sent: 15 May 2019 10:25 
To: Padraig Myers <[email-masked]>; Avery Pelle <[email-masked]>; Customer Service Tech Team <[email-masked]>; Website Team <[email-masked]>; Prabhat Shah <[email-masked]>; Joanna Yang <[email-masked]> 
Cc: Sankarshan Rajan <[email-masked]>; Mujinga Kayitula Solange <[email-masked]>; Ashwinee Latchayya <[email-masked]> 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Hi, 

This buyer 21693092 is also upset at their €2,909 shipping fee. Adding [ mailto:[email-masked] | 
@Joanna Yang ] too as this was flagged to you as per the CIAN notes. 

Kind regards, 

Brian 

From: Padraig Myers 
Sent: Tuesday 14 May 2019 08:57 
To: Avery Pelle < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] >; Website Team < [ mailto:[email-masked] | [email-masked] ] >; Prabhat Shah < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Thanks [ mailto:[email-masked] | 
@Avery Pelle ] 

HI [ mailto:[email-masked] | 
@Prabhat Shah ] , we probably need to get someone to so some partial refunds for these transaction (use sql I have pasted below) 

There are some very large over payments, for example on transctionID 21706407, the seller was charged €3526 instead of €28.55! 

select 

TransactionID 

, WhatTheBuyerPaidInEur 

, WhatTheBuyerShouldHavePaidInEur 

,( WhatTheBuyerPaidInEur - WhatTheBuyerShouldHavePaidInEur ) OverPaymentInEur 

from 

( 

select 

te . TransactionID , 

round (( te . BuyerShippingFee / cr . CurrencyRate ), 2 ) as WhatTheBuyerPaidInEur , 

round ((( te . ShippingCost / crs . CurrencyRate ) + cast ( 5 as money )), 2 ) as WhatTheBuyerShouldHavePaidInEur 

from dbo . TransactionEconomics te 

join Analytics . Experiment . Transactions_ViewNew tv 

on tv . TransactionID = te . TransactionID 

join viagogo . dbo . CurrencyRate cr 

on cr . CurrencyCode = te . BuyerCurrencyCode 

join viagogo . dbo . CurrencyRate crs 

on crs . CurrencyCode = te . ShippingCostCurrency 

where tv . ExperimentID = 10460 

and tv . Variant = 1 

) data 

where ( WhatTheBuyerPaidInEur - WhatTheBuyerShouldHavePaidInEur ) > 1 

order by OverPaymentInEur desc 

From: Avery Pelle 
Sent: Monday 13 May 2019 20:11 
To: Padraig Myers < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] >; Website Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Whoops, here is it as text: 

SELECT te.TransactionID, 

round((te.BuyerShippingFee / cr.CurrencyRate), 2) as EURShippingPaidByBuyer, 

round(((te.ShippingCost / crs.CurrencyRate) + cast(5 as money)), 2) as EURShippingCost 

from dbo.TransactionEconomics te 

join Analytics.Experiment.Transactions_ViewNew tv 

on tv.TransactionID = te.TransactionID 

join viagogo.dbo.CurrencyRate cr 

on cr.CurrencyCode = te.BuyerCurrencyCode 

join viagogo.dbo.CurrencyRate crs 

on crs.CurrencyCode = te.ShippingCostCurrency 

where tv.ExperimentID = 10460 

and tv.Variant = 1 

and abs(round((te.BuyerShippingFee / cr.CurrencyRate), 2) - round(((te.ShippingCost / crs.CurrencyRate) + cast(5 as money)), 2)) > 1 

order by EURShippingPaidByBuyer desc 

- Avery 

From: Avery Pelle 
Sent: Monday, May 13, 2019 3:08 PM 
To: Padraig Myers < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] >; Website Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Hi Padraig, 

I used this query to get the transaction IDs affected by the bug. EURShippingPaidByBuyer is the amount the buyer actually paid, and EURShippingCost is the amount that the buyer should have paid. Note that the original transaction in this thread is not in that result since Transactions_ViewNew only contains successful transactions. Please let me know if you have any other questions. 

Thanks, 

Avery 

From: Padraig Myers 
Sent: Monday, May 13, 2019 12:09 PM 
To: Avery Pelle < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] >; Website Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Do you have a list of transactions that were impacted by this bug? 

Just so cs can chase up and issue refunds were appropriate. 

From: Avery Pelle 
Sent: Monday 13 May 2019 16:56 
To: Padraig Myers < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] >; Website Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Hey All, 

[ mailto:[email-masked] | @Padraig Myers ] you are correct, this was a bug in currency conversion for my shipping fee modifier experiment. The issue was that the fee modifier used the user’s context currency code when it should have converted to the listing/buyer currency code. The experiment has been stopped and a fix has been sent out. Apologies for the trouble! 

Best, 

Avery Pelle 

From: Padraig Myers 
Sent: Monday, May 13, 2019 4:37 AM 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] >; Website Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Adding [ mailto:[email-masked] | @Website
 Team ] , looks like a bug around the conversion of shipping fee for cross currency transaction. 

This buyer purchased in PHP (Philippine Peso’s). 

I can see this from the Buyer Card details: 

    * Number of Tickets = 1 
    * Ticket Price = 1×PHP5,431 
    * Delivery Fee = 1×PHP33,057 
    * Booking Fee = 1×PHP1,358 
    * Total Price = PHP39,846 
    * This is an approximate conversion. These tickets are listed in USD. You will pay US$ 763.00. 

All the number in the db look like the correct USD converted values, however the shipping fee looks like it was changed in USD but the number is the PHP value (633PHP = 12.13USD) 

From: Brian Sexton 
Sent: Monday 13 May 2019 05:58 
To: Customer Service Tech Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Hi, 

Could someone please check how this shipping fee was calculated? 

It’s Fed Ex – Domestic and according to CSR the shipping fee was 633 USD. 

Kind regards, 

Brian 

From: Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday 12 May 2019 13:48 
To: India Inbox < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mujinga Kayitula Solange < [ mailto:[email-masked] | [email-masked] ] > 
Subject: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Hi There 

In reference to the TID: 21691001, The buyer has contacted us complaining about the shipping fee they have been charged. 

According to the buyer's breakdown the price per tickets is just 104 USD and the shipping fee charged is 633 USD. 

The shipment is domestic going from US to US. 

Can you please check if there a specific reason for high shipping charge and if a partial refund can be made in this case for that as this is a domestic shipment. 

Thank you and Regards 
Sankarshan Rajan 

From: "Mujinga Kayitula Solange" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Sankarshan Rajan" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Saturday, 11 May, 2019 13:11:52 
Subject: 21691001 - Broker US - PGA Championship 2019 - Friday - 17/05/2019 - Shipping fee 

Hi Sankarshan, 

With reference to above TID, Buyer is chasing explanation about shipping fee paid. Find below the breakdown: 

Buyer Currency: United States Dollar 

Payment Method: American Express: ***********9925 

Tickets Purchased: 1 

Price per ticket: $104.00 

Ticket Cost: $104.00 

Booking Fee: $26.00 

Shipping Fee: $633.00 

Buyer VAT: $0.00 

Buyer Total: $763.00 

Could you please check with relevant team for further help? 

Kind Regards, 

Sarah