Subject: RE: Europa league Final
From: Stephen Blake <[email-masked]>
To: Ashwinee Latchayya <[email-masked]>
Cc: Brian Sexton <[email-masked]>
Date: Sun, 26 May 2019 09:10:02 +0000

Hi Ashwinee,

I would just ask for proof manually. It should be easier that way, and if the sellers have already fulfilled the orders, it is not their fault if the buyers did not download the app and did not get their tickets the first time.

Thank you
Stephen Blake
Outsourcing- South Africa

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From: Ashwinee Latchayya <[email-masked]>
Sent: Sunday, May 26, 2019 10:07:11 AM
To: Stephen Blake
Cc: Brian Sexton
Subject: Re: Europa league Final

Hi Stephen,

Apologies. What I meant was, should we move the transaction back to Pending Shipment Creation so that the seller can re upload the proof of transfer or could we simply manually ask for the proof.

Kind Regards,
Ash

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From: "Stephen Blake" <[email-masked]>
To: "Ashwinee Latchayya" <[email-masked]>
Cc: "Brian Sexton" <[email-masked]>
Sent: Sunday, 26 May, 2019 14:11:03
Subject: RE: Europa league Final

Hi Ashwinee,

Ill have to look into the part about the wrong tickets. Im not sure if it will be possible for buyers to receive new tickets if they have already accepted tickets on the app. As it is an app we would not require the shipping label to be reset, we could just contact the seller and tell them to retransfer to the details already provided.

Thank you
Stephen Blake
Outsourcing- South Africa

________________________________
From: Ashwinee Latchayya <[email-masked]>
Sent: Sunday, May 26, 2019 5:02:24 AM
To: Stephen Blake
Cc: Brian Sexton
Subject: Re: Europa league Final

Hi Stephen,

I might have a question here. If a seller comes back wanting to re transfer the tickets lets say because the buyer didn't download the app or the seller transferred the wrong tickets to the buyer, can we in this instance request for the shipping label to be reset so that the seller can follow the instruction and then upload the proof once done or can we simply provide the details to the seller (after checking with the buyer) so that the seller can retransfer.

Kind Regards,
Ash

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From: "Stephen Blake" <[email-masked]>
To: [email-masked]
Cc: "Brian Sexton" <[email-masked]>
Sent: Saturday, 25 May, 2019 18:01:10
Subject: Europa league Final

Hi All,

Please read carefully below. If any questions, please let me know.

Europa league Final on Wednesday 29/05

2000+ orders
Sellers transferred the mobile tickets to the buyers via UEFA app
Several sellers have now told us that if the buyer does not download the UEFA app within 3 days the tickets go back to the sellers account so the buyer would not have them anymore unless the seller transfers again.

This should have only affected a minor part of the orders.

Sellers who have fulfilled will be emailed today by Spec OPs to inform of this potential issue and asked to try to transfer again if tickets came back to them (this should trigger another email from UEFA ticketing to buyers to inform of ticket transfer)
All buyers will also be contacted later today to informed to download urgently the UEFA app if they haven’t yet downloaded and received/saved the tickets. When the seller transferred the tickets they should have received an email from UEFA with instructions to download, if not downloaded yet. Buyers should be able to google the Europa League Final mobile phone app to download it, but best to follow instructions from email they received (they should check all recent emails from the last 10 days and spam folder)

Please see the below emails sent to buyers and sellers to help you recognise the cases if received.

BUYER MAIL:
Dear #{#BuyerFirstName#}#,

We are contacting you with regards to your order for #{#EventName#}# (Order #{#TransactionID#}#).

We hope you’re looking forward to the match!

This is an important message to remind you that the tickets you have ordered are only available as mobile tickets, that are to be presented on your phone at the stadium. This is a new and more convenient way to access the venue.

The seller has already transferred the tickets to you and you should have received an email from UEFA with instructions to download the UEFA mobile phone app, to your phone.

Please note that if you have not downloaded the UEFA app and retrieved the mobile tickets, they will be returned to the seller automatically.

In case you have downloaded the UEFA app and already received the tickets: No further action is needed, just present the tickets on your phone at the event. Please ensure your phone is fully charged when you go!

In case you have not received the tickets yet: Please make sure to download the UEFA mobile phone app urgently and we will ask the seller to transfer the tickets to you again. We will ask the seller to keep trying so there is no need for you to inform us when you have downloaded the app.

We hope that you find this message useful.

Best regards,
viagogo

SELLER MAIL:

Dear #{#SellerFirstName#}#,

We are contacting you with regards to your sale(s) for #{#EventName#}#.

It has come to our attention that some buyers have not downloaded the UEFA app on their phone yet and the mobile tickets might be returned to your account.

In case you see that the tickets are returned to your account, please keep trying to transfer them to the buyer until the event day, if still not successfully transferred. We are informing the buyers again to download the UEFA app urgently. It is your responsibility to keep trying to transfer so that the buyer can attend the event.

Thank you for your co-operation.

Best regards,
viagogo

Thank you
Stephen Blake
Outsourcing- South Africa