Subject: 21807217 - Fan seller - Romeo and Juliet - 23/05/2019 - Approval to Pay Seller
From: Ashwinee Latchayya <[email-masked]>
To: [email-masked]
Cc: Valeria Julia <[email-masked]>
Date: Sun, 26 May 2019 03:51:20 -0700 (MST)

Hi Brian, 

The buyer of the above TID has been refunded claiming to have been ragged. 

According to the case history, here's what has happened. 

The buyer called claiming to have been ragged and has also stated that he tried to get entry with the confirmation email as he didn't have access to the tickets. 

Later he changed his statement claiming he wasn't allowed entry as the tickets were bought on viagogo. 

The buyer then stated he showed the link to print the E-tickets which the venue also did not accept and hence managed to gain access to their tickets but the venue didn' attempt to scan those. 

According to the agent's cian he stated the buyer claims he had the tickets after he was informed he won't be refunded. According to Wiki, we're not supposed to inform the buyer he won't be refunded over the phone (see attached). We would end the call informing we're investigating and we'll provide an update as soon as possible afterwhich we would use 'Rejecting a guarantee claim' blurb. 

The agent also sent a wrong email to buyer 'Rag no payment'. The buyer has then provided us with a proof received from the venue which states a few reasons but doesn't state tickets were invalid here due to seller's fault. Please see attached the proof provided by the buyer. 

I think it would be unfair not to pay the seller here. Can we request proof of purchase and pay the seller the FV here. 

Kind Regards, 
Ash 

From: "Valeria Julia" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Saturday, 25 May, 2019 16:31:24 
Subject: 21807217 - Fan seller ES - Romeo and Juliet - 23/05/2019 - RAG issue 

Respected Ma'am, 

The seller of this case came to us thru email wondering why we cancelled his sale. 
I can see the buyer was RAG and according to CIAN note: 
-buyer called to advise they were RAG 
-buyer stated they tried to use confirmation email instead of tickets as they "dd not have access to the tickets at the time" 
-buyer advised they were told they would not be allowed to enter as the tix were bought on viagogo 
-buyer then stated they did have access to the tickets after being told that in this case we cannot refund them 
-buyer advised they showed the link to print the etickets which the venue also did not accept 
-buyer advises they then provided the tickets (despite saying they did not have access to the tickets previously) 
-buyer advises the venue did not attempt to scan the tickets 

Besides this, the case was escalated to payments, which should have not, agent selected event restriction and to not charge seller. 

We need to pay this seller as this was not his fault and somehow charge back this buyer as doesnt deserve the refund. 

Thanking you in advance for your help. 

Kind Regards, 
Valeria.