Subject: FW: RAG Process - Refresher
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Michelle Gubbins <[email-masked]>
Date: Fri, 7 Jun 2019 11:24:48 +0000

Hi,

Please see below. You need to make sure the agents are correctly using the escalate to TL RAG feature.

We’ve seen examples of agents escalating to TL RAG for language recategorization cases.

Kind regards,
Brian

From: Robert Cosgrove
Sent: Friday 7 June 2019 12:11
To: Brian Sexton <[email-masked]>; Stephen Blake <[email-masked]>; Meghan Flanagan <[email-masked]>
Cc: Michelle Gubbins <[email-masked]>
Subject: RAG Process - Refresher
Importance: High

Hi All,

It has come to our attention that there is a lot of Escalations to the TL RAG Queue that are not warranted. The main reason is the agents not changing the enquiry source. If we do not get a grip on this now, we will have to start looking after the Inbox on top of our own tasks.

Please make sure all your agents understand the process again and I expect the Inbox to drop in numbers starting today.

Thanks
Robert

No Refund Checklist

·         Buyer compensated for different issue - case resolved
·         Buyer contacted us under the wrong order - correct order not found yet
·         Buyer contacted us under the wrong order - correct order refunded
·         Buyer could not enter due to not having a passolig card (Turkish football restriction)
·         Buyer did not collect the tickets at pick up point (late/no show)
·         Buyer did not download/print their e-tickets before the event (please refer to section "Buyer did not print etickets")
·         Buyer did not respond to a request for proof email
·         Buyer invalidated their own tickets (anywhere but www.viagogo.co.uk<http://www.viagogo.co.uk> )
·         Buyer was manually refunded
·         Buyer not refunded due to flagging the RAG outside of our policy timeframe
·         Buyer purchased a ticket type they were not eligible for (e.g. disabled)
·         Buyer received new tickets from viagogo and gained entry to the venue
·         Buyer selected the wrong reason on their email to us / (wrong case type)
·         Buyer stated he did not use the tickets
·         Buyer tried to enter event with confirmation email instead of tickets
·         Buyer turned up late to the event
·         Redirection - Buyer refunded under a different transaction

Important: These are the only reason to not refund a buyer, any other scenarios will need to be run past a TL first. If none of the reasons above apply, please escalate the case to TL with a clear description of why you do not want to refund the buyer.

​RAG (Rejected at Gate) 

1. General Information

Definition of a RAG
Rejected at Gate: Buyer has been refused entry to the event using the tickets they purchased from viagogo.

·         Being rejected at the gate is the worst possible experience that the buyer can have – therefore it is important to show empathy and treat the buyer with respect.

Note: If the buyer purchased several tickets in one order and not all of the tickets were invalid, the RAG still applies to the entire order, this means that after your investigation, if you decide to request a refund to the buyer, the order must be refunded in full.

2. Selecting the correct Enquiry Source

·         When buyers report a RAG by email, they are prompted to contact us via their account under the enquiry source Buyer - There was an issue with my tickets at the venue

Important

·         Should the buyer report a RAG using a different enquiry source than the one above, you must update the enquiry source to: Buyer - There was an issue with my tickets at the venue

·         Should the buyer report any other issue that is not a RAG under this enquiry source Buyer - There was an issue with my tickets at the venue, you must update enquiry source to match the buyer's query

3. Investigation

·         Remember that this is the worst possible experience for our buyers
·         Investigate the case based on the information provided by the buyer and the information in the transaction tab and case history

CSL Investigation - Checklist

Check whether there is a RAG Flag on the account
Check the Event Date / Start Time
Determine when the buyer first contacted us regarding the RAG and compare it to when the event took place

Check the start time and event date to confirm whether the buyer attempted to attend the event at the correct date and time.
Check whether the buyer has downloaded and printed their etickets

Check the etickets
Check the "Eticket Download History" in CSL

Check "View eticket" in CSL
Check the listing notes and confirm whether the buyer was eligible to use this type of ticket
Check whether specific conditions applied to the ticket
Check the whole case history for any information on the background of the case
Did the customer have concerns about the validity of the tickets before the event?

Did the customer claim that the venue confirmed the tickets are invalid?
Check the seller type. If the buyer is RAG and it is confirmed it is the seller's fault, please follow the steps on the right
Fan Seller: "Stop Seller Payment" and advise the seller they will not be paid

Frequent Seller: No contact needed and payment does not need to be stopped - the relevant departments will deal with the order and make their own investigations

Important: We do not make a distinction between US/CA Frequent sellers anymore. US/CA Frequent Sellers are to be treated the same way as Frequent Sellers.

Primary: Please send an email to [email-masked]<mailto:[email-masked]> and flag the RAG to the relevant team. Please wait on instructions on how to proceed

Refund or No Refund?
·         Check when the buyer first contacted us regarding their RAG and confirm it is within the time frame
            * Event was less than a month ago
            * Event was between one month and six months ago
            * Event was more than six months ago

·         Check whether the buyer has proof
·         Check the proof (if the first contact was more than one month after the event, proof is required)

Buyer did not print their etickets
The buyer advised they did not print their etickets:
•    The tickets still scanned from the phone directly and the scanning machine at the venue showed the tickets as “invalid”
   --> Refund

•      The tickets would not scan on the phone. The buyer was sent to the box office. Box office refused to print the tickets because they were bought on viagogo
--> No Refund, if before the event, advise the buyer to try and print the tickets somewhere else

•      The tickets would not scan on the phone. The buyer was sent to the box office. Box office refused to print and advised the tickets are invalid.
--> Refund, only if the buyer can produce proof
--> Proof: Document from the venue stating that those particular tickets are invalid

4. Reasons to refund a buyer

·         The buyer was refused entry due to a strict venue policy after confirming the tickets were purchased on viagogo
·         The tickets were scanned at the venue and the staff confirmed the tickets are invalid
·         The tickets were scanned at the venue and the staff confirmed that the tickets were used before (duplicated
·         The tickets did not scan at all
·         The buyer is prevented from entering the venue by a member of staff and told the tickets are not valid
·         The buyer advised they did not print their tickets. The tickets still scanned and the scanning machine at the venue showed the tickets as “invalid”
·         The buyer advised the tickets were given to a friend as a present and they were RAG
·         A restriction was put in place by the venue that we did not display on our website
Please ensure that you are familiar with the reasons above

Who is at fault?

Who is at fault?
Examples
Will the buyer be refunded?
Will the seller be paid?
Buyer
- Buyer was compensated for a different issue - case resolved

- Buyer invalided their own tickets (anywhere but www.viagogo.co.uk<http://www.viagogo.co.uk>)

- Buyer contacted us under the wrong order - correct order not found yet

- Buyer contacted us under the wrong order - correct order refunded

- Buyer could not enter due to not having a passolig card (Turkish football restriction)

- Buyer did not collect the tickets at the pick up point (late/no show)

- Buyer did not download/print their etickets before the event

- If the venue denied the buyer entry and the reason they provided is that the tickets were not printed

- Buyer did not respond to a "Request for proof" email

- Buyer was manually refunded

- Buyer was not refunded due to flagging the RAG outside of our policy timeframe

- Buyer purchased a ticket type they were not eligible for (e.g. disabled, concession, home/away section...)

- Buyer received new tickets and gained entry to the venue (e.g. the order was substituted as part of a live RAG)

- Buyer selected the wrong reason on their email to us / Wrong Case type

- Buyer stated they did not use the tickets

- Buyer tried to enter the event with the confirmation email instead of tickets

- Buyer turned up late to the event

- Redirection - Buyer refunded under a different transaction
No
Yes
Seller
- The tickets were scanned at the venue and the staff confirmed the tickets are invalid

- The tickets were scanned at the venue and the staff confirmed that the tickets were used before (duplicated)

- The tickets did not scan at all

- The buyer is prevented from entering the venue by a member of staff and told the tickets are not valid

- The seller's account is blocked
Yes
No, and the seller willbe charged
Venue
- Was the buyer RAG due to a strict venue policy after seeing the viagogo logo on the confirmation email?
Yes
No, and the seller will not be charged
viagogo
- Was a restriction put in place that we did not display on our website?

- Was the buyer rejected at the gate due to a CS error? (Here approval from a TL is needed)
Yes
No, and the seller will not be charged

Reminder: Only "Stop Seller Payment" if the seller is a Fan Seller

Workflows - Refund

The event is less than one month ago - Email

The buyer emailed in to report a RAG and has confirmed whether or not they have proof.
·         An attachment is added to the email
·         The buyer mentions the venue gave them documents or a letter regarding the denial of entry
·         The buyer mentions in the email that they had to purchase new tickets
·         The buyer says in the email that they do not have any proof

In these instances you must escalate to payments for a full refund + voucher

Buyer provided proof:

Buyer confirmed they did not receive proof:

·         If the seller is a fan seller: Stop Seller Payment and send blurb “00.0 - Buyer was RAG - No Payment”

·         Send an email to the buyer to confirm a refund and voucher (max 1000 USD) will be requested by using the blurb “Buyer was RAG - order has been refunded and a voucher issued / 01.6 - Notify of Refund & Voucher due to RAG”

·         Escalate the case to payments to request a full refund + 50 % voucher (max 1000USD)

The buyer emailed in to report a RAG but it is not clear whether proof might be available
·         The buyer does not mention buying or receiving new tickets
·         The buyer does not mention receiving documents or a letter from the venue
·         The buyer does not give a clear reason for being refused entry
·         The tickets would not scan on the phone. The buyer was sent to the box office. Box office refused to print and advised the tickets are invalid
·         E.g. the buyer only sends an email with the content "I was rejected at gate" and does not provide any other information, here you must ask for proof
It is not clear from the content of the email whether proof is available:

·         Send an email to the buyer to ask for proof with the following blurb: "Please provide proof of RAG / 01.1 - Buyer claims denied entry; please provide proof"

·         Select "Requested proof/more information from buyer" from the "No Refund Reasons" list

·         Wrap up the case, the next agent who receives the case needs to follow the steps as per the scenario above

The event is less than one month ago - Phone Call

If the customer calls us to report a RAG, it is essential to ask questions in order to be able to fully investigate what happened at the venue. Please bear in mind that this is the most horrible experience for our buyers, therefore we need to address the case carefully and with empathy.

Phone Script

The buyer calls in to report a RAG

·         Conduct the general security checks before releasing any information on the case (3 pieces of information; confirm you are speaking with the account holder
I am so sorry to hear that you were denied entry to the event. Would you mind walking me through exactly what happened at the venue? You joined the queue, what happened next?

Let the buyer explain what happened at the venue in their own words

Thank you so much for explaining. Would it be okay for you if I asked some additional questions?
·         Did you print the etickets? (if applicable)
·         What did the scanning machine show when you tried to scan your tickets?
·         Did the venue provide you with any proof to show that you were denied entry?

Thank you very much for the information, I understand this must be a very frustrating situation for you. What I am going to do for you next is ….

Buyer calls in to report a RAG and is still at the event.

Buyer wants alternate tickets
·         Be empathetic towards the situation of the customer and apologise for any inconveniences caused.
·         Gather details of what happened at the venue and to the buyer
·         Check on our website whether etickets /LMS tickets are still available for the event
·         If the buyer accepts alternate tickets, please follow the applicable workflow below

·         When wrapping up the case, select the reason "Case has been moved to pending substitution/replacement"

·         When wrapping up the case, select the reason "Case has been moved to pending substitution/replacement"
Buyer calls in to report a RAG and is still at the event.

Buyer wants a refund / no substitution tickets are available.
·         Be empathetic towards the situation of the customer and apologise for any inconveniences caused.
·         Gather details of what happened at the venue and to the buyer
·         Important: Ask the buyer whether they have received any proof from the venue - however, here please note that we just want to know whether proof exists - we do not seed to see the proof.

Buyer calls in to report a RAGafter the event
·         Be empathetic towards the situation of the customer and apologise for any inconveniences caused.
·         Gather details of what happened at the venue and to the buyer
·         Important: Ask the buyer whether they have received any proof from the venue - however, here please note that we just want to know whether proof exists - we do not seed to see the proof.

The event is between one month and six months ago - Email and Phone Call

Buyer emailed in to report a RAG and provided proof

·         If the seller is a fan seller: Stop Seller Payment and send blurb “00.0 - Buyer was RAG - No Payment”

·         Send an email to the buyer to confirm a refund and voucher (max 1000 USD) will be requested by using the blurb “Buyer was RAG - order has been refunded and a voucher issued / 01.6 - Notify of Refund & Voucher due to RAG”

·         Escalate the case to payments to request a full refund + 50% voucher (max 1000USD)
Buyer emailed in to report a RAG and did not provide proof

Buyer called in to report a RAG

·         Send an email to the buyer to ask for proof with the following blurb: "Please provide proof of RAG / 01.1 - Buyer claims denied entry; please provide proof"

·         Select "Requested proof/more information from buyer" from the "No Refund Reasons" list

·         Wrap up, the agent who received the RAG will then be able to escalate the case to payments provided the proof is sent in by the buyer

If the event is more than one month ago and this is the first contact, proof is required. If no proof is provided by the buyer, a refund cannot be issued.

The event is more than six months ago

The event is more than six months ago
·         All cases where a buyer reports a RAG after six months will need to be reviewed by a TL as they are not within our deadlines
·         Before approaching a TL, make sure to investigate the following

        *Take down the Transaction ID of the case when approaching your TL
         * What are the circumstances of the RAG?
         * Did the buyer travel?
         * Did the buyer provide proof?

Compensation Guidelines

Buyers who have been denied entry on any ticket in their order are entitled to:
1. A full refund
2. A voucher of maximum 50% of the buyer total - the maximum voucher we can offer is $1000

No cash compensation as a full refund is given
The reason code to use in your escalation to payments should either be:
1. Refunded - Rejected at Gate (Invalid Ticket)
2. Refunded - Rejected at Gate (Other)
3. Refunded - Event Restriction (if the seller is not at fault and last minute even restrictions were put in place)
4. Refunded - CS Error (if the buyer was RAG due to mistake of an agent) Important: This reason code needs to be approved by a TL

Escalation to Payments
Seller fault
Seller not at fault (e.g. Event Restriction)

Workflow - No Refund

No Refund - Exception

If you decide to not provide a refund based on the following criteria, please follow the steps below and do not contact the buyer.

1. The purchase was made on www.viagogo.co.uk<http://www.viagogo.co.uk>

·         The customer contacts the venue before the event and consequently invalidates their own tickets and does not use the tickets
·         The customer contacts the venue before the event and consequently invalidates their own tickets and is rejected at the gate.
·         The customer claimed the tickets were invalid before the event
·         The customer invalidated their own tickets - Resale Restriction was available

Request proof by sending the following blurb:

“Buyer is experiencing problems - please provide more information/ 01 (b)- Buyer - Generic upload request”
and

Escalate to CMA

No Refund Checklist

·         Buyer compensated for different issue - case resolved
·         Buyer contacted us under the wrong order - correct order not found yet
·         Buyer contacted us under the wrong order - correct order refunded
·         Buyer could not enter due to not having a passolig card (Turkish football restriction)
·         Buyer did not collect the tickets at pick up point (late/no show)
·         Buyer did not download/print their e-tickets before the event (please refer to section "Buyer did not print etickets")
·         Buyer did not respond to a request for proof email
·         Buyer invalidated their own tickets (anywhere but www.viagogo.co.uk<http://www.viagogo.co.uk> )
·         Buyer was manually refunded
·         Buyer not refunded due to flagging the RAG outside of our policy timeframe
·         Buyer purchased a ticket type they were not eligible for (e.g. disabled)
·         Buyer received new tickets from viagogo and gained entry to the venue
·         Buyer selected the wrong reason on their email to us / (wrong case type)
·         Buyer stated he did not use the tickets
·         Buyer tried to enter event with confirmation email instead of tickets
·         Buyer turned up late to the event
·         Redirection - Buyer refunded under a different transaction

Important: These are the only reason to not refund a buyer, any other scenarios will need to be run past a TL first. If none of the reasons above apply, please escalate the case to TL with a clear description of why you do not want to refund the buyer.

The buyer is not due a refund
·         Check if the buyer meets one or more of the criteria on the checklist provided under "No Refund Checklist"
·         Once you are certain the buyer meets the criteria you must

1. Depending on the contact of the buyer:

Email: Send an email to the buyer thanking them for their response and confirming why we cannot provide a refund. Here we provide the customer with an email address to make a complaint should they be unsatisfied with our answer.

Phone Call: Close the call with the script provided on the next slide confirming that we are investigating the case. Once you are off the phone, please send the blurb displayed under the “Email” script section and explain why the customer is not due a refund

2. Wrap up: Before wrapping up you will be provided with a variety of reasons out of which one must be selected before the case can be exited.

Scripts - Buyer flagged RAG outside of the policy deadlines
·         Blurb Title: Rejecting a guarantee claim – buyer flagged outside of the policy deadline
·         Only to be used for orders made on www.viagogo.co.uk<http://www.viagogo.co.uk>
·         Once you are off the phone, you must send the blurb on the left to confirm to the buyer why they are not due a refund

Email
Phone Call
Dear Jane,
Thank you for contacting us regarding your purchase. We have reviewed the information you provided us.

Customers must report an issue at the venue within 5 working days of the event. This is to enable us to investigate the matter with the seller and possibly with the venue, before paying the seller for their sale. This is clearly explained in our Terms and Conditions.

Unfortunately, you have contacted us outside of these time limits, so we will not be able to provide you with a refund for your order. We apologise for any inconvenience caused.

For more information about our guarantee, please click here.

Kind regards,

viagogo

"Thank you very much for the information, I understand this must be a very frustrating situation for you. What I am going to next is investigate the case fully. I will provide you with an update as soon as possible.”

Note: Once you are off the phone, you must send the blurb on the left to confirm to the buyer why they are not due a refund.

Scripts - All other Scenarios
Blurb Title: Rejecting a guarantee claim

Email
Phone Call
"“Dear Jane,

Thank you for contacting us,

Unfortunately, we are unable to offer you a refund {as you did not download your E tickets to attend your event / Any other approved reason}.
If you are unhappy with our investigation and wish to make a complaint please send your correspondence to [email-masked]<mailto:[email-masked]>.

Once again, I am sorry it is not possible for us to provide you with a refund.

Kind regards,
viagogo
“Thank you very much for the information, I understand this must be a very frustrating situation for you. What I am going to next is investigate the case fully. I will provide you with an update as soon as possible.”

Note: Once you are off the phone, you must send the blurb on the left to confirm to the buyer why they are not due a refund.

What happens next?
When you get a case from the email queue that meets these three criteria:
·         Buyer Affiliate is UK (tickets were purchased on the www.viagogo.co.uk<http://www.viagogo.co.uk> site)
·         Event has Passed
·         Enquiry Source is "Buyer - There was an issue with my tickets at the venue"
When you click "Reply to Email" you will get the following message:

Before you will be able to send an email to the buyer you must select one of the three options shown here:
·         Buyer is not due a refund - Follow the process for No Refund
·         Requesting proof/more information is needed - Follow the steps for confirming if proof is available
·         Informing buyer of the refund - Follow the normal RAG process to determine if the buyer is entitled to a refund

If the buyer is not due a refund and you want to wrap up the case, the system prompts you to provide us with an explanation as to why no refund will be issued
·         You now must select which reason applies to the case from a drop down
·         The reasons in the drop down are based on the reasons displayed under "Who is at fault?"

1.      If you select the reason “Wrong Enquiry Source”, you must recategorize the case to the correct Enquiry Source before leaving the case

3. If you select the reason “Other”:
·         You must fill in a text box below with a clear description as to why the buyer is not due a refund
·         This case will then be escalated to your TL for a final check

Additional feature if the buyer purchased tickets from www.viagogo.co.uk<http://www.viagogo.co.uk>

o As advised above, if a buyer purchased their tickets from the www.viagogo.co.uk<http://www.viagogo.co.uk> website then we have some additional measures in place to ensure we are escalating cases to our CMA queue when needed. As advised above, those cases need to be seen as exception and the buyer should not be contacted regarding the case.

o After you have completed the normal RAG investigation and decided that the buyer is not entitled to a refund and one of the following scenarios apply, the system will not let you wrap up the case but will prompt you to escalate to CMA.

• “Buyer claimed the tickets were invalid before the event”
• “Buyer stated he did not use the tickets”
• “Buyer invalidated their own tickets – Resale restriction was available”

o At this point you will have to select a reason as to why the buyer is not being refunded, the same as we mentioned above, however as the buyer purchased from the UK website you will not be able to select three those reason codes.

o If you select either of those reasons above, you cannot wrap up the case but you must escalate the case to CMA with an explanation as to what happened on the case

Form that the Buyer fills in on the Website when advising of a RAG issue
​
1. Declaration of RAG

·         Buyers are asked to enter their name in order to sign their declaration:

2. Verifying the order

·         Once they sign their declaration, the form will go to the next step and verify they are contacting us about the correct order.

3. Information about what happened at the venue

·         We ask then ask buyers to write us a message including all relevant details about what happened at the venue:

4. Documentation

·         We advise buyers to provide us with any proof showing that they were denied entry. Note that this is NOT mandatory:

5. Submitting the form​

·         To be able to submit the form, buyers have to tick a box declaring that "all the information and documents provided are true and correct":

Reminder

1.      If a buyer reports a RAG within one month after the event, no proof is required. We only need to confirm whether proof exists or not
2.      If in doubt, believe the buyer
3.      The only reasons not to refund the buyer are the ones displayed under "Who is at fault?"
4.      If you escalate the case for a refund, you must include a voucher (max 1000 USD)