Subject: Re: TID: 16122185 Event The League of Gentlemen Live Again TTE 79 day(s), 7 hours away
From: Ashwinee Latchayya <[email-masked]>
To: Vipin Rawat <[email-masked]>
Date: Wed, 6 Jun 2018 09:36:29 +0530 (IST)

Hi vipin, 

Reply using this: 

As we're a ticket marketplace for people to buy and sell tickets, the person selling the tickets sets the price when they list them. Buyers are guaranteed to receive valid tickets in time for the event and sellers are guaranteed to get paid for the tickets they sell. Consequently, we are unable to offer you a refund or exchange for your tickets. This situation is provided for by our general conditions of sale, in accordance with the laws and regulations of the countries where viagogo is active. 

The full breakdown of the charges are displayed on the 'Review Purchase' page just before you click on 'Buy Tickets' but if you need to see this information you can see it by going to your Purchases, and clicking on 'View Details' under the total price paid. 

Viagogo charges a service fee on top of the ticket price. This fee is displayed in the check-out process and covers the cost of maintaining the viagogo platform, guaranteeing tickets and providing customer service. 

As stated earlier, we are unfortunately unable to offer you a refund for your tickets. The best solution I can offer you is to re-list them by clicking here [ http://www.viagogo.co.uk/Secure/Pipeline/Sell/InitialiseClickOnceRelist?TranId=16122185 | http://www.viagogo.co.uk/Secure/Pipeline/Sell/InitialiseClickOnceRelist?TranId=16122185 ] . 

From: "Vipin Rawat" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Tuesday, 5 June, 2018 16:56:04 
Subject: TID: 16122185 Event The League of Gentlemen Live Again TTE 79 day(s), 7 hours away 

Hi Ash, 

The customer has been demanding the refund from the very first email and has also contactedher bank and MP for the same. 

Now she is stating to refer the matter to the Financial Services Ombudsman. 

Please suggest if I should escalate or reply normally 

THanks, 

Vipin Rawat