Subject: FW: [REMINDER] - Escalating to Returns or Shipping investigation
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Viraat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>, Maiwenn Gouthe <[email-masked]>, Anna Jeanne <[email-masked]>, Kyle ODonnell <[email-masked]>
Date: Mon, 18 Jun 2018 11:18:25 +0000

REMINDER

DATE

16/06/2018

TOPIC

Escalating to Returns or Shipping investigation

DETAILS

When you are escalating any cases to either shipping investigation or returns you must include the following information in the case note:

Full Name (Receiver)

Phone Number

Correct Address

If the address is not a personal address, please ensure the name provided is that of the person receiving the tickets (e.g. if a hotel, it should be the name of the person that the booking was made under)

Buyers have up to 3 months to report an issue (from the day we sent the "tickets are dispatched" email) - if reported after this time we cannot investigate and the issue should not be escalated to

Be aware of the number of days until the event, and if the tickets will arrive in time for the event

Always read the case history - this can help determine if

A deadline (Must Ship By Date) was extended for the seller

When the seller confirmed the order

If the seller is shipping with a different courier / postal service

The reason as to why the shipment failed

If the buyer or seller was asked for a different address

Always check the audit trail

This will show if a label needed to be / was reprinted

If there is a second tracking number

Check the tracking information (if any) on both the courier website and aftership.com

Some workflows will include raising a tracer

This can only be done for UPS

Follow the workflow and disregard this step if the courier IS NOT UPS

Never provide the UPS preferred telephone number to customers

Shipped to/within Italy and signed for by GIANELA

[http://wiki.viagogo.corp/download/attachments/19537555/image2017-1-13%209%3A38%3A55.png?version=1&modificationDate=1484300335590&api=v2]

This means the tickets have been delivered to our mailbox in Italy, and we will have to arranged to have them resent if there is enough time before the event.

Please confirm the buyers address and email all details to [email-masked]<mailto:[email-masked]> directly.

If a Work Item indicates that tickets have been received by VGG:

*         Confirm the new delivery address with the buyer

*         Explain that we will do our best to resend the tickets back on time for the event and that they will receive a new tracking number as soon as tickets have been resent.

*         Do not reset the shipment, Escalate the new address to Returns using the template below and adding any further relevant information:

C: Buyer contacted us advising tickets have been returned to us

I: Work Item indicates tickets have been received

A: Confirmed the below information with the buyer:

*         Receiver Name:

*         Complete/Correct address:

*         Phone Number:

N: Escalated to Returns

If the address is not a personal address, please ensure the name provided is that of the person receiving the tickets (eg. if a hotel, it should be the name of the person that the booking was made under)

If no Work Item indicates that tickets have been returned by VGG:

*         Check the tracking details to ensure tickets are being returned to us. If they are not, follow the Shipping/Delivery Issues<http://wiki.viagogo.corp/pages/viewpage.action?pageId=19537593> guidelines

*         If they are being returned to us: tickets are often sent back to a mailbox before reaching our offices, so even if the tracking number indicates that tickets are delivered, they may still be on their way to us. Therefore, to manage the customer's expectations, advise the buyer that tickets have not been received and that they are still on their way to us

*         Request a new delivery address from the buyer but do not confirm that the tickets will be resent on time for the event. Once they're received, we will do our best to send them back on time to the buyers.

*         Do not reset the shipment, once the address is confirmed, escalate it to Shipping Investigation using the below tempalte and adding any further relevant information:

*         C: Buyer contacted us advising tickets have been returned to us

I: No Work Item indicates tickets that tickets have been received - Check the tracking details and tickets are on their way to us

A: Confirmed the delivery address with buyer: add address

N: Escalated to Shipping Investigation

IMPORTANT

The addresses for our return locations should not be given to buyers. Buyers cannot pick up tickets from these locations.