Subject: [PROCESS UPDATE] - Escalating to shipping investigation
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Francesca Martini <[email-masked]>, Kyle ODonnell <[email-masked]>, Stefan Asiminei <[email-masked]>, Anna Jeanne <[email-masked]>, Urvika Chaudhary <[email-masked]>, viraat <[email-masked]>
Date: Tue, 19 Jun 2018 11:45:35 +0000

PROCESS UPDATE

DATE

19/06/2018

TOPIC

Escalating to shipping investigation

DETAILS

We should no longer escalate a case to shipping investigation if the event is in less than 48 hours. At that time there is nothing shipping investigation can do.

You will just need to:

1.      Raise a tracer
2.      Move the order to Pending Replacement
3.      Inform the buyer that we are investigating

If tickets have returned to one of our mailboxes you do not need to escalate this to shipping investigation, if there is enough time we will re-send the tickets to the buyer. Tickets that return to any of our Mailboxes should not be escalated to shipping investigation as they know where those tickets are and no further investigation can be done we must wait for the tickets to return to Limerick. If buyer caused the initial issue and we must wait for the tickets to return, buyer would not be compensated for missing delivery.

When the package has attempted a delivery to a buyers address and then is delivered to an address in London and signed for by Hardy or Elliot this means the tickets have returned to our London Mailbox and will be returning to our Limerick office. Shipping investigation have no visibility over items that have been delivered to the mailbox and order should not be escalated when the tickets are returning to Limerick.

You must always read the case history and especially any notes from shipping investigation team.

If there is a note to say that tickets have returned to the Limerick office, this must be escalated to the returns team. Not the shipping investigation team.

If the event is over, do not escalate to shipping investigation.

Please also make sure you are filling in the escalation template correctly, with all relevant details and decent explanations.