Subject: Re: 16561280 ; Broker: UK ; Event name: Romeo & Giulietta; Event over: 9 day(s), 18 hours ago
From: Stephen Blake <[email-masked]>
To: Ashwinee Latchayya <[email-masked]>
Cc: Valentina Bonente <[email-masked]>
Date: Tue, 19 Jun 2018 14:00:06 +0000

Hi

When EDM make changes to events (mark them as cancelled, postponed, venue, time or date change) the system keeps a log of this and every morning at 9am, creates an excel file that is sent to the cancelled events team with all of the changes from the previous day. The cancelled events team then investigate this and notify buyers accordingly. There is no need for us to take anymore action here as the cancelled events team will take over, as the event will be in their report tomorrow. CF agents should never advise buyers of cancellation or postponement of an event, event if it is marked as such on our system, before the cancelled events team have communicated with the buyers.

Sellers payment will be reversed once buyers return their tickets and they are received in our office. Buyers will then be refunded.

If you have any more questions do feel free to ask.

Thank you
Stephen Blake
Outsourcing- India

________________________________
From: Ashwinee Latchayya <[email-masked]>
Sent: Tuesday 19 June 2018 14:51:37
To: Stephen Blake
Cc: Valentina Bonente
Subject: TID: 16561280 ; Broker: UK ; Event name: Romeo & Giulietta; Event over: 9 day(s), 18 hours ago

Hi Stephen,

Thank you for flagging the case.

Just another question, in a normally case ; we would ask the buyer to send the ticket back to us and once the tracking number is received, we would escalate for a refund unless it's done automatically.

In this case, the event is now over and buyer has obviously not used the ticket and TS is complete (seller has been paid).

Can you advise whether we should still ask for the ticket to be sent back and can escalate for a refund or can we simply escalate for a refund?

Thank you,
Ashwinee

________________________________
From: "Chiara Piscedda" <[email-masked]>
To: "Stephen Blake" <[email-masked]>, "On-call Data Management" <[email-masked]>
Cc: "Ashwinee Latchayya" <[email-masked]>
Sent: Tuesday, 19 June, 2018 18:50:28
Subject: RE: ; 16561280 ; Broker: UK ; Event name: Romeo & Giulietta; Event over: 9 day(s), 9 hours ago

Hi Stephen,

The event has been cancelled from our side.

Thanks,

Chiara

From: Stephen Blake
Sent: 19 June 2018 09:05
To: On-call Data Management <[email-masked]>
Cc: Ashwinee Latchayya <[email-masked]>
Subject: FW: ; 16561280 ; Broker: UK ; Event name: Romeo & Giulietta; Event over: 9 day(s), 9 hours ago

Hi EDM

This event seems to be cancelled.

EID_2520088 Romeo & Giulietta

Link: http://www.ticketone.it/tickets.html?affiliate=IGA&doc=artistPages%2Ftickets&fun=artist&action=tickets&erid=2029333&includeOnlybookable=false&xtmc=Romeo_Giulietta&xtnp=1&xtcr=1<https://protect-eu.mimecast.com/s/t-kOCxnNpI1RjoZI8Tufp>

Thank you

Stephen Blake

Outsourcing- India

________________________________

From: Ashwinee Latchayya <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 19, 2018 5:24:22 AM
To: Stephen Blake
Cc: Valentina Bonente
Subject: TID: ; 16561280 ; Broker: UK ; Event name: Romeo & Giulietta; Event over: 9 day(s), 9 hours ago

Hi Stephen,

Buyer emailed claiming event has been cancelled and chasing refund.

There's no such information from our side ; however, agent has checked online and has come to the conclusion that the event has indeed been cancelled.

Can you check the same and advise further ?

Thank you,

Ashwinee