Subject: Re: Urgent - Celine Dion Tokyo 26/06
From: tasuku yamamoto <[email-masked]>
To: Mansi Chhabra <[email-masked]>
Cc: Kritika Mirchandani <[email-masked]>, Subhojit Hati <[email-masked]>, Ashwinee Latchayya <[email-masked]>, viraat <[email-masked]>
Date: Sat, 23 Jun 2018 14:34:42 +0530 (IST)

Hi Mansi 

I have done some TID on this so please do the rest. 

Regards 

Tasuku 

From: "Brian Sexton" <[email-masked]> 
To: "Mansi Chhabra" <[email-masked]>, "tasuku yamamoto" <[email-masked]> 
Cc: "Kritika Mirchandani" <[email-masked]>, "Subhojit Hati" <[email-masked]>, "Ashwinee Latchayya" <[email-masked]>, "viraat" <[email-masked]> 
Sent: Friday, June 22, 2018 10:13:22 PM 
Subject: FW: Urgent - Celine Dion Tokyo 26/06 

Hi everyone, 

Mansi and Tasuku, we had to cancel 107 transactions for this event. Please follow the instructions on how to deal with the buyers. Please read this thread, @TLs – please review all of this also with Tasuku and Mansi so they are totally clear on what needs to be done with these cases. 

Let me know if there are any questions. 

Kind regards, 

Brian 

From: Maiwenn Gouthe 
Sent: Friday 22 June 2018 17:16 
To: Brian Sexton <[email-masked]> 
Subject: FW: Urgent - Celine Dion Tokyo 26/06 

Here is the trail for appoved blurbs and process sorry 

Can you confirm once agents are updated ? 

Thanks 

Maiwenn 

From: Francesco Restelli 
Sent: Friday, June 22, 2018 4:05:38 PM 
To: Manuela Suhner; Georges Kai; Jessie Tang; Maiwenn Gouthe 
Cc: Matthias Botella 
Subject: RE: Urgent - Celine Dion Tokyo 26/06 

Hi Manuela 

Agents should go through all emails and calls for the Celine Dion 26/06/18 event. 

For any orders to which we are sending a cancellation email (see list of TID we are sending cancellation email in the first file attached): 

If the buyer is not too upset, for example just asking for a refund etc, please escalate to refund 

If the buyer is upset about the cancellation and seems to really wants tickets and not accept a refund, please enter the TID in the second file attached (edge cases) and fill relevant information in all columns 

Column B: 

Edge case 1: means the buyer is extremely upset and threatening damage like contacting media, reporting on social media, contacting lawyer, consumers associations, or wants to speak to a manager and so on 

Edge case 2: the buyer is upset but not threatening to escalate and do further damage 

Column C: Ideally we need to find out if the buyer is happy to collect tickets in Tokyo (probably from mailbox/post office) not too far from the venue, on day of event 

What to tell upset buyers (edge cases 1 or 2), by phone or by new blurb as below (please both Manuela and Georges review and confirm the blurbs, the agent would have to translated into JP) 

I’m not sure if asking too much but would keep the part in red below only if we have several edge cases, if only a handful we can probably resolve and no need to lower expectations. 

BLURB 1 (REPLY TO EDGE CASES, BY EMAIL OR SCRIPT FOR PHONE CALL) 

viagogo is a platform that relies on individual sellers to provide the tickets that they are selling. We make every effort to ensure that buyers receive their tickets in time for the event. However, in exceptional circumstances the seller may be unable to provide the tickets sold. 

We are very sorry that your seller has not been able to provide the tickets. 

As per our guarantee we will keep looking for suitable replacement ticket(s), and will notify you as soon as we should find any. We will do our very best however please be aware that it is difficult to find replacement tickets at this stage. 

In case we cannot find replacement tickets in time you will still get a full refund as advised. 

We sincerely apologise for the inconvenience caused. 

Blurb 2: IF WE FIND REPLACEMENT TICKETS ON MONDAY THAT CAN BE SENT: 

We are pleased to let you know that we found replacement tickets at no extra cost for you that will be delivered to you in time for the event. 

Blurb 2: IF WE FIND REPLACEMENT TICKETS ON MONDAY THAT NEED TO BE COLLECTED: 

We are pleased to let you know that we found replacement tickets at no extra cost for you. 

The tickets will be available for collection at the following address and time: 

Thank you 

Francesco 

From: Manuela Suhner 
Sent: 22 June 2018 14:35 
To: Francesco Restelli < [ mailto:[email-masked] | [email-masked] ] >; Georges Kai < [ mailto:[email-masked] | [email-masked] ] >; Jessie Tang < [ mailto:[email-masked] | [email-masked] ] >; Maiwenn Gouthe < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Matthias Botella < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Urgent - Celine Dion Tokyo 26/06 

+ Jessie/Maiwenn 

Hi Francesco 

We have one JP speaker scheduled to work tomorrow in Taiwan. Maiwenn just confirmed we have two extra JP agents in India for tomorrow and Sunday. 

@Jessie, who is in charge of the team tomorrow? Can you make sure they are up to date? 

@Maiwenn, can you update team India on the below. Please let the agents know their flexibility is much appreciated. 

Manuela 

From: Francesco Restelli 
Sent: Friday 22 June 2018 13:10 
To: Manuela Suhner < [ mailto:[email-masked] | [email-masked] ] >; Georges Kai < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Matthias Botella < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Urgent - Celine Dion Tokyo 26/06 

Hi 

We have a large issue in Japan for Celine Dion on Tuesday 26 June. 

107 orders cannot be fulfilled due to one broker not getting the tickets from the supplier due to an earthquake this week. 

Unfortunately barely any subs available and also issue of getting tickets in time to buyers. 

Georges approves to send a mass cancellation email today rather than on Monday the day before the event as no hope to cover most of the orders by then anyway. 

However need to know if we have coverage on the weekend for any edge case buyers and if we can send the team instructions, which should be: 

Any buyers really upset: apologise a lot and say we can still try our very best to find tickets if they accept to wait for update until Monday and for tickets until day of event and accept to collect the tickets in Tokyo (probably from post office/mailbox pick up, not from sellers) but warn buyer it’s very difficult to find tickets and we cannot promise anything. 

Save TID in a file and what the buyer says and send to Matthias who can try to source tickets with the local team and arrange for some subs if possible on Monday, if not refund and send voucher. 

Highlight buyers in 2 different colours to distinguish between the most upset/greatest damage vs less upset. 

Thanks 

Francesco 

From: Francesco Restelli 
Sent: 22 June 2018 12:50 
To: Georges Kai < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Matthias Botella < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Urgent - Celine Dion Tokyo 26/06 

Hi Georges 

This is the email we would sent to buyers, translated into JP as well today 

Please let me know if OK to offer voucher (sentence in red) and the amount we should send (100 transactions, should we send 100 USD voucher per order, to be charged to seller?) 

Dear (buyer name) 

<br/><br/> 

We are contacting you regarding your tickets for #{#EventName#}# (Order #{#TransactionID#}# ). 
<br/><br/> 
viagogo is a marketplace that relies on individual sellers to provide the tickets that they are selling. We make every effort to ensure that buyers receive their tickets in time for the event. However, in exceptional circumstances the seller may be unable to provide the tickets sold. 
<br/><br/> 
In this case, we contacted your seller, and were informed that they are not able to provide your tickets as originally ordered. We attempted to find replacement tickets which were comparable in category and price range to what was originally ordered, but unfortunately, we were unable to locate any. Therefore we will refund you the full purchase amount of #{#TotalCharge#}# . 
<br/><br/> 

We will also send you a voucher as compensation for the inconvenience. 

<br/><br/> 
Once the refund has been initiated, it will be paid to the payment method with which you originally paid for the purchase, and you will also receive an email confirming this. Please note that depending on your bank, this may take up to 7 business days to reach your account from the time that the payment is initiated. 
<br/><br/> 
We appreciate your cooperation and understanding in this matter and apologise for any inconvenience caused. 
<br/><br/> 
Kind regards, <br/> 
viagogo Team