Subject: Re: TID 17399060; Broker DE; Event name: France vs Belgium - Semi-Final 1 - Football World Cup 2018; Event time: 20 hours ago
From: Ashwinee Latchayya <[email-masked]>
To: "Caique Gusmao A. Canario" <[email-masked]>
Date: Tue, 17 Jul 2018 12:34:25 +0530 (IST)

Hi Caique, 

Escalate for a refund. 

Thank you, 
Ash 

From: "Ashwinee Latchayya" <[email-masked]> 
To: "Caique Gusmao A. Canario" <[email-masked]> 
Sent: Monday, 16 July, 2018 13:48:18 
Subject: Re: TID 17399060; Broker DE; Event name: France vs Belgium - Semi-Final 1 - Football World Cup 2018; Event time: 20 hours ago 

Flagged 

From: "Ashwinee Latchayya" <[email-masked]> 
To: "Caique Gusmao A. Canario" <[email-masked]> 
Sent: Sunday, 15 July, 2018 15:37:57 
Subject: Re: TID 17399060; Broker DE; Event name: France vs Belgium - Semi-Final 1 - Football World Cup 2018; Event time: 20 hours ago 

Hi Caique, 

If the order has already been replaced, we cannot undo this. 

From: "Caique Gusmao A. Canario" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Wednesday, 11 July, 2018 19:50:59 
Subject: TID 17399060; Broker DE; Event name: France vs Belgium - Semi-Final 1 - Football World Cup 2018; Event time: 20 hours ago 

HI, 

Ash, as we discussed, I have a case that the buyer is asking for refund due the tix have not been delivered. 

The TID 17399060 was placed on 09/07/2018 at 15:20 and the event was in the next day on 10/07/2018 at 21:00, so the Broker just could ship the tix from a city to the same city. So we requested many times the address of the buyer in St. Petersburg but the buyer did not provided saying that since long time (the first TID, the replaced one) he informed the address in Moscow. In the end the seller did not ship the tix as there was no delivery address and the buyer did not received it, so as per rule the buyer should be refunded. 

However when you look deeply on the case you can see that we did a mystake when we replace the order ID 17209347, this order suppose to never be replaced for this reason. The seller shipped correctly to the delivery address registered on the system as he shipped before the departure date. 

On TID 17209347 (the replaced one): 

Departure Date: 01/07/2018 
Seller Created the Shipping Label on: 26/06/2018 08:16 (to Brazil) 
Shipped : 28/06/2018 16:49 (to Brazil) 

The last agent replaced the order due the address inbeginning Russia be settled as Delivery Address on the system on 21/06/2018 at 1:02am, but actually the buyer by his own behalf change the delivery address to Brazil few minutes later on 21/06/2018 at 1:30am (as you can see on the Investigation Prod). So the Delivery adress was settled to Brazil and the Travel address to Russia from the departure date 01/07/2018. 

So I think that order should never been replaced as the fault was in buyer side, in view of this don't think we should refund the buyer, actually by mistake we gave a second chance for the buyer when we replaced the order, but he suppose to ending in not receive the tix since the beginning as per his fault. 
Wait your advise. 

Thank you, 
Caique