Subject: FW: [PROCESS UPDATE] - Escalating to shipping investigation
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Stefan Asiminei <[email-masked]>, Kyle ODonnell <[email-masked]>, Sinead Bartley <[email-masked]>, Stephen Blake <[email-masked]>
Date: Wed, 12 Sep 2018 11:51:22 +0000

REMINDER

DATE

12/09/2018

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.  Move the order to Pending Replacement
  2.  Inform the buyer that we are investigating

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.