Subject: FW: [IMPORTANT INFO] - Ed Sheeran Tour 2019
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Michelle Gubbins <[email-masked]>, Francesca Martini <[email-masked]>, Nuno Correia <[email-masked]>
Date: Fri, 28 Sep 2018 08:26:40 +0000

IMPORTANT INFO

DATE

September 27th 2018

TOPIC

Ed Sheeran Tour 2019

DETAILS

Ed Sheeran's 2019 tour is now on sale!

We may start receiving contact from buyers by phone or email from today onwards. There are some important points to be aware about regarding his 2019 tour and contacts you may receive.

Most concerts will be WALK- INs with the exception of his festival appearance in Hungary which we will treat as normal.

We will not be cancelling orders if the buyer requests cancellation. We should respond as normal using the "You cannot cancel or change your order" blurb. If the customer comes back with the same query or they are worried about the validity of their tickets, we can use these new blurbs which are now live. (If you cannot see them, please try clearing your cache or using an incognito window).

Please note when using the email blurbs you should remove any information in them that does not relate to the customers query. As an example, if someone is asking to cancel because the price is too high, there is no need to add the part about Ed Sheeran's promoter. Whereas if they are asking about the validity of the tickets, then we would reply with the new blurbs provided.

There will also be a phone script for you to follow which you will find further below. You will also be provided with a printed version to keep at your desks.

Email Blurb to be used for UK - Walk-in ONLY:

Dear (BUYER),

It is not possible to cancel your purchase.

viagogo is a ticket marketplace, for both buyers and sellers. As a buyer, you are guaranteed to receive valid tickets in time for the event, and as a seller, you are guaranteed to receive payment for sending valid tickets to your buyer.

The tickets sold on viagogo's platform are genuine tickets that have been sold on by the original ticket purchaser in good faith. For more than a decade, we have helped millions of customers around the world go to their favourite events. Fans buy from us with absolute confidence that they can turn up to the gig and simply walk straight in.

Ed Sheeran's promoter, Stuart Galbraith of Kilimanjaro, made grandiose claims that he could cancel any tickets listed on viagogo, but recently admitted to the BBC that he cannot. In fact, he is now being sued for these and other fraudulent claims that he made during the last Ed Sheeran tour.

Your tickets are 'walk-in' tickets. This means that you will be accompanied into the venue by your seller, who is the original purchaser of the tickets. Rest assured, we will email you with further information on this nearer the event date.

In the unlikely event that you experience any issues with your tickets at the event, rest assured that you are covered by the viagogo guarantee.

We do not cancel or exchange tickets, as all orders are considered final. A refund is therefore not possible, but re-selling your ticket to another fan who wants to go to the event is. You can relist with one click, set the price you want, and you'll get paid immediately after your tickets sell. This event is in very high demand and likely to be a sell-out. If you are relisting, we advise that you list early to secure a buyer for your tickets.

Here's how it works.

1 - Click here to set the price you want to get for these tickets.
2 - Click on List Tickets and we'll market your tickets on our platform to find a new buyer.
3 - Set up a preferred Getting Paid method and get paid directly after your tickets sell.

Should you have any other questions, please do not hesitate to get in touch.

Kind regards,
(AGENT)

Email blurb to be used for Non-UK - Walk-in ONLY:

Dear (BUYER),

It is not possible to cancel your purchase.

viagogo is a ticket marketplace, for both buyers and sellers. As a buyer, you are guaranteed to receive valid tickets in time for the event, and as a seller, you are guaranteed to receive payment for sending valid tickets to your buyer.

The tickets sold on viagogo's platform are genuine tickets that have been sold on by the original ticket purchaser in good faith. For more than a decade, we have helped millions of customers around the world go to their favourite events. Fans buy from us with absolute confidence that they can turn up to the gig and simply walk straight in.

Your tickets are 'walk-in' tickets. This means that you will be accompanied into the venue by your seller, who is the original purchaser of the tickets. Rest assured, we will email you with further information on this nearer the event date.

In the unlikely event that you experience any issues with your tickets at the event, rest assured that you are covered by the viagogo guarantee.

We do not cancel or exchange tickets, as all orders are considered final. A refund is therefore not possible, but re-selling your ticket to another fan who wants to go to the event is. You can relist with one click, set the price you want, and you'll get paid immediately after your tickets sell. This event is in very high demand and likely to be a sell-out. If you are relisting, we advise that you list early to secure a buyer for your tickets.

Here's how it works.

1 - Click here to set the price you want to get for these tickets.
2 - Click on List Tickets and we'll market your tickets on our platform to find a new buyer.
3 - Set up a preferred Getting Paid method and get paid directly after your tickets sell.

Should you have any other questions, please do not hesitate to get in touch.

Kind regards,
(AGENT)

Phone scripts:

If a buyer asks to cancel:

  *   It is not possible to cancel or exchange tickets, as all orders are considered final.
  *   However, if you no longer want your tickets, we would advise you re-sell them, so another fan who wants to go to the show has the opportunity to do so.
  *   It's very easy to do - you can relist with one click, set the price you want, and you'll get paid immediately after your tickets sell.

If buyer asks about viagogo:

  *   As mentioned at the top of our website homepage, as well as on all event pages, viagogo is the world's largest secondary marketplace for tickets to live events. Prices are set by sellers, and may be below or above face value, which is the amount the event organisers print on the ticket you receive.
  *   As a buyer, you are guaranteed to receive valid tickets in time for the event, and as a seller, you are guaranteed to receive payment for sending valid tickets to your buyer.

If a buyer asks about validity:

  *   The tickets sold on viagogo's platform are genuine tickets that have been sold on by the original ticket purchaser in good faith. For more than a decade, we have helped millions of customers around the world go to their favourite events.
  *   Fans buy from us with absolute confidence that they can turn up to the gig and simply walk straight in.
  *   Please rest assured that irrespective of any comments in the media, your tickets are valid, and you are covered by our guarantee.

(UK BUYERS) If a buyer asks about Kilimanjaro/Stuart Galbraith:

  *   Ed Sheeran's promoter, Stuart Galbraith of Kilimanjaro, made grandiose claims that he could cancel any tickets listed on viagogo, but recently admitted to the BBC that he cannot. In fact, he is now being sued for these and other fraudulent claims he made during the last Ed Sheeran tour.

If you have any questions please speak with your TL.

KB LINK