Subject: Re: New Case BR - buyer Adriana Santos Leite
From: Saurabh Dadu <[email-masked]>
To: Sankarshan Rajan <[email-masked]>, Asfaque Livesalesman <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Thu, 1 Aug 2019 11:55:33 +0000

Dear Sankarshan,

Get Kenedy's separation process started. I would like to see his resignation today. Techinically we don't want to give him any notice, but if he wants we can give him 15 days. The mistakes he makes do not require any notice

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Sankarshan Rajan <[email-masked]<mailto:[email-masked]>>
Sent: 01 August 2019 15:30:48
To: Meghan Flanagan <[email-masked]<mailto:[email-masked]>>
Cc: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; brian sexton <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: New Case BR - buyer Adriana Santos Leite

Hi Meghan,

I have asked the Team Lead to coach agent Kannedy.Barai regarding this case as soon as he comes in to his shift. Once the agent has been coached on this we would confirm it to you on this thread.

Kind Regards,
Sankarshan Rajan
________________________________
From: "Meghan Flanagan" <[email-masked]<mailto:[email-masked]>>
To: "Sankarshan Rajan" <[email-masked]<mailto:[email-masked]>>
Cc: "Robert Cosgrove" <[email-masked]<mailto:[email-masked]>>, "brian sexton" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, August 1, 2019 2:20:26 PM
Subject: FW: New Case BR - buyer Adriana Santos Leite

Hi Sankarshan,

Can you please have a look at the thread below ? Can we also ensure Kannedy is coached on this as soon as they are in office.

I would kindly ask you do not share the email thread with the agent or the agents team lead due to internal information noted below. Can you please confirm once the agent has been coached ?

Thanks,

Meghan

From: Pamela Meade <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, August 1, 2019 9:35 AM
To: Meghan Flanagan <[email-masked]<mailto:[email-masked]>>
Subject: FW: New Case BR - buyer Adriana Santos Leite
Importance: High

Hi Meghan,

Can we please flag agent kannedy.barai – The agent advised the buyer the order was ok and confirmed they would receive tickets after we cancelled the order.

This is now going to court and our Brazilian Legal team have been unable to prevent this as the buyer was not willing to negotiate outside of court.

We may have to pay out 30K BRL – approx. 7K EUR in damages if we loose this court case.

Can you confirm please when this has been fed back to the agent?

Kindest Regards

Pam

From: Felipe Castilho
Sent: 31 July 2019 18:25
To: Prabhat Shah <[email-masked]<mailto:[email-masked]>>; Pamela Meade <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Hi Pam,

Unfortunately buyers did not accept any negotiation according to C&C and are irreducible to taking this legally.  C&C will do their best trying to prevent this high charge.

Best

Felipe

From: Felipe Castilho
Sent: terça-feira, 30 de julho de 2019 18:09
To: Prabhat Shah <[email-masked]<mailto:[email-masked]>>; Pamela Meade <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Thanks, both.

I`ve already escalated to C&C and will keep you updated.

Yes, I also agree with Prab. This agent needs the feedback as if this follows to court and we lose will definitely be a huge lost considering order total vs charge being asked.

Felipe

From: Prabhat Shah
Sent: terça-feira, 30 de julho de 2019 17:57
To: Pamela Meade <[email-masked]<mailto:[email-masked]>>; Felipe Castilho <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Yeah, don’t think we have any other option.

Please can this error be fed back to the original agent… why did they inform all was ok, if there was already communication around the fact that the order was to be cancelled?

From: Pamela Meade
Sent: 30 July 2019 18:52
To: Felipe Castilho <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Hi Felipe,

Yes, I think that would be a reasonable offer, and C&C are more likely to convince the buyer to accept this.

@Prabhat Shah<mailto:[email-masked]>, would you be happy with this also?

Kindest Regards

Pam

From: Felipe Castilho
Sent: 30 July 2019 16:43
To: Pamela Meade <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Hi Pam,

In this case is very hard to define an amount. Can I suggest we ask C&C to approach them asking to drop the case if we pay Refund + Material Damage (BRL 1885.88) ?

Best

Felipe Castilho

From: Pamela Meade
Sent: terça-feira, 30 de julho de 2019 13:55
To: Felipe Castilho <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite
Importance: High

Hi Felipe,

We believe we should make an agreement with the buyer for this one as we will most likely loose due to CS Error.

Full case summary is below and defence and analyse are attached. For now can you suggest an amount we could offer here for buyer to close the case?

************************************************************************************************************************************************************************************************************

  *   12/04/19 – Buyer was informed via email that the order was cancelled;
  *   15/04/19 – Buyer called in to confirm the cancellation – Agent informed the order was Ok and they would receive the tickets – Agent also emailed the buyer this information – Cs Error
  *   17/04/19 (Day of the event) – Buyer called in chasing his tickets, another agent informed that the order was actually cancelled on 12/04/2019
  *   18/04/2019 – Buyer was refunded.

We refunded the buyer as per our guarantee, but 02 days before the event he called us to confirm if the order was ok and we confirmed it via email and call (he attached all on the letter) therefore they waited for the tickets up to the day of the event.

Buyer is asking a huge amount for moral damage (30K BRL – apx 7K EUR) his purchase was 300.00EUR – And he is using the fact we gave him the wrong information 2 days before the event and ruined their experience.

The defence letter only has a summary of the case basically and informing the we complied with our guarantee as it is all we can use in this case.

Type: Small Claim

Reference nº: 0008998-62.2019.8.25.0084

Hearing date: N/A

Buyer: Danilo Nunes de Melo

User email: [email-masked]<mailto:[email-masked]>

Order: 21225800

Buyer Total: 385.76 EUR

Type of complaint: Seller did not fulfil – CS Error

Entitled to refund: Yes, buyer was refunded. However they are after moral damage and they are very likely to win the case.

Buyer letter:

  *   Buyer informed he was planning his trip to Portugal and planned in advance and found out that a game between Porto vs Liverpool was taking place on 17/04/2019;
  *   On 07/04/2019 he decided to buy 04 tickets to the event as he was attending it with his mother and his cousin. He also informed that he received a confirmation email from viagogo confirming the order;
  *   Buyer informed that he planned the rest of the trip according to the event;
  *   Buyer also mentioned that during the trip (on12/04/2019) he received an email from viagogo informing that the order was cancelled (buyer attached the email on the letter);
  *   When the buyer saw the email (15/04/2019) he called viagogo to gather information and was informed by the agent that the order was not cancelled, and he could disregard the cancellation email. The buyer also received an email confirming the order was not cancelled (attached on the buyer letter);
  *   Buyer mentioned that they kept the trip as normal as viagogo confirmed the order was not cancelled;
  *   Mr. Danilo mentioned when he got to his cousin's house in Proto (on the day of the event) and saw that the tickets were not delivered he called viagogo who informed him that the order was actually cancelled;
  *   Buyer mentioned that he was with 02 elderly people to attend the event and it was impracticable to buy tickets at the venue;
  *   He also informed that one day after the event 18/04/2019 he received an email from viagogo confirming the order cancellation, but it was too late;
  *   Buyer pointed that the fact he called viagogo 02 days before the event and was informed that the order was not cancelled made then even more upset and if he had been informed that the order was cancelled he would have time to find new tickets.

viagogo facts:

  *   We had a huge CS error by informing the buyer that they would receive the tickets even though we emailed them informing the order was cancelled, buyers just found out that the order was cancelled on the day of the event;
  *   viagogo has complied with its own guarantee, we refunded them as the seller did not fulfil the sale and even provided a voucher as a good will gesture. 1.3 viagogo guarantee;
  *   At the home page we inform all buyers that we are a secondary marketplace, which means we depend on the 3rd parties (sellers) to delivered the correct tickets, if they don’t we provide the buyer with our guarantee. Meaning that the buyer was aware of that upon making travel plans;
  *   Once the buyer purchase with a secondary market situation like the one he faced can happen. However, viagogo tries to avoid it, when it is not possible viagogo refund the buyer and give them a voucher, which was done and the buyer has received;

Buyer requests:

  *   Total: 31885.88 BRL

Material damage - 1885.88 BRL + Moral damage fine 30000.00BRL

From: Felipe Castilho
Sent: 29 July 2019 16:29
To: Pamela Meade <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Hi Pam,

Yes, works well.

Thanks for the reply.

Best

Felipe Castilho

From: Pamela Meade
Sent: segunda-feira, 29 de julho de 2019 16:15
To: Felipe Castilho <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Hi Felipe,

This was assigned to Lincoln who is out today. Is EOD tomorrow ok with you?

Kindest Regards

Pam

From: Felipe Castilho
Sent: 29 July 2019 16:02
To: Pamela Meade <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Subject: RE: New Case BR - buyer Adriana Santos Leite

Hi Pam,

Just a follow up as hearing is on Aug 2nd. Can you please provide full case analisys?

Many thanks in advance

Felipe Castilho

From: Felipe Castilho
Sent: quinta-feira, 25 de julho de 2019 13:11
To: Pamela Meade <[email-masked]<mailto:[email-masked]>>
Cc: Laura Begley <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>
Subject: FW: New Case BR - buyer Adriana Santos Leite

Hi Pam,

Can you please ask one of the agents to work on this case?

Best

Felipe Castilho

From: Rafaela Bastos [mailto:[email-masked]]
Sent: quarta-feira, 24 de julho de 2019 20:53
To: Felipe Castilho <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Pamela Meade <[email-masked]<mailto:[email-masked]>>; Prabhat Shah <[email-masked]<mailto:[email-masked]>>; Laura Begley <[email-masked]<mailto:[email-masked]>>; 'Rafaela Bastos' <[email-masked]<mailto:[email-masked]>>; 'Marcelo Camello' <[email-masked]<mailto:[email-masked]>>
Subject: RES: New Case BR - buyer Adriana Santos Leite

Mimecast Attachment Protection has deemed this file to be safe, but always exercise caution when opening files.

________________________________

Hi Felipe,

A full copy is attached for clarification of the case.

Best Regards,

Rafaela Bastos

De: Felipe Castilho [mailto:[email-masked]]
Enviada em: terça-feira, 23 de julho de 2019 07:47
Para: 'Marcelo Camello'; Rafaela Bastos
Cc: Pamela Meade; Prabhat Shah; Laura Begley
Assunto: New Case BR - buyer Adriana Santos Leite

Hi Rafaela,

Can you please provide us full case?

Many thanks in advance

Felipe Castilho