Subject: Re: CMA Order - Event Restriction - TID 21549467
From: Seeta Seeta <[email-masked]>
To: viraat <[email-masked]>
Cc: Brian Sexton <[email-masked]>, Laura Begley <[email-masked]>, Pamela Meade <[email-masked]>
Date: Sun, 19 May 2019 18:22:39 -0700 (MST)

Hi Brian, 

I have reviewed the case with agent and shared my feedback to him that its very important to read all the case history and work items before working on the case. Agent understood the importance of reading case history and work items.Agent also assure that he is not going to repeat this again. 

Regards, 
Seeta 

From: "viraat" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]> 
Cc: "Brian Sexton" <[email-masked]>, "Laura Begley" <[email-masked]>, "Pamela Meade" <[email-masked]> 
Sent: Friday, May 17, 2019 7:54:02 PM 
Subject: FW: CMA Order - Event Restriction - TID 21549467 

Hi Seeta, 

As Himanshu Manral (EN) is assigned to you , Kindly address this with him and share your feedback with this thread. 

Please make sure he understands what he did wrong and this mistake is not repeated any more. 

Kind regards, 
Viraat 

From: Brian Sexton <[email-masked]> 
Sent: 17 May 2019 14:21 
To: [email-masked]; Virat Joshi 
Cc: Laura Begley; Pamela Meade 
Subject: FW: CMA Order - Event Restriction - TID 21549467 

Hi, 

Can this please be reviewed with Himanshu, ignoring case notes like this is really unacceptable. It’s so easy to read the note, and this is a sensitive order. 

Kind regards, 

Brian 

From: Laura Begley 
Sent: Friday 17 May 2019 09:26 
To: Brian Sexton <[email-masked]> 
Cc: Pamela Meade <[email-masked]> 
Subject: RE: CMA Order - Event Restriction - TID 21549467 

Hi [ mailto:[email-masked] | 
@Brian Sexton ] , 

    * Can you please flag this to agents TL : 

        * Agent: himanshu.manral 

    * Pamela along with Spec ops are responsible for putting Restrictions on events as per CMA court ruling. 
    * Spec ops had a WI on the case outlining the following : 

        * Restriction has been added to this event – if buyer contacts DO NOT action or respond to buyer - please escalate to the CMA queue 
    * The agent made an outbound call to the buyer when the WI clearly stated DO NOT action. 
    * Agents are clearly not reading the WI’s and this is very serious as all agents should be reading the notes from Spec Ops and CMA and ECC. 
    * Can the agent be coached in this area again please and advised when they see a WI from Spec ops to action as they explain. 

Kind Regards, 

Laura 

From: Pamela Meade 
Sent: Friday 17 May 2019 09:11 
To: Laura Begley < [ mailto:[email-masked] | [email-masked] ] > 
Cc: CMA Compliance Team < [ mailto:[email-masked] | [email-masked] ] > 
Subject: CMA Order - Event Restriction - TID 21549467 
Importance: High 

Hi Laura, 

We added some restrictions yesterday to events where the orders were CMA applicable, meaning if buyer contacted us about the restriction we are to refund them. 

We left a very clear Work Item “ Restriction has been added to this event – if buyer contacts DO NOT action or respond to buyer - please escalate to the CMA queue ” – as this needs to be handled by the CMA team only. 

Agent on the case instead of escalating to the CMA queue, made an outbound call to the buyer advising them the tickets would be valid – This is quite serious as it could affect our agreement/settlement with the CMA if the order is audited. 

Can you please flag this agent and also assign a CMA agent to reach out to the buyer and offer a refund? 

Kindest Regards 

Pam