Subject: TID: 22952402 - Juventus vs Napoli - 31/08/2019 20:45 -Juventus Stadium, Turin, IT - Broker IT - refund for Buyer
From: Rosette Modiri <[email-masked]>
To: India Inbox <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Fri, 30 Aug 2019 10:38:40 -0700 (MST)

Hi Team, 

With reference to TID 22952402, the order was subbed from 22790970 and under this first order buyer provided the new personalisation details however when the order was subbed tickets have been personalised with the original details instead of the final details given by the buyer under 22790970. 

The seller of this order is unable to re-personalise tickets as tickets of this event cannot be re-personalised and there is a system not left by seller support who are suggesting to refund buyer and not charge the seller but they didn't take any action. 

Could you please advise the correct action to take on this case. 

Kind Regards, 
Rosette 

From: "Daniele Castiglioni" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Friday, 30 August, 2019 22:09:03 
Subject: 22952402 - Juventus vs Napoli - 31/08/2019 20:45 -Juventus Stadium, Turin, IT - Broker IT - refund for Buyer 

Hi Rosette, 

with reference to TID 22952402, Buyer is chasing correct name change tickets 

Case Substituted from TID22790970 since previous Seller did not fulfill. Buyer already requested under TID22790970 the name change, and case was escalated to SS. 

Once case was Sub to TID22952402 the new Seller uploaded etixs with the original attendee names and not with the change requested by Buyer, due to CS error. 

Case was flagged and now SS informed about the following: 

- The tickets for Juventus can not be personalized again. 
- The S should be paid and not charge. 
- Please review the case with your TL in order to decide if the B is entitled to be refunded. TL David + Elena.Lemnaru agree to refund the B but this should be reviewed with TL. 
- SS IT, in this case, can not take action 
- If you need more assistance please escalated the case to SS 

can you please check if to provide full refund to B or we can provide 50% refund if B accept since two tickets out of four are correct? 

thanks, 

Kind regards, 

Daniele