Subject: Daniele Castiglioni Audit
From: Daniele Castiglioni <[email-masked]>
To: Mansi Chhabra <[email-masked]>
Date: Wed, 11 Sep 2019 09:03:51 -0700 (MST)

Hi Mansi, 

here below I send the Audit: 

22927245 - Type:Agent used poor grammar and/or spelling 
Note:004 - The sentence "allegando il documento rispondendo direttamente a questa email" is not needed in this case as it does not make sense with the rest of the email. 
Type:Agent used poor grammar and/or spelling 
Note:004 - The first sentence "Dato che non sei stato in grado di fornire i biglietti corretti messi in vendita con la transazione n. 22927245" is not needed in this case as it does not make sense with the rest of the email. 

20827432 - T ype:Agent did not select the most appropriate blurb to answer the query which then resulted in further questions 
Note:007- the answer provided is not the best answer to the query. As stated in their note, agent already spoke to the seller. Agent should have addressed the query again. 
Type:Agent did not select the most appropriate blurb to answer the query which then resulted in further questions 
Note:007- Agent correctly investigated the case but did not sent the most appropriate answer to the customer. the deadline to receive a refund from primary, had already passed. 

20760411 - Type:Agent did not select the most appropriate blurb to answer the query which then resulted in further questions 
Note:007-agent investigated the case correctly as per note but did not send the most appropriate answer to the customer. The deadline for the primary refund had already passed. 

22937164 - Type:Case Note was incomplete or unclear 
Note:005 - Case note inaccurate. Agent wrote they sent email to buyer, but they sent to seller. 

22951192 - Type:Answering an email where a customer has sent one email with multiple questions and each question is addressed with separate emails 
Note:004 - The agent should have only sent one email to reply to the customer's query instead of two separate ones. 
Type:Agent contacted the customer but did not resolve the case when required 
Note:004 - The agent should have followed up the case to try and call the buyer again instead of wrapping up. 

22955368 - Type:Case escalated to the wrong department and therefore delaying resolution 
Note:007- the buyer provided wrong details in the first place. Request to PS to repersonalize tickets due to buyer's fault is not a valid reason to escalate to SS. Agent should have assisted buyer with the repersonalization. 

22840146 - Type:Case escalated to the wrong department and therefore delaying resolution 
Note:007-Contact seller to request him to ship tickets in this scenario, it is not a valid reason for SS escalation. Please review reasons allowed: " wiki-escalate to seller support". 

20827157 - Type:Agent contacted the customer but did not resolve the case when required 
Note:004 - The agent should have escalated the case to pay the seller the SNP instead of the FV as per cancelled event process in the WIKI. 
Type:Agent did not address all of the customer's queries 
Note:004 - The agent should have addressed the seller's query about the cancellation process for the other sales he had for this event and confirmed that if the buyers did not return the paper tickets he would get paid the SNP of the sale. 

22921981 - Type:Agent did not investigate the case correctly resulting in the wrong resolution 
Note:Agent should have checked WI 27/08/19 11:36 from relevant department states to move to substitution once MSBD passed Agent should have checked information provided by the buyer as per Wiki states - The TdT number: 12 digit number begins with 014 for Juventus 
Type:Agent did not recategorize the case to an appropriate enquiry source 
Note:Agent should have recatted to Seller- other shipping question 

22956864 - Type:Agent did not recategorize the case to an appropriate enquiry source 
Note:004 - The agent should have changed the enquiry source to "Both - Information Requested". The agent should use the enquiry source "Buyer - Internal - Other Questions" when the customer's query cannot be included in any of the other enquiry sources in the system. 
Type:Agent contacted the customer but did not resolve the case when required 
Note:004 - The agent should have informed the buyer that the seller did not mention in their listing if the section would be for the home or away fans so the buyer could receive either of them. The tickets in this case were correct. 

21968153 - Type:Agent did not call although banner was in place on the order to make a call 
Note:003 - More than 3 contacts from customer, agent should call buyer/seller. No records confirming if agent attempted to call customer in the email/CIAN notes. Please review "WIKI - Outbound Call Handling" 
Type:Agent did not call although banner was in place on the order to make a call 
Note:003 - Please, disregard this audit since the agent confirmed in the CIAN note the call was performed. 

22904121 - Type:Agent did not call although banner was in place on the order to make a call 
Note:001- The agent should have called the buyer and explained why the tickets are correct. On the email that the agent sent it says that tickets are the correct ones. The agent should have explained that the section Gradinata Non Numerata correspond to the Section: Tiered Seating. 
Type:Agent did not recategorize the case to an appropriate enquiry source 
Note:001- The agent did not recategorize the case before emailing the buyer 
Type:Case Note was incomplete or unclear 
Note:001- The agent should have explained exactly what was the buyer's query. 

22875606 - Type:Agent contacted the customer but did not resolve the case when required 
Note:005 - Agent should have follow up to check if seller uploaded tickets and then move to substitution. 

22875606 - Type:Agent did not call although banner was in place on the order to make a call 
Note:4 contacts from the buyer, agent should have called the buyer 
Type:Agent did not select the most appropriate blurb to answer the query which then resulted in further questions 
Note:The agent should have sent: When Will I receive my tickets - expected arrival date passed - eticket 

Type:Agent did not call although banner was in place on the order to make a call 
Note:3 contacts on the case regarding the same issue from the buyer, Agent should have called the buyer, 
Type:Case not escalated to the relevant department when required 
Note:Less than 2 days to the event, seller had previously uploaded incorrect tickets. Case should have been flagged with a TL to forward to Shipping queue as MSBD had passed. 
Type:Agent contacted the customer but did not resolve the case when required 
Note:Agent sent we are investigating blurb but did not escalate the case to any other team or department, agent wrapped up and case was not resolved. 
Type:Agent did not recategorize the case to an appropriate enquiry source 
Note:Agent should have recatted to Buyer - When will I receive my tickets. 

1323350 - Type:Agent did not call although banner was in place on the order to make a call 
Note:Agent should have called 3+ contacts and request from seller to call. 
Type:Agent did not investigate the case correctly resulting in the wrong resolution 
Note:Agent should investigate account and call buyer to provide swift resolution.