UNTs
This is the first thing you should do if a fan replies "yes" to a text we sent them with replacement options for a UNT scenario.
What is: leave a note in Insights confirming that they accept
This is the internal account we'd have a fan return tickets to (when needed), for a TM Mobile purchase.
What is: Jason Davis
This is what is needed in order for us to proceed with checking for return policy eligibility for a fan.
What is: the fan has to mention the 24 hour return policy by name.
This is a QA requirement, concerning event/order details.
What is: confirming the event/order details.
This is what to do if we've already done one retransfer for a fan and they still cannot find the transfer email, and we need to do another retransfer.
What is: request an alternative email for the second retransfer.
This is what we offer if there are no swap options for a UNT scenario.
What is: either 100% refund, or 110% GTC (or 100% refund + 10% GTC)
This is when you'd use the Peggy Williams internal account.
What is: when advised to, as backup.
This is what we see on the purchase Admin page that would tell us a fan's order is definitely not eligible for a return for GTC.
What is: the NONREFUNDABLE tag/flag.
This is what you need to confirm with a fan at the VERY beginning of a call.
What is: their first and last name.
This is what you can offer to a fan who purchased two days before their event and is upset that they didn't get their tickets until 1.5 hours before the event.
What is: either $25 GTC or $15 GTC, depending on purchase amount.
This is what a fan can choose if we present replacements and they do not want them.
What is: refund or credit.
This is what we use internal accounts for.
What is: for fans to return tickets to us when needed (returns, mapping issues, etc.)
Aside from purchase time and event time, this is what we need to check to verify if a fan is eligible for our return policy (if they have mentioned it by name).
QA will mark you down if you do not do this prior to posting in ts_escalations, escalating to Ticket Ops, or posting in fh-realtime.
What is: leaving notes in Insights.
This is what to do if another agent snoozes a contact, the snooze lapses, and the contact is assigned to you when follow-up is needed.
What is: you handle it/take ownership.
This is the order status of UNT orders.
What is: purchase_needed
This is the best shortcut to use when a fan is sketched out by our request to send their tickets back to us via an internal account (like Jason Davis, Brett Rivera, or Peggy Williams).
What is: #Chat:InternalAccountConcern
This is what we advise fans who simply request to return their tickets (with no mention of the 24 hour return policy, specifically).
What is: resale.
This is how long you have to mark a contact as done/complete after the conversation has ended.
What is: five minutes.
This is how many minutes an order needs to be in "delayed_order" before we can escalate to Ticket Ops for intervention.
What is: 15 minutes or more
This is the maximum dollar amount the extra 10% in GTC can be, for UNT scenarios.
What is: $100.
This is the internal account we'd have a fan return tickets to (when needed), for a SeatGeek purchase.
What is: Brett Rivera
This is one exception we have for returns.
What is: rescheduled event travel policy.
This is where you will see your QA scores.
What is: Maestro QA
This is how you would escalate a contact over to a specific team (supervisor, resolutions team, trust & safety) in Kustomer.
What is: use the internal note shortcuts - #escalation: