Introduction to OF
Crafty Box each month
What is an OF Perk?
Orders that have gone past the estimated in-hand
What is Overdue Shipment or OS?
"Discuss with the customer replacement options or cancellation on this rejected order."
What is PREREPLACE?
Agent: "Jeremy?"
Customer: "Yes."
Agent: "If you don't mind, can you verify two of these four pieces of information?"
What are billing zip code, email, last four of card used and billing phone number?
"I received a text saying to call and verify my email and billing address."
Who is Verification?
All instances are reviewed on a 12-week (quarterly) basis.
What is OF Attendance?
Contains orders that ARE confirmed, but have NOT been filled
Due to policy OR for their being proof of transfer for a ticket transfer.
What is Buyers Remorse?
Agent: "The seller was unable to fill this order and could not confirm, so we are reaching out to go over replacement options with you."
What is a Broker Reject?
"I don't want to keep these tickets, I want to cancel!"
Who is Customer Service?
Three (3) nonconsecutive call offs in a quarter will result in probation.
What is OF Attendance?
Order Status: Airbill Generated
What is Shipment Not Sent or SNS?
An issue with the order after the event
What is a Post Event Issue or PEI?
Agent: "We can offer you $100 towards your next event purchase."
What is Store Credit?
"My mom told me she wanted to go after I purchased our tickets, can I add another one?"
Who is Sales?
15 day soft cap and Floating Holiday
What are OF Perks?
Orders that were originally going to be delivered digitally or in person
What is Shipping Address Pending or SAP?
Orders having to be replaced after they were accepted
What is Post Replace?
Customer ordered ORCH C ROW 14 and received ORCH C ROW 10.
What is an Auto Replacement?
"I received an email from you guys about my tickets?"
Who is Order Fulfillment?
A cornerstone to Vivid Seats operations and the company overall. It is a platform for learning the ins and outs of the entire ticketing industry
Who is Order Fulfillment?
Placed more than 24 hours and are still NOT confirmed
What are Overdue Broker Orders?
Seller: "We sent out the tickets and they should be arriving tomorrow. Unfortunately, the tickets we sent them are for the show the day before theirs. We can send them E-tickets for the correct time."
What is OTHER?
Customer: "Your website says comparable or better. The tickets you are offering are not comparable! I am calling my lawyer and reporting you for fraud!!!"
What is a James Escalation Email?
"Hi, this is Sarah in customer service. I have Gerald on the line. He is having trouble uploading his E-Tickets."
Who is Fan Seller Services?