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a customer calls wanting to cancel an order and a return or an exchange…
a customer calls wanting to cancel an order and a return or an exchange may be an option
marketplace or seller direct order
post in #buyback-resale and treat as a normal buyback
tickets are from their season tickets package
direct them to their team rep.
this is a single game open order
tell the customer you're contacting a specialist to see what options SG has for them, post in #cx-buyback-resale with a SGE-CX tag, and include the description of the issue, CRM, and Rufus link
Exchanges
SKC
no approval needed for different or same date for an equal or higher
no exchanges for tickets to event dates that have already passed
LAFC
no exchanges permitted
encourage to list tickets or, if needed, return tickets (get approval from the team if it's user error)
LouCity
no approval needed
you can exchange tickets for same or different date and all tickets must be equal or higher value
Sounders
approval needed for same or different date at a equal or higher value
no approval needed for exchanges on rescheduled events or user checkout confusion (thought they bought one date, but accidentally bought another) - anything else should be approved by the team
3rd Party Event
no approval needed
you can only exchange for same date at a equal or higher value
Saints
no approval needed
can exchange for same or different dates at equal or higher value
Cowboys
no approval needed
you can only exchange for same date at a equal or higher value
Pelicans
approval dependent on situation
can exchange same or different dates at a equal or higher value, if lesser value, we need teams approval
if it’s within 72 hours of a game, we would need to approve all exchanges
Returns
3rd Party Event
Returns that ARE SG's Error (SG bug, checkout error, technical issue requiring dev work)
once approved, offer a buyback, customer agrees to terms, we return in SRO using "SeatGeek Refund" payment method, and then refund in rufus
Returns that are NOT SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
message Lydia and explain the situation (include number of affected customers and possible transaction value) before reaching out to Cowboys... once approved, offer a buyback, customer agrees to terms, we return in SRO using "SeatGeek Refund" payment method, and then refund in rufus
Cowboys
Returns that are not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency, etc...)
once approved, offer a buyback, customer agrees to terms, we return in SRO using "SeatGeek Refund" payment method, and then refund in rufus
Returns that were purchased on SG, but being requested via the Cowboys Box Office
the Cowboys box office staff will email
"dallascowboys@seatgeek.com
" with customer information and a request a refund. Support will process the refund in Rufus, and reply to confirm when refunded and returned
Returns that are SG's Error (SG bug, checkout error, technical issue requiring dev work, etc...)
once approved, offer a buyback, customer agrees to terms, we return in SRO using "SeatGeek Refund" payment method, and then refund in rufus
Returns that are Season tickets
SeatGeek does not have access to return Season Tickets, please refer to the team at 817-892-4400
Saints
Not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
we get approval from Saints to return, offer a buyback, customer agrees to terms, we return in SRO, refund in rufus, and document in the SGE buyback tracker
SG's Fault (SG bug, checkout error, technical issue requiring dev work, etc...)
offer a buyback, customer agrees to terms, sends tickets to
seatgeek@seatgeek
, we list on SeatGeek marketplace, refund in rufus, and document in the SGE buyback tracker
Pelicans
SG's Fault (SG bug, checkout error, technical issue requiring dev work, etc...)
offer a buyback, customer agrees to terms, sends tickets to
seatgeek@seatgeek
, we list on SeatGeek marketplace, refund in rufus, and document in the SGE buyback tracker
Not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
we get approval from Pelicans to return, offer a buyback, customer agrees to terms, we return in SRO, refund in rufus, and document in the SGE buyback tracker
LAFC
SG's Fault (SG bug, checkout error, technical issue requiring dev work, etc...)
offer a buyback, customer agrees to terms, sends tickets to
seatgeek@seatgeek
, we list on SeatGeek marketplace, refund in rufus, and document in the SGE buyback tracker
Not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
we get approval from LAFC to return, offer a buyback, customer agrees to terms, we return in SRO, refund in rufus, and document in the SGE buyback tracker
SKC
SG's Fault (SG bug, checkout error, technical issue requiring dev work, etc...)
offer a buyback, customer agrees to terms, sends tickets to
seatgeek@seatgeek
, we list on SeatGeek marketplace, refund in rufus, and document in the SGE buyback tracker
Not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
offer a buyback, customer agrees to terms, we return in SRO, refund in rufus, and document in the SGE buyback tracker
Sounders
Not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
offer a buyback, customer agrees to terms, we return in SRO, refund in rufus, and document in the SGE buyback tracker
SG's Fault (SG bug, checkout error, technical issue requiring dev work, etc...)
offer a buyback, customer agrees to terms, sends tickets to
seatgeek@seatgeek
, we list on SeatGeek marketplace, refund in rufus, and document in the SGE buyback tracker
LouCity
SG's Fault (SG bug, checkout error, technical issue requiring dev work, etc...)
offer a buyback, customer agrees to terms, sends tickets to
seatgeek@seatgeek
, we list on SeatGeek marketplace, refund in rufus, and document in the SGE buyback tracker
Not SG's Fault (user error, courtesy buyback, military service, death in the family, family emergency)
offer a buyback, customer agrees to terms, we return in SRO, refund in rufus, and document in the SGE buyback tracker
NOTE: Non SGE-CXers don't handle aything past the red. Blue and Yellow is for SGE Event Experts
SGE RETURNS AND EXCHANGES WORKFLOW