MANAGING LOCAL VIP OFFERS AND PACKAGES:PROCESSES, CONDITIONS AND COMPLIANCE

Lifecycle of a Local VIP Ticket

At each stage if the VIP Ticket Lifecycle, Fan Support Representatives may encounter different opportunities and challenges, as fans can reach out for assistance.

Upgrade Scenario Fans may want to enhance their event experience by upgrading standard tickets to Local VIP packages or exchanging tickets for a superior option. To ensure eligibility, accurate refunds, and adherence to organizational policies, it is essential to follow the established procedures when processing these requests.

Step 1 Fan Purchases Local VIP Package The fan completes the purchase of a Local VIP package online, ensuring the new order has the same or greater number of tickets and equal or higher value per ticket.

Step 2 Fan Contacts Fan Support After purchasing, the fan reaches out to Fan Support to request an upgrade or exchange and initiate the refund process for the original order.

Step 3 Representative Confirms Eligibility The representative verifies that the new order meets eligibility requirements.

Confirm that the new order has the same or a greater number of tickets than the original order.

Confirm that the tickets in the new order are of equal/greater price per ticket than the original tickets.

Step 4 Process Refund for Original Order The representative processes a refund for the original order.

Don’t charge a per-ticket exchange fee as this is a new purchase, then refund the original order.

Notate each order by cross-referencing the other order number on the extra comment line 2 of the other order.

Apollo Search for the Local VIP Apollo article for assistance with handling Local VIP Upgrade and Exchange requests.

Refund Scenario Refunds for Local VIP packages may be requested for various reasons, such as event changes or fan requests. Following the correct refund process is vital to ensure compliance, protect the organization, and provide fair outcomes for fans.

Step 1 Service Pro Look for the Ticket Type Description by pulling up the order in ServicePro. Make sure VIP is indicated to confirm it is a VIP order.

Step 2 TMWin

Type 'EVAL' at the 'NEXT' prompt in the TMWin host market; type the 'event code', then type '113' at the Report Qualifiers prompt as shown below:

NEXT (SE) ?? EVAL

Event(s) to check ?? EFL1006E

Report qualifiers ?? 113

Local indicates a Local VIP package offer as shown above.

National indicates a National VIP package offer.

Step 3 Check Eligibility Check for refund eligibility after confirming the fan has Local VIP package order by following these steps:

•Check the Zendesk Refund Tool for refund eligibility.

•Refund to the fan's original method of payment if eligible.

Fans may be offered partial/full refunds when there are changes to the Local VIP package elements, such as the meet and greet portion being removed.

Fans will be sent an email letting them know the specifics of these changes and their options.

Refund Flags will not be set for refunds in the Zendesk Refund Tool when this happens.

Duplicate Scenario A fan or broker has multiple primary, resale or 3PE orders.

Step 1 Investigate Assure the fan that you’re reviewing the information and are looking into it for them.

Access and review all orders in TMWin, Internal Tools, ServicePro or RST.

Confirm the orders are for the same event (event code/day and time) and were purchased on the same day. Note: Don’t process a refund for duplicate orders that don’t meet the above criteria.

Step 2 Identify Which is the Original Order

Note the order in which each ticket order was placed as you must keep the first ticket order and refund the duplicates.

‒Primary Orders

Type SA/F;12-34567/HST in the appropriate host market on TMWin or use Internal Tools to view the creation or order date for primary orders (see screenshot).

Step 3 Refund and Document • Process a refund for all duplicate orders (not the first order).

• Provide detailed notes on each order and cross-reference the order numbers on each order. No need to submit a form.

• Refund any upsells on the duplicate order if it’s the same day as the purchase.

Special Consideration for Past Events Submit a LOSS form for any duplicate order(s) for a past day event.

Submit an Upsells form for upsell refund approval if it’s after the day of purchase.

Search the key term Past Date Refunds to locate the relevant Apollo page.

Identifying VIP Package Elements

TMWin will allow you to see in detail the VIP package elements by running the command EVAL;EVENTCODE;I7.

Fans can only resell and transfer the VIP tickets in the package if these options are available for the event.

When the fan has resold or transferred the VIP tickets, the buyer/receiver of those tickets will not receive any of the VIP package amenities.

All merchandise, VIP package elements, fan club memberships and ticket insurance originally purchased or included with the ticket are not transferable.

Note: If a fan is asking for an alternate person to pick up the merchandise at the event, the alternate pickup person will need to present the tickets at the event.

If the event is restricted to Will Call, then you will submit a SRT escalation to request that the name at Will Call be changed.

Summary

• Local VIP is different from VIP Nation and National VIP and has its own package.

• Search for the Local VIP Offers and Packages article and its related articles in Apollo.

• Use both ServicePro and TMWin to check the ticket type.