Scenario

Pro cannot deliver - Accident/Medical/Emergency/Any other issue

Partner cannot deliver 

On job 

Off Job

Step 1 

We will ask about booking time

Go through partner profile and search it by booking date & time

We will ask about booking time

Go through partner profile and search it by booking date & time

Step 2

High critical
If a partner experiences an accident or health concern on the job, 
we will request ground help and follow up accordingly. - Cx Px SOP for Critical Escalations
(If the criticality level is high then redirect to Critical escalations help)

High critical
If a partner experiences an accident or health concern on the job, 
we will request ground help and follow up accordingly. - Cx Px SOP for Critical Escalations
(If the criticality level is high then redirect to Critical escalations help)

Step 3

Low critical
If the partner did not require any ground support, we will guide them to cancel the request by following this process.
Customer Request > Help > Select ' Pro cannot deliver> Watch video <cancel job

Low critical
If the partner did not require any ground support, we will guide them to cancel the request by following this process.
Customer Request > Help > Select ' Pro cannot deliver> Watch video <cancel job

Step 4

We will not inform the partner that the trainer will remove the cancelation if he changes the status to "cannot deliver personal."

We will not inform the partner that the trainer will remove the cancelation if he changes the status to "cannot deliver personal."

If partner is still adamant about permanent block

We will inform the partner that our team will authenticate all cancellations before permanently blocking you. If we identify a valid explanation, we will not block your profile.

We will inform the partner that our team will authenticate all cancellations before permanently blocking you. If we identify a valid explanation, we will not block your profile.

Tagging

Tagging:

4.2 on job - partner led cancellation> medical reasons - if the partner is unable to give the service due to a medical reason

4.2 on job - partner led cancellation> weather or out of control reason - for weather reasons and any government Restrictions , we also select this tagging.

4.2 on job - partner led cancellation> asked pro to update the status - In personal reason we select this tagging.

4.2 on job - partner led cancellation> distant lead - If partner denied giving service due to distant issue