Scenario | Customer is Unreachable / Not able to contact Customer |
Customer is Unreachable / Not able to contact Customer | Before Booking Time | After Booking Time |
Step 1 | We will ask about booking timeGo through partner profile and search it by booking date & time | We will ask about booking timeGo through partner profile and search it by booking date & time |
Step 2 | If the partner raises a complaint within 24 hours of the booking time,
we will call the customer from our end and merge the call if we receive any response from the customer.
If we don't get any response from the customer, we will guide the partner through the steps below and close the ticket:
partner can only follow these steps at the customer's location or within 300 meters of the customer's location.
1: We will guide partner to go customer location at booking time
2: Make two complete calls to the customer after booking time without disconnecting from their end
3: Guide below steps to cancel booking
Partner App > Ongoing Job > Customer Request > Help > Select ' Customer unreachable > cancel job
4: Partner will get 100rs cancellation fee from the company in next payout | We will call the customer from our end and merge the call if we receive any response from the customer.
If we don't get any response from the customer, we will guide the partner through the steps below and close the ticket:
partner can only follow these steps at the customer's location or within 300 meters of the customer's location.
1: We will guide partner to go customer location at booking time
2: Make two complete calls to the customer after booking time without disconnecting from their end
3: Guide below steps to cancel booking
Partner App > Ongoing Job > Customer Request > Help > Select ' Customer unreachable <cancel job
4: Partner will get 100rs cancellation fee from the company in next payout |
Step 3 | Important
If the partner raises a complaint before 2-3 hours of the booking time,
we will call the customer from our end and merge the call if we receive any response from the customer.
If we don't get any response from the customer, we will guide the partner through the steps below and keep ticket pending until booking time:
partner can only follow these steps at the customer's location or within 300 meters of the customer's location.
1: We will guide partner to go customer location at booking time
2: Make two complete calls to the customer after booking time without disconnecting from their end
3: Guide below steps to cancel
Partner App > Ongoing Job > Customer Request > Help > Select ' Customer unreachable > cancel job
4: Partner will get 100rs cancellation fee from the company in next payout
|
If partner didn't receive cancellation fee | Cancellation fees are paid only two times per month to all partners.
Use below rebuttal to answer partner
"Sir, ye changes is liye kiye gaye hai kyuki kuch partners iska galat istemaal kar rhe the. isiliye abse apko ek mahine me 2 booking ki hi customer unreachable cancellation fees milegi.
Jaisa ki humne bhi data check kiya hai jisme 1 mahine me average 2 ya 2 se kam hi cancellation hoti hai partners ki." | Cancellation fees are paid only two times per month to all partners.
Use below rebuttal to answer partner
"Sir, ye changes is liye kiye gaye hai kyuki kuch partners iska galat istemaal kar rhe the. isiliye abse apko ek mahine me 2 booking ki hi customer unreachable cancellation fees milegi.
Jaisa ki humne bhi data check kiya hai jisme 1 mahine me average 2 ya 2 se kam hi cancellation hoti hai partners ki." |
If Partner unable to cancel in CNR | If the partner is unable to cancel the booking in CNR after following all steps, we will first check that all steps have been followed by the partner as per SOP.
If all steps were followed and the partner is still unable to cancel the booking, we will ask for a screen recording and have it uploaded to the partner's profile.
Then, we will raise a BUG and tag Tejaswin Kaur, keeping the ticket pending for 24 hours.
Below are the steps to upload screen recording/ screenshot
Help>>Profile>> App Issue>> upload media related to issues>>Select images>>upload image/video>> type issue >> submit
| If the partner is unable to cancel the booking in CNR after following all steps, we will first check that all steps have been followed by the partner as per SOP.
If all steps were followed and the partner is still unable to cancel the booking, we will ask for a screen recording and have it uploaded to the partner's profile.
Then, we will raise a BUG and tag Tejaswin Kaur, keeping the ticket pending for 24 hours.
Below are the steps to upload screen recording/ screenshot
Help>>Profile>> App Issue>> upload media related to issues>>Select images>>upload image/video>> type issue >> submit |
If Partner receive same customer booking again after cancelling in CNR | In CNR, if a booking is auto-rescheduled and sent to the same partner, we should inform the partner that if he marks "can't deliver," the PAF will be reversed at L3 PAF training, considering he has already visited the customer's location previously and marked "customer unreachable." | In CNR, if a booking is auto-rescheduled and sent to the same partner, we should inform the partner that if he marks "can't deliver," the PAF will be reversed at L3 PAF training, considering he has already visited the customer's location previously and marked "customer unreachable." |
Partner marks CNR but receives fresh booking from the same customer | When a partner marks CNR (Customer Not Reachable) but receives another booking from the same customer, and the partner has already confirmed by visiting the customer's location that the customer is not residing at the provided address, there's no need for another visit to the customer's place.
In such cases, the appropriate action should be as follows:
1) Here we should call the customer from our end and attempt to verify the correctness of the provided address.
2) If the customer does not answer the phone call, the ticket should be kept pending.
3) Try calling the customer again before 15 minutes of the booking time.
4) If the customer remains unresponsive, instruct the partner to mark 'Pro Cannot Deliver.'
5) After marking 'Pro Cannot Deliver,' the trainer will remove the cancellation post verification.
Things to Check:
1) Previous instances of CNR (Customer Not Reachable) marked by the partner for the same customer.
2) Whether the customer has previously received service from us at the same address, and if so, confirm that the address is correct.
3) Check if the customer has a history of canceling bookings multiple times at the same address. If the customer is already receiving services at the provided location, ensure that the address is correct. | When a partner marks CNR (Customer Not Reachable) but receives another booking from the same customer, and the partner has already confirmed by visiting the customer's location that the customer is not residing at the provided address, there's no need for another visit to the customer's place.
In such cases, the appropriate action should be as follows:
1) Here we should call the customer from our end and attempt to verify the correctness of the provided address.
2) If the customer does not answer the phone call, the ticket should be kept pending.
3) Try calling the customer again before 15 minutes of the booking time.
4) If the customer remains unresponsive, instruct the partner to mark 'Pro Cannot Deliver.'
5) After marking 'Pro Cannot Deliver,' the trainer will remove the cancellation post verification.
Things to Check:
1) Previous instances of CNR (Customer Not Reachable) marked by the partner for the same customer.
2) Whether the customer has previously received service from us at the same address, and if so, confirm that the address is correct.
3) Check if the customer has a history of canceling bookings multiple times at the same address. If the customer is already receiving services at the provided location, ensure that the address is correct. |
Tagging | 4.3 On Job - Customer Led Cancellation>> Customer not reachable |