Question 4: When and how to reverse a cancellation?

Question 4: When and how to reverse a cancellation?

Customer Plan Change:-

Reverse if and only if,

• Customer want service before and after BT

• Customer not available at BT

• Customer want offline service(need to be clear in recordings and px denied to deliver then only reverse cancellation)

• No electricity/water at customer Location

• Customer health issues.

• Issue resolved - does not require service now.

• Customer took service from a local vendor

• Customers placed multiple requests and cancelled others.

Check call/chat details. If no details are found, then take a confirmation from cx. If any of the above conditions is true then reverse .
Booking getting notified after BT and partner responded after BT and customer denied to have service (Check in provider fan out there against each pro id notified time is mentioned

Service to pregnant Women- Spa/Salon
Honey Wax AC mandatory(summer season)
Hair color service apart from base color

Risky area

Unrepairable appliances

Smart lock repair (city wise variant)-depends as per case

Gas stove repair/Mixer repair/Iron repair/Ice Cream machine repair

Incorrect address shared by customer:-

• If two locations have been captured by default or cx has added an incorrect address and pro was unable to reach. 

• Check call/chat details. Pro should have called the cx and confirmed the address.

• If no details are found on chat/call details, call the customer for the confirmation.

Customer wants preferred professional: 

• Customers want professionals who delivered services earlier to him/her.

• Pro on the basis of rating.

• Check call/chat details. 

• If no details are found on chat/call details, call the customer for the confirmation.
  If customer is religious baised reversal will be done, after confirmation with customer.

Service booked under Incorrect Package/Incorrect Category

• Customers need service which is not in the SKU.

• Customer needs a premium booking but booked it under the classic category. For example: Customer placed a request under salon basics category but wants salon luxe.

• Check call/chat details. 

• If no details are found on chat/call details, call the customer for the confirmation.

• Girls long haircut/girls hair cut booked in men's grooming

• Boy haircut booked in Hair service for Women

• Hard stain removal/Rust removal - depends on package booked

• Installation/replacement of water tap - depends on package booked

• Smart lock (depend upon city variance/case per case)

• Mac book repair ((depend upon city variance/case per case)

• Hard stain- if depends upon package

Cx unhappy with the Quotation 

• Customers are not ready to pay as per rate card.

• Customer not ready to pay for spare parts.

• Customers are not happy with the total charges.

• Check call/chat details. 

• If no details are found on chat/call details, call the customer for the confirmation.

Customer Safety issue:

• Customer wants service but is not sure whether to take service from the same partner because of any reason. Ex - partner is coughing on call etc. Incorrect perception about a partner.

• Professional reached the customer's location however the customer is not feeling comfortable with the partner and wants the cancellation. 

• If no details are found on chat/call details, call the customer for the confirmation.

Placed request under incorrect category

• Customer selected incorrect service. For example: Customer booked for electrician but wants services from plumber. Customer wants IKEA furniture assembled but placed a request under the carpenter category.

• Check call/chat details.

• If no details are found on chat/call details, call the customer for the confirmation.

Exclusive lead(outside primary hub): 

• If a partner receives exclusive lead outside the hub then reverse the PAF.

• Check the primary hub by going to the hub section.

• Check in the provider at the fan out section whether the professional had exclusive lead for the same or not.
  
  

Customer- Product delayed from UC(Reversal is done in plan change)

1- If the customer product is delayed from uc end then reverse the PAF.
2- Check the recordings of partner and customer
3- If no recordings are available/ not clear in recordings- then need to have confirmation with the customer.

Don't worry on L3, when the trainer connects with you, he will check this feedback and reverse it if found genuine. This has been documented in the system, which will help you discuss as proof on L3