Payment OTP/Payment confirmation or clarification

If the partner reaches out to confirm the status of the payment: Request ID > Payment State/Call logs > Payment Summary

 
A). if payment status = In Process/Pending then Ask the partner to wait and put your ticket under follow-up (put reminder of 30 mins).

B). if payment status = Failed then Call the customer & ask  the Cx to make the payment again as due to Payment Gateway Failure his payment got failed due to which Urban Company didn't get the payment. Also, inform the customer that as per the bank process , the failed payment (if deducted from Cx account) will be credited to the source account within 5-7 working days.

 In case customer is saying he will pay post refund. Post 7 days/post refund, We should call customer twice daily for 2 days ( one attempt should be done in non working hours) and in case customer is  still unreachable, we should pitch for lead value refund.

No case to be kept pending for more than 9 days

Number of calls - 2 Calls
Step 1 - Once the ticket is assigned, call the customer twice continuously.
If still the customer is not responding, then we will try to make other attempt in non working hours and in case customer is  still unreachable, we should pitch for lead value refund

Until the customer pays the amount, we will keep a ticket pending, and once the customer's payment is successful, we will call the partner and inform the same.

If a customer refuses to pay and is unreachable?

We should call customer twice daily for 2 days ( one attempt should be done in non working hours) and in case customer is  still unreachable, we should pitch for lead value refund

Number of calls - 2 Calls
Step 1 - Once the ticket is assigned, call the customer twice continuously.
If still the customer is not responding, then we will try to make other attempt in non working hours and in case customer is  still unreachable, we should pitch for lead value refund

If a customer refuses to pay?

We should pitch for lead value refund

FAQ's

1. If pro ended the job on cash instead of online?

- Here the customer's amount will be refunded so we need to get the payment done again by the customer and inform partner not to repeat such instances in future.

- We should conference the call between the customer and partner if the partner ends the job on cash instead of online.

2. Where will the payment refelect on pros app? 

- Ongoing > Completed Jobs > Select the customer name > Job Details > Click here to check out Earning

3. What if our dashboard is showing successful payment but it is not reflecting on partners app?

- Ask your TL to File a bug on Bugs provider with screenshot/screenrecording for clarity ccing Shahbaz

Tagging 

4.1 On JOB - Lead Info & Invoicing > Payment Confirmation/Clarification (cx payment not received/Pro chose cash option, customer made payment online already)