Poor service - cancellation - Damage
State | FULL HOME CLEANING | |
| Loyal | Non-Loyal | |
| Poor service | We will properly probe every case to understand what was not cleaned properly, the amount paid, and the duration of the job. 1. We will ask for images and after image identification we will verify the same from Audit logs 2. After image verification if customer shared 1 or 2 photos we will pitch SKU amount to customer as per image verification 3. If customer shared multiple images we will pitch 50% to the customer and if customer is adamant for full refund we will take approval from client and than only we will pitch for full refund Normal warranty - 3 days Tagging - Poor service quality >>select reasons informed by customer | We will properly probe every case to understand what was not cleaned properly, the amount paid, and the duration of the job. 1. We will ask for images and after image identification we will verify the same from Audit logs 2. After image verification if customer shared 1 or 2 photos we will pitch SKU amount to customer as per image verification 3. If customer shared multiple images we will pitch 30% to the customer and if customer is adamant for more refund than we can pitch for 50% refund 4. If customer is adamant for full refund we will take approval from client and than only we will pitch for full refund Normal warranty - 3 days Tagging - Poor service quality >>select reasons informed by customer |
| Cancellation Policy | If booking is cancelled 12 hrs before the booking time then, there will be no cancellation fee. If the booking is cancellation within 12 hours of booking time then, there will be a cancellation fee of 999rs. Note -No cancellation charges will be applied if the pro is not assigned | |
| Cancellation charges | Cancellation charges of 999 will be refunded in extreme cases only. In case the customer cancels the booking under Professional's Reason, then we will refund the cancellation fee. Pro Reasons Could Be - Pro asked to cancel/Denied for work & Pro came late Tagging - Payment-related cancellation charges | No refund * if canceled due to UC's fault, we will refund. In case the customer cancels the booking under Professional's Reason, then we will refund the cancellation fee. Pro Reasons Could Be - Pro asked to cancel/Denied for work & Pro came late Tagging - Payment-related cancellation charges |
| Damage Damage grid sheet | 1. Ask for images and check warranty status from warranty Grid section 2. If customer booking is ongoing or complaints for damage under warranty than we will directly transfer the case to L2 3. In Out of Warranty cases we will not transfer the case to L2 and will close the case as per SOP | "1. Ask for images and check warranty status from warranty Grid section 2. If customer booking is ongoing or complaints for damage under warranty than we will directly transfer the case to L2 3. In Out of Warranty cases we will not transfer the case to L2 and will close the case as per SOP" |
Canned responses for Poor service cases:- https://cx-vip.helpsite.com/articles/100961-poor-service-quality-incomplete-cleaning
Canned response for Damage cases:- https://cx-vip.helpsite.com/articles/100968-damage-cleaning-pest-and-epc
RCA email Link - https://cx-vip.helpsite.com/articles/123066-rca-damage-email-format