Ongoing and Incomplete services

Issue wise	FHC - lOYAL	FHC - NON lOYAL
			Incomplete Service	1. We will probe to determine what was left uncleaned and why he left the work incomplete. Call professional and confirm once, If pro-NR - solve on customer VOC 2. Upon checking Images we will first pitch SKU Refund else we will refund 30% percent on incomplete services, only after approval from Client 50% on extreme cases If one fan is not cleaned or one bathroom is not cleaned in the FHC service, we will issue a refund for that particular SKU only. If the Partner confirms even after 7 days, we will cater it. If the pro is PNR or denying for the same then we will not cater it 3. In out-of-warranty cases, we will not cater IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - we will not close on CNR Tagging - Poor service quality >> incomplete service done Note - we will take follow up on cases where partner left services incomplete and promised to comeback.	1. We will probe to determine what was left uncleaned and why he left the work incomplete. Call professional and confirm once, If pro-NR - solve on customer VOC 2. Upon checking Images we will first pitch SKU Refund else we will refund 30% percent on incomplete services. If one fan is not cleaned or one bathroom is not cleaned in the FHC service, we will issue a refund for that particular SKU only. If the Partner confirms even after 7 days, we will cater it. If pro is PNR or denying for the same then we will not cater it 3. In out-of-warranty cases, we will not cater IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - we will not close on CNR Tagging - Poor service quality >> incomplete service done Note - we will take follow up on cases where partner left services incomplete and promised to comeback.
Ongoing services/ Machine and tools not available	If the job has not been started and cleaning machine is not available, pitch rescheduling. If job is 100% completed without machine, pitch difference between platinum and classic; Machine not used and customer is adamant, pitch for 30% (up to 3000) Any damage during ongoing service follow damage SOP Tagging * Ongoing job>>unsatisfactory ongoing Job * Ongoing job>>Machine not used Note - we will take follow up on cases where partner left services incomplete and promised to comeback.	If the job has not been started and cleaning machine is not available, pitch rescheduling. If job is 100% completed without machine, pitch difference between platinum and classic; if customer is adamant, pitch for 30% (up to 3000) Any damage during ongoing service follow damage SOP Tagging * Ongoing job>>unsatisfactory ongoing Job * Ongoing job>>Machine not used Note - we will take follow up on cases where partner left services incomplete and promised to comeback.

Incomplete/Ongoing Service:

Pro Calling: Partner calling (2 calls in each attempt) needs to done in all the scenarios.

1. If the partner has started the job, we will align the customer for cancelation and pitch for a new booking.

2. In case the partner is not responding, we will try calling the partner again after parking the case for 1 hour. In case if partner was unreachable after 2nd attempt, we will proceed with the cancelation.

3. If the partner has started the job, but the customer is not aligned for cancelation, we will push the partner for delivery.