Pre Job quries.
Issue wise | Pre-service | |
| All Lobs | ||
| Make changes in existing request | 1. we will call the professional and confirm if he has the material to provide the service. If the professional agrees, we will ask pro to deliver the service .( case is to be parked until job is delivered.) 2. if professional is not responding , we can ask customer to place a fresh booking . Tagging: Pre-services-booking-related | Note:-Always refer customer applications in pre-service cases, like SKU-related, coupon-related, or any running offers-related. |
| Request for Rescheduling/Diffrent pro required | 1. we will confirm the preferred time slot . 2. we will reschedule as per customer request . 3. Call partner to inform them not to pick up the booking of the particular customer or if it is getting auto-accepted , we will ask partner to mark leave for that time slot. Tagging, pre- Pre service, request for rescheduling | |
| preffered professional | 1. we will ask for the professional name and date of last booking delivered by the professional . 2. we will check professional availability through the calendar 3. If the professional agrees, we will notify him/her and ask him/her to accept the booking. We will follow up until the professional is assigned 4. If professionals are not responding, we can assign different professionals, depending on their availability Tagging pre-services and pro-related | How to check professional's calendar. 1. click on professional name >>open profile. 2. click on Edit details 3. click on Calendar 4. scroll down to check the status. if green = professional, is working on a job? if red = professional is on leave if blank = professional is available. |
| Request for cancellation | 1. we will confirm the cancellation reason 2. we will try to reschedule; if the customer does not agree, we will cancel on the customer's VOC 3. if there are any cancellations on UC's due to No show or No response end If the customer is asking for a refund in No response or No showcases (cart value below 500), we will refund 100 rupees in goodwill as per the booking amount Cart value above 500: we will refund 150 rupees in goodwill as per the booking amount Tagging, pre- Pre services, request for cancellation l | |
| wrong job started | 1. if the professional has wrongly started and ended the job, we will confirm if any amount has been paid to him. 2. if it was an online payment , we will refund the full amount and deduct it from professional. 3. If professional is not responding after 2 attempts , we will deduct it from professional and refund the amount upto 3000 rupees following Fraud score. Tagging: Pre-services -Pro-Related Pro behaviour | |
| edit address/Name/Email address/Number | 1. we will inform customer that we cannot edit personal details like number and/or delivery address. 2. if booking is already placed , we will still inform you same it; however, we can ask professionals to deliver to the required address if possible, and we will pay 100 extra to the professional Tagging pre-services and Customer details | |
| Enquiry on services | 1. we will ask customer if he/she wants to place the booking right now or later . 2. if right now , we will help customer until the booking is placed and will guide her to avail running offers. 3. if later, we will guide customer in the same way. Tagging: Pre-services - Bookig related | |
| Unable to place booking | 1. we will ask for the screen shot . 2. we will try to place the same request, and if we are able to place the booking, we will ask to to update the app. 3. If the customer is blocked, we're sorry, but your account is temporarily blocked as your account is under investigation. Tagging: Pre-services - Bookig related | |
| OB Form: For any concern we are filling out the OB form, we will confirm the email ID from the customer and share the TAT of 24 hours and will keep following until the confirmation of the invoice from CX. |