Damage - Cleaning /pest and EPC
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||
| Canned Responses (Level 1) | I'm sorry to hear that you had a bad experience with us. Please elaborate your concern here so that I can help you in a better way. Also, please confirm the service and date on which you faced the issue | |||
| Canned Responses (Level 2) | Thank you for sharing the required details, please allow me some time to check meanwhile would request you to share 1. What got damaged? 2. Brand name and estimated cost for the damage? | |||
| Agent Action 1 | Check the dashboard | |||
| Sub scenario | Damage under 7000 rs | Damage of 10,000 | ||
| Canned Responses Level3 | We sincerely apologize for the inconvenience. Feedback has already been shared with the partner's team. I would like to refund 7,000 rupees for the damage caused by the professional. To initiate a refund, please provide your bank details: Account Holder Name: Account Number: Bank Name: IFSC Code: Refund will be credited in 5-7 working days. Expected by [Date]. If you want the amount in UC wallet, it takes 24Hrs (Valid for 365 days). Note - ( Agent need to calculate 7 working days and mention the same). Could you please tell us where you want us to refund your money? | We sincerely apologize for the inconvenience. Feedback has already been shared with the partner's team. I would like to refund 10,000 rupees after validating your GST bill for the damage caused by the professional To initiate a refund, please provide your bank details: Account Holder Name: Account Number: Bank Name: IFSC Code: Refund will be credited in 5-7 working days. Expected by [Date]. If you want the amount in UC wallet, it takes 24Hrs (Valid for 365 days). Note - ( Agent need to calculate 7 working days and mention the same). Could you please tell us where you want us to refund your money? | ||
| Canned Responses Level5 | Closing script Hope we are able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script Hope we are able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | ||
| Note - These scripts are to be used post the decision making has happened on whether or not we are catering to the damage. The SoP and instructions to be used for the decision making stays the same as per respective PODs | |||
| First Response | Please allow us to assess what caused the damage and how extensive it is. We'll handle this according to our damage policy. | ||
Catering the Damage | Pro has agreed to damage | <10K | We sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR < > to make things right for you. |
| >10K (only for cases where we have agreed to give more than 10K refund with appropriate UC approvals in place) | We sincerely apologize for the damage caused; this is an unusual situation. The monetary loss incurred exceeds our damage insurance policy of 10K. However, since you are a valuable customer for UC, we'll reimburse you for the equipment/article with INR <> to make things right for you. | ||
| 10K | We sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR 10000 as per our damage insurance policy to make things right for you. | ||
Pro has not agreed to damage | <10K | Even though our partner denies causing any damage, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer. | |
| >10K | Even though our partner denies causing any damage and the damage amount exceeds our maximum limit as per the damage policy, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer. | ||
| 10K | Even though our partner denies causing any damage, we will still go ahead and reimburse INR 10K to make things right for you since we value you as a customer. | ||
Denying to Cater | OOW/OOS/BPC Closure etc | Unfortunately, since this request is <out of warranty/out of scope/closed on visitation charges>, we will not be able to help you with a refund or reimbursement in this case. | |
| Partner has denied the damage | I regret to inform you that our assessment indicates the damage wasn't caused by our partner's actions, so we're unable to offer reimbursement for this particular case | ||