SOP Poor service - Damage-Incomplete service - SOP - Cleaning and Beauty
IMP - Damage(Beauty , cleaning ,FHC & Pest and EPC) and Overcharge (EPC only) cases will be convert to L2. We will provide a 1-hour TAT to the customer and transfer the case to the L2 team.
Issue wise |
CLEANING - ( Bathroom and other cleaning ) Not for Full home cleaning |
BEAUTY ( 10 days - warranty after job completion ) |
| NEW CLEANING SOP | New BEAUTY SOP | |
| POOR SERVICE - Unsatisfactory services |
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 Any user with a refund_fraud_cx_rule of 0 - 1 we can refund up to 50% as per the booking amount. refund_fraud_cx_rule 2 - 50 % Only refund_fraud_cx_rule 3 - 30 % Only, if adamant 50% refund_fraud_cx_rule 4 - 5 - Refund on burnt/damage/incomplete cases only If bot has already pitched 100 % , kindly process with 100 % 2. If no images are received, the customer's VOC will be refunded 50% Only. if the customer is adamant we can refund up to100% (full refund in extreme cases only post approval from POD Lead ) 3. In out-of-warranty cases we will not cater anything. Normal warranty - 3 days, We can cater upto 7 days but not damage. (as per the booking amount) IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - we will not close on CNR |
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 pitch for 50 % First and any user with a fraud score of 0 - 1 we can refund up to 50% as per the booking amount.( For entire service) refund_fraud_cx_rule 2 - 50 % Only refund_fraud_cx_rule 3 - 30 % Only , if adamant 50% refund_fraud_cx_rule 4 - 5 - Refund on burnt/damage/incomplete cases only 2. We will ask her to place a new booking for a specific SKU, and if she needs a refund, we will refund 100 percent for that particular SKU ( after getting approval from UC POD Lead). 3. In out-of-warranty cases, we will not cater anything Normal warranty - 10 days. 4. For all the massage cases, We will close the tickets on feedback. If cx is not aligned we will not cater more than 50% refund. IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - we will not close on CNR |
| Damage | 1. Ask for images , Probe properly to understand what got damaged and estimate the cost of the damage,will call the professional to confirm the damage. 2. If confirmed by a professional, we will refund and close and will pitch for an objective refund referring the damage grid 3. will inquire about the brand and price of the old part on google. 3. Once the customer confirms the brand and cost of the damage, 5. refund Upto 5000 No GST bill is required; if a refund is of Rs 10,000, we will check the bill and refund. (This is dependent on the extent of the damage.) 6. In out-of-warranty cases we will not cater. 8. we will not close until the resolution is not given IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - we will not close on CNR |
1. Ask for images. If images are received, no partner call is required. No images received; we will confirm with professionals. Professionals who do not respond will resolve the issue as per the customer's VOC. 2. If there is a skin allergy that causes rashes, burns, peeling, and boils, we will pitch for a free doctor consultation through TATA 1 mg (WE WILL NOT CATER DAMAGE ON SWELLING AFTER MASSAGE ) UNTILL UNLESS NOT CLEAR ON THE IMAGES. 3. In case customer is denying to take consultation from TATA 1 MG nothing can be done. 4. If the customer denies consultation,If no bill is provided, we will refund the full amount up to 3000 rupees. (as per the booking amount) out of warranty we will not cater. 5. we will not close until a resolution is not given. IMP - Burn /Heavy or extreme damage/ Very HIGH TNS Cases - we will not close on CNR |
| Incomplete Service / Pro abscond with the part |
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. We will refund 50% percent on incomplete services, after image validation 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 Partner confirm 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 |
1. We will probe to determine what was left uncleaned and why he left the work incomplete. Call a pro and confirm once, if pro- NR- solve on customer VOC 2. We will refund 50% percent on incomplete services, after image validation If one facial is not completed or one eyebrow is not done, we will issue a refund for that particular SKU only. If Partner confirm even after 10 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 |