SOP - Pre services
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 professional agrees we will ask pro to deliver the service .( Case to be parked till job is delivered) 2. if professional is not responding , we can ask customer to place a fresh booking . | |
| 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 to 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. | |
| preffered professional | 1. we will ask for the professional name and date of last booking delivered by the professional . 2. we will check the professional availability through the calendar 3. if professional agreed , we will notify and ask him/her to accept the booking , we will follow up till pro is assigned 4. If professional not responding, we can assign different professional and depends upon availability | How to check professional's Calender . 1. click on professional name >>open profile. 2. click on Edit details 3. click on calender 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. IMP: Pls check the Hub area of professional and customer and if there is any tech issue pls raise to Sajan/Karuna. |
| Request for cancellation | 1. we will confirm about cancellation reason 2. we will try to reschedule, if the customer not agrees, we will cancel on customer's VOC 3. if Any cancellations on UC's due to No show or No response end If customer is asking for refund in No response or No show cases - Cart vale below 500 - we will refund 100 rs goodwill - as pe rthe booking amount Cart vale above 500 - we will refund 150 rs goodwill - as pe rthe booking amount | |
| wrong job started | 1. if the professional has wrongly started and ended the, job we will confirm if any amount paid to him. 2. if it was a online payment , we refund the full amount and will 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 rs following Fraud score. | |
| edit address/Name/Email address/Number | 1. we will inform customer that we cannot edit personal detials like number and/or delivery address. 2. if booking is already placed , we will still inform the same , however we can ask professional to deliver to the required address if possible , we will pay 100 extra to the professional | |
| Enquiry on services | 1. we will ask customer if he/she wanted to place the booking right now or later . 2. if right now , we will help customer untill the booking is placed and will guide her to avail running offers. 3. if later we will guide customer the same way. | |
| Unable to place booking | How to handle the scenario when a customer is unable to make a booking (excluding blocked users): ü Check Service Availability: Verify the availability of the service from your end using the website and Application.ü App Update Suggestion: If the service is available, ask the customer to update their application and try again ü Alternate Service Suggestion: If the issue persists and no professionals are available, suggest an alternate service option to the customer. -- If the issue persists, ask the customer for a screenshot and escalate the case.(To sajan/Karuna) And keep your AM, TL and QA in cc | |
| OB Form :- If in any concern we are filling OB form , we will confirm the email id from the customer and share the tat of 24hrs and we will park the case until the customer has received the email. |