Cx-VIP SOP Support Center
Contact Us
  1. Support
  2. No Response
  3. No Response - Check the booking time and status first
  4. No Response -BT Crossed - Booking in an Open State

No Response -BT Crossed - Booking in an Open State

ScenarioNo Response -Booking Time Crossed - Customer reached out to us after the booking time Where Pro is not yet assigned.
Booking in an Open State ( Neither Cancelled or Nor Rescheduled)
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
****Read Chat History First****
Probing/Paraphrasing
Issue is clearly mentioned in chat historyIssue is not clear from chat history
As I can understand, you have raised the complaint for professional not being assigned. Please confirm the same.I request you to please elaborate the concern so that I can help you quickly.
ApologyWe deeply apologize for the inconvenience you've experienced.
Agent Action****Check available slots and offer reschedule as per the availability . We will not pitch for cancellation directly****
ScenarioCustomer Agreed to RescheduleCustomer disagrees for Rescheduling and asking to Cancel
Response 1We can reschedule this booking to the next available slot as shown below. Please Confirm your preferenceWe are committed to deliver 100% of bookings on time however, due to high demand we may fall short of our commitment.
Agent ActionCopy paste the available slots***Cancel the Booking and check the payment status as well (Prepaid or COD)
Response 2We have rescheduled your request for <Time, Date>. You will also be able to see the details in the UC application as well.Prepaid Booking Response 1 -  We have cancelled your request. Booking amount will be refunded in 5-7 bank working days, expected by [Date].

 Note - ( Agent need to calculate 7 working days and mention the same)

COD Bookings Response 1 - We have cancelled your request from our end.
Response 3Hope we assisted you well today. For further support, please feel free to reach out. Thank you for choosing Urban Company!We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future.
NoteResponse -- We are offering a XX INR discount on your next service by adding XX UC credits to your wallet. They are valid for 365 days, applicable to any future prepaid bookings. 1 UC credit = 1 INR.
Follow this link for refund process -- https://cx-vip.helpsite.com/articles/101711-no-response-no-show-updated