No Response -BT Crossed - Booking in an Open State

Scenario	No 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)
Opening	Welcome 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 history	Issue 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.
Apology	We 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**
Scenario	Customer Agreed to Reschedule	Customer disagrees for Rescheduling and asking to Cancel
Response 1	We can reschedule this booking to the next available slot as shown below. Please Confirm your preference	We are committed to deliver 100% of bookings on time however, due to high demand we may fall short of our commitment.
Agent Action	Copy paste the available slots***	Cancel the Booking and check the payment status as well (Prepaid or COD)
Response 2	We 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 3	Hope 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.
Note	Response -- 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