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Double Payment / Overcharge/ Incomplete/ Partial Service- Deduction - SOP

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.


Double Payment / Overcharge/ Incomplete/ Partial Service SOP
# For all Refund cases checking customer fraud score is mandatory ,No refund should be given to customer with fraud score 75 and 100.If pro confirms then only we will refund to the customer ,if pro is denying for any of the below mentioned scenario or pro is not contactable then we will politely deny for the refund.
# Pro calling is mandatory in "Incomplete service, double payment & overcharge related cases, 2 calls in 1 attempt
Incomplete / Partial Service Double PaymentOvercharge
Pro ReachablePro not ReachablePro ReachablePro not ReachablePro Reachable Pro not Reachable
If the Partner Reachable - Explain the issue and VOC of the customer, if partner agrees for the deduction - Deduct the diff & give the refund to the customer
if partner Doesn't agree for the deduction - Do not deduct the amount, but still give the refund to the customer as per the VOC		If the Partner is not Reachable - PNR - Do not deduct the amount from the partner , but still give the refund to the customer as per the VOCAsk customer to share the screenshot if both the payment is done online. "If the Partner Reachable - Explain the issue and VOC of the customer, if partner agrees for the deduction - Deduct the diff & give the refund to the customer
if partner Doesn't agree for the deduction - Do not deduct the amount, but still give the refund to the customer as per the VOC"

In case pro is denying for the double payment then we will check the fraud score of partner if partner's fraud score is 50 and above then we will refund as per VOC		Ask customer to share the screenshot if both the payment is done online .If the Partner is not Reachable - PNR - Do not deduct the amount from the partner , but still give the refund to the customer as per the VOCIf the Partner Reachable - Explain the issue and VOC of the customer, if partner agrees for the deduction - Deduct the diff & give the refund to the customer
if partner Doesn't agree for the deduction - Do not deduct the amount, but still give the refund to the customer as per the VOC		If the Partner is not Reachable - PNR - Do not deduct the amount from the partner , but still give the refund to the customer as per the VOC
NOTE- Refund Cases on requests older than 1 Year needs to be approved by CL or above. . These approvals are to be taken by IE associates/team leads before the refund is initiated. Refunds are NOT to be initiated without the approval email. The ticket will be parked till the time the approval is not received and the customer will be informed that we need to discuss this case internally and would need some time before circling back with them.
Pro Deduction Form--https://docs.google.com/forms/d/e/1FAIpQLSfXWzgpq6q5j7MGrERRVwKNZtvvJ1uZIoi9mfKfJEGgj1qT2w/viewform


 The overcharge warranty will follow the same guidelines as the poor service warranty: