Massage Bundle SOP

By canceling one request, the entire bundle will not be canceled.

1. Massage Bundle
   • If one request is canceled, the bundle will remain active since each request is considered individual.
   • Example: If a customer wants to cancel one request, we will process the cancellation and refund that specific request. The remaining sessions will stay active. If the customer requests a refund for the remaining sessions, we will cancel them via OPT-IN, and the remaining session refunds will be issued.
   • Note: No manual refund is needed; only cancellation charges will be refunded manually.

   • How to cancel complete bundle booking-

     
     

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2. Professional Assignment in Bundle
   • We will not manually assign a professional to the bundle. Instead, we will recommend canceling or completing the entire bundle if requested.
   • If the customer asks to change the professional, guide them to use the app to navigate to the active massage bundle service, select the "Need Help" option, and choose the "Pro-Change" option.
   • If the option is available and a new professional is assigned, close the case. If not, inform the customer that a professional change is not possible and follow the existing SOP.
   • Note: Customers can change the professional only once.
3. Payments
   • There will be no direct or cash payments to the professional, either by the customer or by us.
4. No Show Policy
   • If there is a no-show, offer to reschedule the request rather than canceling it. Only cancel the request or bundle if the customer specifically asks for it.
   • In the case of a no-show or no response, follow the TOA grid to offer any compensation to the customer.
5. Booking Modifications
   • Customers can change the booking time directly from the app.

6.If the bundle has expired and the customer requests a refund, we will refund the amount for the remaining unused sessions. To calculate the refund, determine the cost of an individual service and multiply it by the number of services not redeemed.      

Dashboard Navigation –

How to check bundle Detail-

Click on Tranches Info to check the payment detail of a bundles- 

In the payments and refunds section you can check the total amount paid by the customer for a bundle . 

In the above mentioned screenshot 2398 Rs has been refunded to the customer as the bundle was cancelled .