Tagging
| L1 | L2_NEW | Remarks |
1.1 Money- MG Issue | MG payout not received, | Partner didn't receive MG Plan Refund |
| MG Calculation issue, | Incorrect leave hours or lead counted in MG | |
| MG - Pause/Resume, | Partner wants to pause/resume his MG plan | |
| General Query- MG, | Any general query regarding MG plan, like discount,unable to buy MG, MG extension etc | |
| Minimum Earning payout not received, | Partner didn't receive Minimum Earning Refund | |
| Minimum Earning calculation issue, | Incorrect data counted in Minimum Earning | |
1.2 Money- Payout Issue | payout deduction clarification | Any deductions related contact in Partner payout |
| delayed payout | Partner didn't receive his/her payout on scheduled payout day | |
| Customer not paying, | Customer not paying for an specific Job | |
| Salary Slip, | Partner requested for Salary Slip | |
| TDS certificate, | Partner requested for TDS Certificate | |
| GST Invoice | Partner requested for GST Invoice (Specific to EPC Category) | |
| Recharge - failed, | Partner attempted for credit recharge and amount debited however credits not added | |
| Reimbursement/Incentive, | Partner's enquiry related to any incentive or reimbursment (CNR fee, Referral incentive etc) | |
1.3 Money-revisit_issue | SME Revisit - Payout issue, | Partner didn't receive payment for an SME revisit job |
| Non SME Revisit - Payout issue, | Partner didn't receive payment for an NON SME revisit job | |
| Revisit work related info, | Any challenge faced by Partner on a revisit job(SME and NON SME both) | |
| Estimate on hold/rejected | Estimate of an Revisit job(SME/NON SME ) has not been approved by trainers | |
1.4 Money- Refunds and penalty related | Refund post archival, | Partner requested for Permanent Profile Closure |
| Incorrect lead value charged | Incorrect lead value charged on a specific job | |
1.5 Money- Loan related | fresh loan/Kit loan inquiry | Partner enquiring about loan (Personal/Kit) |
| Loan Pending for Disbursal | Loan pending for disbursal | |
| Loan Initiated-Not Received | Loan disbursed however partner didn't receive it in his/her bank account | |
| NOC Certificate | Partner requested for Loan NOC | |
2.1 Profile- Demand lead issues | Getting less Leads, | Partner getting less leads |
| Getting leads outside the hub, | Partner received lead from outside hub | |
| Re-booking customers unable to book, | Customer unable to rebook preferred professional | |
| Exclusive lead releated issue | Any issues related to Exclusive lead faned out. | |
2.2 Profile- Profile related escalation | Unarchive Request- PAF block, | Partner contacted for profile unarchival when Profile is blocked under PAF |
| Unarchive Request- other blocks, | Partner contacted for profile unarchival when Profile is blocked under any other block other than PAF | |
| PAF Reversal-Personal Reason, | Partner contacted for PAF reversal where Job was cancelled due to Personal Reason | |
| PAF Reversal-L1/L2/PSP/PPM, | PAF reversal contact for any other reason | |
| PAF Reversal-L3/L4/L5, | PAF reversal contact if Partne is at L3/L4/L5 | |
| Hub-Add/delete/change, | Hub change request from Partner | |
| Filter-Add/delete/change, | Filter change request from Partner | |
| Category-Add/delete/change, | Category change request from Partner | |
| City Change Request, | City change request from Partner | |
| Change Number/Email ID/Name/Profile Pic, | Partner contact for number /email/name/profile | |
| Leave Request, | Partner contacted for Leave request | |
| Rating Related Information, | Rating related information enquiry | |
| product score details, | Partner enquiring for Product Scanning score | |
| Vaccination Related Info, | Vaccination Related enqury | |
| Skill india certificate/other certificates, | Partner asking for skill india certificate or any other certificate | |
| Training related details, | Partner contacting for Training related informaton | |
| Night Creation Ticket, | Tickets tagged if created between 12:00 AM to 6 : 00 AM | |
| Update PAN/GST/Bank details, | Partner contacted to get their PAN/GST/Bank details updated | |
| General Insurance Info | Any contact related to Insurance | |
| Helper-Add/Remove/Delete | Partner wants to change helper | |
| Delay in profile approval, | Partner's profile pending for approval and currently in unapproved state | |
| PM/PL-Change, | Partner who wants to change his PM/PL | |
2.3 Profile- Tech related escalation | Lead notification issue, | Partner contacted for any lead notification related issues |
| Unable to start/ end job(tech issue), | Partners contacting in case unable to start and end job and its a tech issue | |
| Unable to pause job | Partner unable to pause job | |
| Unable to end job in cash | Partner contacted to get their job ended on cash | |
| Unable to raise estimate | Partner unable to raise estimate for any specific job | |
| Unable to upload POW, | Partner unable to upload POW | |
| App function/ feature issue, | Partner contacted to get information around his PPM metric | |
| GPS issue, | Partner facing any GPS related issues | |
| Selfie issue, | Partner facing issues while cliking job start selfie | |
| Unable to create invoice, | Partner who are unable to create invoice | |
| Rate card mismatch, | Partner unable to get correct SKU with correct price and prices are mismataching in Cx and PX App | |
| lead not visible on app, | Partner unable to see any specific job in App | |
| Product scanning Issues | Partner facing issues in scanning any product while working on a job | |
| Unable to mark calendar | Partner unable to mark calendar | |
3.1 PB - Pre-Order Placement Issues | Product Stockout feedback, | Partner contacted enquire about any out of stock product |
| Amt deducted order ID not generated, | Partners amount deducted while placing product order however order was not placed | |
| Unable to place order, | Partner facing issues while placing product order | |
| easy order not required, | Partner doesnt want easy order and wants the easy order to be cancelled | |
| product related feedback, | Partner contacted to share feedback for any specific product | |
3.2 PB - Post Delivery Issues | Damaged product, | Partner contacted to get refund for an Damaged Product |
| Defective product, | Partner contacted to get refund for an Dafective product(Example: Tshirt/Washbag stiching problem,Co Pilot and Clamp meter not functioning etc) | |
| Incorrect product, | Partner received Incorrect Product (For example : Received incorrect size of Tshirt/Washbag) | |
| Missing product, | Partner received kit with some missing products in the kit box | |
| Product MRP mismatch | Partner disputing for price mismatch (Received product has diff price in comparison with what shown in App) | |
3.3 PB - Pre-Delivery Issues | Delivery Status<7Days, | Partner contacted for their order which is delayed for less than 7 days |
| Delivery Status>7Days, | Partner contacted for their order which is delayed for more than 7 days | |
| Modify Order details/ address, | Partner want to modify order details or address for an placed order | |
| Undelivered showing as delivered, | Partner kit has been marked delivered however Partner has not received any order | |
| Pre-paid marked Cancel or RTO, | Partners order was marked as Return to origin and Patner has not received the order | |
| Need to cancel an order | Partner wants to cancel an placed order | |
4.1 On Job - Lead Info & Invoicing | Payment Confirmation/Clarification, | Partner contacted to get confirmation of payments done by customer or any payment related dispute and confusion between cusotmer and Partner |
| SKU Missing | Partner contacted to get clarity related to any SKU which is missing or unable to add that particular SKU | |
| Regenerate Invoice | Partner contacted to get their invoice regenerated for any particular Job | |
| Start Job OTP, | Partner to get start job OTP for any job | |
| Tools Left at Customer's place, | Partner contacted to connect with cusotmer in relation with his/her tools/belongs left at cusotmer's place while doing service | |
| Detailed Invoice Required, | Partner contacted to get detailed invoice for customer for any particular job | |
| New Booking - Revisit Required, | Cusotmer has created an revisit request however new request was supposed to be created from Cusotmer | |
4.2 On job - Partner led Cancellation | out of scope work, | Partner contacted for job cancellation for an Out of scope work |
| Stuck on previous job, | Partner contact on cancellation since Partner was stuck on a previous job | |
| Customer Behaviour Issue, | Job cancellation contact due to Cusotmer behaviour | |
| Accident/Vehicle Issue, | Job cancellation contact since Partner met with an accident or facing any vehicle related issues | |
| medical reasons, | Partner wants to cancel job due to some medical issues | |
| distant lead, | Partner wants to cancel job since received job is from far away location/hub | |
| weather issue | Partner wont be able to deliver job due to weather issues/heavy rainfall | |
| Commercial Location, | Partner doesnt want to deliver job due to customer location being an commercial location | |
| Pro cannot deliver- Personal reasons | Partner doesnt want to deliver job due to some Personal Reasons | |
4.3 On Job - Customer led Cancellation | customer not reachable, | Cusotmer is not rechable and Partner needs assitance in job cancellaiton |
| Customer plan change- Cancel/Reschedule, | Customer plan has changed and Partner wants to cancel or reshcedule job | |
| customer placed request by mistake, | Job cancellation requirement since job was placed by mistake from customer | |
| customer asking for extra/different service, | Job cancellation scenario since customer has asked for an different or extra services which was not asked for in the orginal request from app | |
| unhappy with quotation prices, | Job cancellation requirement since Cusotmer was not happy with the quotation given by Partner | |
| multiple bookings by customer, | Job cancellaton requirement since partner has multiple bookings created by customer | |
| preferred professional required, | Job needs to be canceleld since Customer is looking for some specific Partner who served cusotmer previously | |
| location or address not clear, | Job cancellation scenario where location or address is not clear | |
5.1 Critical Escalation - L3 | customer behaviour feedback | Select these taggings basis tags given , if Partner has highlighted some critical escalations and not feeling safe or highlighting any scenario which is not partner friendly, refer SOP for more context |
| insurance related support | ||
| medical reimbursement - accident related | ||
| verbal altercation | ||
5.2 Critical Escalation - L4 | Rape/Sexual assault, | |
| Severe Physical injury, | ||
| Death, | ||
| Suicide threat, | ||
| physical altercation, | ||
| pro/equipment detained, | ||
| theft, | ||
| Road accident/insurance, | ||
| partner protests, | ||
| Project Nidar(Domestic Voilence) | ||
5.3 Partner Non Contactable | Switched off, | Tag to be selected if Partner's number is switched and we are unable to connect with Partner |
| UC Number Blacklisted, | Partner has blocked helplines number and call being disconnected after 1 ring | |
| Not Answering, | Partner has been contacted multiple times and not responding to any calls | |
| Not connecting | Calls are not being connected, calls getting dropped when attempted |