Customer is Unreachable / Not able to contact Customer

Important Note: Please ensure, ticket will be closed only once PAF is reversed if pro is not at fault

Customer Not Reachable
Before Booking Time
Partner want Booking Confirmation/or want to know the scope of work	1. We will call customer and schedule a conference between customer and partner.
	2. If customer is not responding then we will guide partner to visit at customer location during BT, Keep the tickets pending till BT and guide partner to follow
	3. Partner must be at the customer’s location (or within 500 meters).
	5. Partner must make two complete calls with a 10-minute gap (BT-10 to BT+30).
	6. Each call should ring for at least 30 seconds before updating as CNR.
	If still customer is not responding then ask pro to cancel under CNR, Guide the partner to cancel the booking via: Partner App > Ongoing Job > Customer Request > Help > Select 'Customer unreachable' > Cancel Job.
Point to remember	-->In case partner cancel the booking in pro can't deliver after BT+30 min PAF will be marked which can't be reversed -->Partner can only cancel the booking in CNR two times in a month
Cancelation Limit Policy	1. A partner can only cancel bookings in CNR twice a month. 2. Cancellation fees are paid only twice per month. 3. If cancellation attempts exceed limits, guide the partner to mark "Pro Can’t Deliver." and PAF will not be marked if above is sop is throughly followed
Partner Marks CNR but Receives a Fresh Booking from the Same Customer or receiving the Same Customer Booking After Cancelling in CNR	1. If the partner previously confirmed that the customer is not at the provided address, no need for another visit. 2. If the customer does not answer, instruct the partner to mark "Pro Can’t Deliver." 3. Trainer will remove the cancellation post-verification. We will fill PAF reversal form in such cases. Things to Check: - Previous CNR instances for the same customer. - Whether the customer has received services at the same address before. - Customer history of canceling bookings at the same address. 1. If a booking is auto-rescheduled to the same partner, inform them that marking "Can’t Deliver" again will result in PAF we will follow genuine reversal PAF SOP.

Customer Not Reachable
At Booking Time
Partner is at location	Agent to keep track of partner location through customer request ID to better help partner for further :-
	Req ID > Scrool down > Select ( Track location )> Map will be show - where partner current location will update
	1. We will call customer and conference between customer and partner.
	2. If customer is not responding then we will guide partner complete CNR process :
	3. Partner must be at the customer’s location (or within 500 meters).
	5. Partner must make two complete calls with a 10-minute gap (BT-10 to BT+30).
	6. Each call should ring for at least 30 seconds before updating as CNR. "If still customer is not responding then ask pro to cancel under CNR, Guide the partner to cancel the booking via: Partner App > Ongoing Job > Customer Request > Help > Select 'Customer unreachable' > Cancel Job.
	Tagging : Tagging : 4.3 On Job - Customer led Cancellation < customer not reachable

Cancellation fees/CNR fee are paid to all partners only twice per month.

FBCE: root request has NR (No Response) or NS (No Show). Then, in such cases, the customer is not charged a cancellation fee.

If the root request has NR or NS, the partners will not receive the cancellation fee.

For the CNR fee structure, click here.
Query to check how many times partner cancel booking in CNR

Query to check partner is at customer location or not

Important Note: In CNR cancellation fee cases, if the booking is canceled a second time, the cancellation fee is not received.

How to check if the partner has reached the customer location:

Open the partner ID.
Go to Logs > Cancellation Logs.
Search for the Customer ID.
Look for "Customer location reach" status:
- If it shows "Yes", the partner is at the location.
- If it shows "No", the partner is not at the location.

This status will only be updated at and after the booking time.

If a customer call goes to voicemail, the partner can disconnect the call after 35 seconds (If it is not disconnecting automatically) and follow CNR process as per SOP, cancel the booking in CNR and the PAF will not be marked. If partner is unable to update CNR after following all checks of CNR process then we will fill bug and tag Danish