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  3. Customer led cancellations/Plan change/ Customer ask to Cancel/Reschedule

Customer led cancellations/Plan change/ Customer ask to Cancel/Reschedule

Customer led Cancellation Scenarios: - 


When Partner is not at location

Location address not clear
OR 
Mismatch between UC Partner App location and customer actual location		Case 1: When Customer is not responsive 
1. Agent will also call customer and if unresponsive, ask partner to reach customer's location shown on his app and follow the
Customer not reachable SOP
Case 2: When customer is responding and partner not willing to do the job on correct location 
1. Call customer to cancel the job and book with correct address
 2. If customer is denying for cancellation, then ask partner to cancel the job using "Pro can't deliver the Job" 
2.a : check if PAF if not marked then close the ticket
2.b: IF PAF is marked fill the PAF Reversal Form and park the ticket for 4 hours, when feedback is received then inform partner and close the ticket
Case 3: When customer is responding and partner is willing to do the job on correct location 
1. Ask partner to reach to correct location provided by customer and start his service 
Tag: -  4.3_on_job_-_customer_led_cancellation-->location or address not clear
Customer wants service at other location
Service needed at other time 
Customer placed request by mistake
Require preferred partner
Other reasons when customer don't want service		1. Agent should call the customer and customer to cancel the Job request and create new job Request
1.a If Customer want the service from same partner than ask partner to share his visiting card to customer 
2 Agent should call the customer, and if customer is un-responsive or don't want to cancel/rebook the job
3 Ask partner to cancel the job on "Pro can't deliver the job" and check if PAF if not marked then close the ticket
4. IF PAF is marked fill the PAF Reversal Form and park the ticket for 4 hours, when feedback is received then inform partner and close the ticket 
Tag: - 4.3_on_job_-_customer_led_cancellation-->Customer plan change- Cancel/Reschedule
Customer not reachable/unresponsiveFollow the Customer not reachable SOP 
 Tag: - 4.3_on_job_-_customer_led_cancellation-->Customer not reachable


Partner reached at Location 

Scenarios Job Not StartedJob Started 
Didn't like the estimate quotation 
1. Agent should request customer directly and convince him that UC has dedicated expert team for Estimate and guide customer to start the job and connect with UC expert, if customer agrees, and job started then follow Job Started SOP--------->
2. Customer agrees for cancel then wait for the customer to cancel the job once the job is cancelled, please inform the Partner and close the ticket.
Step for CX to cancel the job:
My Bookings > Select Booking > Go to bottom > Click on cancel< Select (Incorrect Service booked/ Service needed at other time) > Click on cancel
2. Customer disagrees for cancel then we can route the ticket to visited cancellations flow cases for the cancellation and close the ticket
3 In case partner has cancelled the job by own under "Pro can't deliver" then follow below
3.a. If PAF marked, then we need to fill PAF Reversal Form (Remarks to be mentioned: customer denied for service due to high quotation price) and ensure that the PAF is reversed. 
3.b Once the PAF is reversed then inform the Partner and ask Partner to check reversal of the PAF, then Resolve the ticket
1. Ask Customer to connect with UC expert, Guide Customer follow My Booking page> "Instant help from UC Expert" and connect with UC Expert, if customer agrees then inform the same to the partner and resolve the ticket [Pitch to be added for Agent/Customer]
2. If customer is still not satisfied with the quotation from UC Expert, then we can ask Partner to end the job on visiting charges and collect visiting charges from customer.
2.a If customer disagrees to make make payment for visiting charges then Fill Lead Value Refund form (All in One form) for Lead value refund
Customer selected wrong SKU
Unexpected services		1. We can ask customer to cancel this job ,
1.a  Customer agrees then wait for the customer to cancel the job once the job is cancelled please inform the Partner and close the ticket.
Steps for CX to cancel the job :
My Bookings > Select Booking > Go to bottom > Click on cancel< Select (Incorrect Service booked/ Service needed at other time) > Click on cancel
2. Customer disagrees for cancel then we can route the ticket to visited cancellations flow cases for the cancellation and close the ticket
3 In case partner has cancelled the job by own under "Pro can't deliver" then follow below
3.a. If PAF marked, then we need to fill PAF Reversal Form (Remarks to be mentioned: customer denied for service due to high quotation price) and ensure that the PAF is reversed. 
3.b Once the PAF is reversed then inform the Partner and ask Partner to check reversal of the PAF, then Resolve the ticket


Tagging: 

4.3_on_job_-_customer_led_cancellationcustomer plan change- cancel/reschedule


Note: Please close the case post complete resolution i.e., either when customer and partner agrees for delivery of booking or post reversal of PAF if pro is not at fault.