Out of Scope/ Visited Cancellation- Appliances

Visited cancellations/Out of Scope

Out of scope cases are the cases which cant be delivered by any provider of that category.

Note: IF any partners belong to RWM in Delhi & Mumbai, and he follows the Visited cancellations flow (Out of scope flow) for job cancellation, no cancellations are allowed, and partner are advised to close the job at BPC.

Scenario 1: If any Partners reaches to us for the rating reversal of genuine OOS case closed at BPC, then Agent will verify the OOS ticket created by partner and fill the form for the rating reversal

Scenario 2 If partner reaches to us saying Customer does not agree to share start Job OTP/Customer not paying then agent will ask partner to create OOS ticket and job will be canceled post validation

What is Out of Scope ?

Out of Scope" ka matlab hai woh kaam jo service mein officially include nahi hai aur kisi bhi service provider ke liye deliver karna possible nahi hai. Yeh aise tasks hain jo company ke standard offerings ke bahar hain ya phir jo resources ya expertise ki requirement poori nahi karte
If Above condition found on case then tagged under :- Partner led cancellation >>Out Of Scope

Note: We are providing service to all appliances even at commercial place excluding commercial appliances.

Scenario	Out Of Scope
Out of scope	At Customer Location	Not At Customer Location	Commercial location Excluding Delhi, Mumbai, Hyderabad, Bangalore, Ahmedabad, Pune, Kolkata, Chennai
Step 1	Out of Scope + Commercial (Excluding RO) Live in these cities Delhi, Mumbai, Hyderabad, Bangalore, Ahmedabad, Pune, Kolkata, Chennai Step 1 : Partner must be at the customer’s location (or within 500 meters) Step 2: If the partner confirms that the work is out of scope, we will ask partner to create a ticket by following the steps mentioned below. Help>>Need Help with Job>>This Job is out of scope. Step 3: Once the ticket is created and confirmed, we will inform the partner that the concerned team will connect with them and park ticket for 3 hours. After 3 hours, we will call partner and close the ticket post getting confirmation of issue resolution.		If it's a commercial place and the partner is comfortable providing the service, we will guide the partner to provide the service. We will call customer and inform to cancel booking since this is commercial location. If customer denies ask to provide service
Step 2	Ask Partner to share images of the job which is OOS Ask partner to share a image showing the work that you are unable to deliver. Proof check is required via images. To upload the image, please follow this process: Help > Profile > App Issue > Upload Media > Select Image > Submit.	Not agreed to visit at location --We will also inform the partner that the cancellation will be marked against them and this will impact their profile metrics and cx exp will be hampered. --If the partner refuses to visit the location, we will guide them to update the status as 'Can't Deliver'. -- Agreed to visit at location -- Ask Partner to share images of the job which is OOS Ask partner to share a image showing the work that you are unable to deliver. Proof check is required via images. To upload the image, please follow this process: Help > Profile > App Issue > Upload Media > Select Image > Submit.	If pro agrees then he can continue with the services.
Step 4	Ask Customer to cancel the booking --If the work cannot be done, we will call the customer and ask them to cancel the booking from their end under 'Incorrect service booked.	Ask Customer to cancel the booking --If the work cannot be done, we will call the customer and ask them to cancel the booking from their end under 'Incorrect service booked.	If pro denies then ask pro to cancel under can't deliver.
Step 4	If the customer refuses to cancel Ask partner to cancel the booking yourself under 'Pro Cannot Deliver'. The process is: Help > Pro Cannot Deliver > Watch the video > Cancel Job.	If the customer refuses to cancel Ask partner to cancel the booking yourself under 'Pro Cannot Deliver'. The process is: Help > Pro Cannot Deliver > Watch the video > Cancel Job.	PAF will be reversed post validation at the time of training or review date.
Step 5	We need to check if the cancellation has been marked against the partner then we will follow the Genuine PAF SOP. If pro is found not to be at fault his cancellation will be reversed at the time of training or review date.	We need to check if the cancellation has been marked against the partner. then we will follow the Genuine PAF SOP. If pro is found not to be at fault his cancellation will be reversed at the time of training or review date.
Tagging : 4.2 On job - Partner led Cancellation < Out of scope

Out of scope work- Request pre canceled by partner,

Sir, humari request hai ki jab bhi koi job aapke paas aaye, toh please usse complete karne ki koshish karein. Agar kabhi koi job aapko lagta hai ki out of scope hai, toh uske liye aapko customer location par jaana hoga. Jab aap uss jagah ke 500 meters ke andar pahunch jaayenge, tab aapko app mein Out os scope 'ticket banane' ka option milega.
Uske baad hamari team aapke saath Zoom call par connect karegi, taaki yeh validate kiya ja sake ki job sach mein out of scope hai ya nahi. Agar job OOS hai toh hum apki cancelation me help krege and us booking ko bina PAf ke cancel krdege. Aur ye booking apke MG plan mai b count nhi hogi. Aap par koi cancelation bhi mark nahi hoga.
Isse transparency bani rahegi aur aapka support process bhi smooth ho jaayega. Aapka cooperation bahut hi important hai.

Flow to create OOS Tickets: