Revisit Work Related Info

What is a revisit job ?:
When customer feels work is not done properly then CX can create revisit within warranty period
What is a SME revisit job ?

When the issue is not resolved and second revisit is created which is then delivered by the SME partner.

	Scenario	Check Points	SOP
1	Revisit created but CX cancelled	Check: 1. If Pro had any discussion with customer , and PX denied for the job or Shared his personal no with CX then Partner is at fault.	Applicable for both the cases:(Either PX reached customer location or CX cancelled the revisit before booking time BT ) Case1: PAF or penalty not marked , IR will not trigger , We can close ticket by telling partner that this will not affect in any case Case2: PAF and Revisit Penalty both are marked Step 1: Check if genuine PAF, tell partner that this can not be reversed because CX faced bad experience due to Partner. Agent to check the call recordings and speak to the customer. If partner is at fault then PAF will not be reversed Step 2: Check if not genuine PAF, fill the paf and penalty reversal form
2	Revisit created , Work not required	While PX is cancelling, PAF and penality will be notified immediately	Step 1: Agent need to speak with customer and request him to cancel the booking by selecting "Placed Revisit by Mistake", IF CX agree then close the ticket Step 2: If CX is un-responsive or does not agree to cancel the revisit booking, then ask partner to cancel booking at his end and IF PAF/Penalty is marked then follow next step Step 3: Check if not genuine PAF, fill the paf and penalty reversal form
3	Revisit created, new work is required, but CX denied for the new work	While PX is cancelling, PAF and penalitiy will be notified immediately	Step 1: Agent needs to ask the partner to create estimate then estimate will be routed to the Trainer and Trainer will speak to the Partner and customer and explain why new work is required. Step 2: If CX is not agreeing to add new SKU, Agent ask CX to cancel the booking by selecting "Issue resolved", If CX agree then close the ticket Step 2.a: if CX not agreeing to cancel, Ask partner to cancel booking at his end and IF PAF/Penality is marked Step 2.b Check if not genuine PAF, fill the paf and penalty reversal form
4	Revisit created, but PX denied the job/No Show/Poor service offered	Checks: If partner didn't try to contact CX PX is unresponsive to CX Poor service offered in revisit job	Partner will be marked with PAF and penalty of 60% of total original invoice will be deducted from next payout Ask partner that this can not be reversed because CX faced bad experience due to Partner
5	For Any issue related to payment		Refer to Revisit Payment SOP, and follow the tagging mentioned in revisit payment SOP

Tagging

Tagging:

1.3 Money-revisit issue : revisit work related info - For any issue other than revisit payment related information

1.3 Money-revisit issue : SME Revisit - Payout issue - For missed SME Revisit payment

1.3 Money-revisit issue : Non-SME Revisit - Payout issue - For missed Non-SME Revisit payment