Unable to start new job

Unable to start new job

Note 1: - Without customer confirmation, we will not bypass the location. We will educate our partner not to keep jobs pending for more than 48 hours, as this may result in delays in starting new jobs.

Note 2: -    If the partner belongs to RWM in Delhi & Mumbai or Television partners in Delhi, partner needs to visit location to start the job, share the estimate and end the job

1. Unable to start new job due to previous pending booking 

This situation arises when a partner has previous booking pending/open state, then partner will be unable to start his next job 

Agent should ask partner about current job booking date & time, and verify if any previous job is pending 

Scenarios: -

A.  Partner is not able to start the job, because he kept the previous booking pending as he couldn't end job at Cash and left the location

When partner is not able to end the job at Cash when pending arrears is > Rs. 2000 and 48 hours has been passed, then he cannot start next job

Step 1:  Ask partner to make the arrear payment of the previous job which is pending and follow the SOP How to end job on cash? Ask TL to end job immediately

Step 2: Tell Partner to start the current job when it's started the close the ticket 

B.  Partner is not able to start the job, because he kept the previous booking pending due to any emergency/personal reasons 

Due to emergency/personal reasons partner kept previous booking pending so he is not able to start his new job

Step1: Agent should guide partner to cancel his previous booking which is pending for more than 48 hours under "Pro can't deliver" reason

Step2: Post cancellations, ask the partner to start his current job, when started the close the ticket

Step 2.a: If during the cancellation, partner marked with PAF, and he is challenging the PAF, follow the GENUINE PAF SOP, If form fill is required then park for 4 hours, when reversal is done, inform partner and close the ticket

C.  Partner is not able to start the job, because he kept the previous booking pending (Eithe due to customer reason/Customer plan change

Due to customer issue partner kept booking pending for more than 48 hours, so he is not able to start his new job

Step1: Agent should verify that any job is pending for more than 48 hours, and call the customer to cancel or reschedule 

Step2: If Customer is unresponsive/denied for cancellations or reschedule, ask partner to cancel the previous job, which is pending for more than 48 hours under "Pro can't deliver" reason

Step 3: Follow the GENUINE PAF SOP and park the ticket for 4 hours, when reversal is done, inform partner and close ticket

C.  Partner is not able to start the job, because he kept the previous booking pending due to ongoing work

Step 1: Inform partner that IF work is ongoing for any job, then choose the pause option

Step 2:  Guide partner to go to the previous job and follow the How to PAUSE previous PENDING JOB to start new JOB and close the ticket

2. Unable to start new job due to location mismatch/ away from customer's location 

Partner is not able to start his job when then is mismatch between customer selected location and actual location OR partner has agreed to do job when location away from selected location

Step 1: Agent will verify with partner that he has reached the actual location of customer 

Step 2: Ask the Partner to request Customer use Click -->> Allow to Start the job form other Location from Customer App (My Bookings--->Allow Job), 

if Customer is not available or denied using the "Allow job" option then 

Step 2: 

Connect with your available supervisor to bypass location (Partner need to click on marked arrived) then Partner will be able to start the job or even Partner can ask the customer to allow the same from the customer APP

How to Bypass: - Open Request page of the customer for which location has to be bypassed>>Click on Action>>Allow job from diff location

Tagging:- 2.3 Profile- Tech related escalation--Unable to start job due to incorrect location

3. Unable to start new job due to OTP issue

Step 1: - Partner needs to enter the last 4 digits of the customer's registered mobile number on the app to start the job.

On Going--->Request ---> Help Option (Top Right) ---> Get Start Job OTP ---> Enter last 4 digits of customer mobile number

--->Partner will get the OTP

Step 1.a:- If partner is at customer location and someone is available from customer side, we will confirm the details. Once confirmed agent will share the start job OTP with the partner from "Request Page--> Request-Customer Info--> Customer Information" and bypass the location to enable the partner to start the job. 

Tagging:- 2.3 Profile- Tech related escalation--OTP

3. Unable to start new job due to Tech Issue in partner's app

Case when partner is at customer location and want to start his job but finds any kind of error in his app (like something went wrong or blank screen) 

Raise it on slack with screenshot of the error Tag Danish Hassan

Ask Partner to go to Help center in Partner App>> Profile>>App issues (here Partner can upload screenshot)

Tagging:- 2.3 Profile- Tech related escalation--Unable to start/ end job(tech issue)