Genuine PAF SOP

Large Appliances (RWM) Delhi, Mumbai, Hyderabad and Kolkata: (New update)

No form will be filled for the PAF reversal for Large Appliances across India. Agent needs to guide partner that if Rank is changing then auto batching slot will be booked and if the partner is not at fault, then it will reverse during the 1o1 training with trainers. Agent should not commit for the reversal.

Current TAT for PAF reversal is 24 Hours:

What is PAF: When a partner does a no show and system identifies partner is at fault then he is penalized for the cancellation which is counted as a PAF

PAF challenge: In instances where a partner is marked with PAF due to system limitations, but subsequent validation confirms that the request was cancelled/rescheduled due to a customer-related reason and the partner was not at fault, then PAF may be formally challenged by the agent through the submission of a PAF Reversal Form only when validation confirms. Most importantly, agents are required to follow mandatory checks outlined below to establish conclusion that the partner was not at fault.

Check 1: Listen the customer and Partner recording and chat details. Refer Customer request id>>Call/chat details

Check 2: Check creation time, booking notified time, booking accepted time and Booking time (BT)

Check 3: Cancelled/rescheduled details (Booking time, cancellation time, cancelled by)

Visit Provider Profile>>Logs>> Cancellation Logs>> Search for RequestID (CTRL+F)>> Refer the 2nd column cancelled/rescheduled details (If Automated is mentioned then consider it is done by Partner)

Check 4- Partner Location Reach Status:
Important: Req canceled/rescheduled within Bt+30 mins
If booking, got canceled /rescheduled before Bt+30 mins then we will always call the customer for further validation irrespective of partner arrival at location.
Req canceled/rescheduled post Bt+30 mins

Check 4.a When booking is Cancelled/rescheduled and partner confirms that he/she has left the location, To validate if the Partner was at location or not, agent will listen the CX_PX communication. If there is no CX_PX communication on reach status, then agent will follow the Partner VOC, either he reached at location in BT+30 mins or after Bt+30 mins.

Check 4.b If it is clear from above checks that partner agrees that he was not at location within BT+30 no form will be filled. Agent will inform partner that he/she is at fault.

Check 4.c If Partner VOC say that he was at location within BT+30 mins then agent will call the customer and will ask if partner reached at location within BT+30 min.
-->If Customer agrees that he/she was at location, then agent will probe further for the actual reason of cancellation. If the request was cancelled due to customer reason, then form will be filled

-->And if customer says partner did not reach the location within BT+30min then no form will be filled. Agent will inform partner that he/she is at fault.

Check 4.d: When booking is cancelled/rescheduled and partner confirms that he/she is at location, to validate if the partner is at location or not, agent need to refer below

Refer>> Request_Customer_info>> scroll down to select track location

If the partner is at location, then agent will call customer

-->If Customer agrees that he/she was at location, then agent will probe further for the actual reason of cancellation. If the request was cancelled due to customer reason, then form will be filled

-->And if customer says partner did not reach the location within BT+30min then no form will be filled. Agent will inform partner that he/she is at fault.

Important 2. Customer had requested the service at a different time (other than the original booking time) and the partner had agreed to it, then calling the customer may be necessary to validate the case.

Important 3:

Customer Calling process to Follow: If the agent has attempted 2 calls to customer and customer is not reachable/answering, the agent should park the case for the next 2 hours. After this period agent will make 1 more attempt and the customer either confirm the partner was not at fault or remains CNR, the agent should proceed to fill out the PAF Reversal Form

Check 5: Verify the details of old/new request id if created

Check 6: Check the escalation ticket (Partner/customer helpline ticket; Tns ticket, Noshow/No response ticket)- Notes and chat details if any mentioned

Check 7: if required, also visit Urban company website, enter the customer location and search for the SKUs booked (For incorrect package scenarios)

Check 8: If all checks conclude that partner is not at fault, agent will check the High Disintermediation Superset table before filling the reversal form.

Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons

2. When partner has requested customer to deliver service at different time other than BT and customer agrees, but later on this booking got cancelled/reschedule by either customer or partner, then we will consider that time change request by partner is primary reason for cancellation, partner will be marked with PAF and no reversal challenge will be raised. AND If customer has requested partner to deliver service at different time other than BT and partner agrees, but later on this booking got cancelled/rescheduled by customer anytime, agent will follow the customer calling for confirmation and if it is validated then agent need to challenge the PAF and fill the FORM

Process to Park/Close the ticket:

A. When agent validates that partner is not at fault: Agent will challenge the PAF by filling PAF reversal form and park the ticket for 4 hours and wait for the remarks in the response sheet. When remark is received, inform the partner and close the ticket

Tagging: 2.2_profile-_profile_related_escalation>>PAF reversal l1/l2/PPM/PSP

(Note: - If PAF team rejects the challenge then close the ticket with tag PAF reversal-Personal reasons)

B. When mandatory check suggests that partner is at fault then communicate the partner's fault very clearly and close the ticket

Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons

Rechallenge:

If the PAF team rejects the reversal challenge, but the agent believes the rejection reason is not valid—whether due to additional validation, strong evidence, or the partner is adamant —the agent must first discuss the case with their respective TL/QA. Upon TL/QA’s approval, the agent should escalate the matter by raising it on Slack and tagging, Shraddha Mishra(shraddhamishra@urbancompany.com) for further review and also add remarks in PAF Reversal Form (Column X "Rechallenge remark")

Scenarios when PAF may be challenged

Partner VOC	When to fill the form/reversal	What to check before filling the form/reversal ?
CX placed request by mistake	1. Customer placed duplicated booking 2. Customer placed multiple bookings 3. Customer not aware about the auto-rescheduled booking 4. Partner received auto-rescheduled booking but customer not ready to take service	1. Calls/chats details 2. Customer request history 3. Old and new request_ids( If available) 4. Follow the customer calling step (If required)
Customer booked incorrect SKU	When Checks concludes that 1. CX booked incorrect SKU 2. Different/wrong package or category 3. Actual service requirement is different (CX booked for classic but asking for premium service)	1. Calls/chats details 2. Customer request history 3. Old and new request_ids( If available) 4. Ticket history and notes 5. Check if any rescheduled booking is delivered by another partner, confirm with new partner if he delivered for same price 6. Visit urban company website(Refer Mandatory Check 7 ) 7 . Follow the customer calling step (If required)
Customer ask for additional service	1. When customer asks for additional services but partner is not ready to accomodate additional services because he has other booking	1. Calls/chats details 2. Check for booked packages 3. Ticket history and notes 4. Follow the customer calling step (If required)
CX Unhappy with quotation	1. Customers are not ready to pay as per rate card. 2. Customer not ready to pay for spare parts. 3. Customers are not happy with the total charges.	1. Calls/chats details 2. Check for booked packages 3. Ticket history and notes 4. Follow the customer calling step 5. Mandatory: Agent need to verify with customer if SKU rate on quotation is same as UC rate card and CX is asking for lesser amount
Customer want service later	1. Customer doesn’t want service at all due to unavailability 2. Customer unavailable, wants different time; provider disagrees but agrees on negotiated time 3. Customer unavailable, wants different time, and provider agrees. 4. Customer unavailable at booking time, wants different time, but provider disagrees or doesn’t acknowledge	1. Calls/chats details 2. Check for booked packages 3. Ticket history and notes 4. Follow the customer calling step (If required) 4. Also validate exemptions checks
Customer wants preferred professional	Cx cancels the booking as he wants a diff/pref pro to be assigned on booking and pAF is marked on pro	1. Check call recordings/Chats through chat/call details 2. confirmation with the customer 3 Check after rescheduling other partner deliver service or not 4 if delivered then confirm with that partner also
Customer not reachable	When Partner is reached to HC for CNR and Job is open/not cancelled : follow the CNR SOP	If Partner reached for CNR and job is cancelled and want to reverse the PAF 1 . Verify if partner has followed the CNR SOP 2. If Yes, Raise for the reversal 3. If No, then tell partner to follow the SOP next instances

Out of scope	If a job is out of scope and the partner is unable to deliver it, and PAF is marked. To check out of scope case refer OUT OF SCOPE SOP If Partner has not created ticket for Out of scope scenario via This job is Unsafe flow then PAF will not be reversed and Form should not be filled	1 Check call recordings/Chats through chat/call details 2 Check ticket logs if any ticket has been created. validate notes. 3 If details not found then call customer and confirm
Incorrect address Location/gate entry related Issue Different hub booking	When it is clear from the mandatory check that 1. Customer made a mistake in entering the address or location and has acknowledged the same 2. Confusion or discussion around the customer’s location/address but was not resolved. 3. Provider was not allowed to enter due to society rules or by the security guard etc. 4. Booking received from different hubs 4. Exclusive leads received outside primary hub and request is not rebooking	1. Calls/chats details 2. Old and new request_ids( If available) 3. Ticket history and notes (No Show tickets/No response tickets) 4. Check if the booking was received from previous hub/different hub 4. If the partner states that the customer is requesting service at a different location, click on 'Geographical Coordinates' under the Request ID to open the map and view the service address on the dashboard. If the new location is different and the partner refuses to provide the service, we will fill out the reversal form. 5 If two locations or PIN codes have been captured by default, or if the customer has added an incorrect address causing the professional to be unable to reach the location, we can check for any No-Show (NS), Not Reachable (NR), or customer escalation tickets related to the address issue. 6 If the booking is from a different hub, we will check the request ID hub under the customer's request ID in the field named 'Hub Name.' If the partner's hub and the request hub are different, we will fill out a form.
Customer wants preferred professional	Cx cancels the booking as he wants a diff/pref pro to be assigned on booking and pAF is marked on pro
On job-Product issue	If at customer location there is breakage in machine there customer cancels the booking in partner reason	1 Check call recordings/Chats through chat/call details 2 confirmation with customer 3 check tickets of helpline
Cx place is risky	If there is risk at customer location- for eg-outdoor height area service	1 Check call recordings/Chats through chat/call details 2 confirmation with customer 3 Check after rescheduling other partner deliver service or not 4 if delivered then confirm with that partner also
Electricity /water not available at customer location	1. Customer mentions power cut or electricity issue at their place.	1 Check call recordings/Chats through chat/call details 2 Confirmation with customer
Customer want more men power	If customer want service with more than 1 helper and partner denies for same, PAF will be marked	1 Check call recordings/Chats through chat/call details 2Confirmation with customer 3 Check after rescheduling other partner deliver service or not 4 if delivered then confirm with that partner also
Product issue or product got delayed from UC	If partner place order and is delayed from UC end then customer cancels the booking in partner reason	1 check partner product history 2 Asking for the Screenshot of product expecting date 3 Check tickets if any raised in help center
Customer booked incorrect Category	If a customer places a booking under wrong category.	1 Check call recordings/Chats through chat/call details 2 confirmation with customer about the service 3 check customer history
Filter not tagged	If filter changed by business team without partner confirmation	1 check customer package 2 check partner filter history //tagged or not
Cx - Behaviour issue	If customer has a behavior issue and partner is not comfortable serving this partner	1 Check call recordings/Chats through chat/call details 2 confirming the situation from the customer and Partner
Unrepairable Appliance	Appliances which is very old and cannot be repaired and customer/partner cancels under partner reason	1 Check call recordings/Chats through chat/call details 2 Conformation with customer 3 Check escalation tickets if any raised in help center.
Brand parts not available in the market (Where OOS flow is live)	If a particular brand part is not available in the brand store/market Partner has to visit at customer location and OOS ticket for Validation	1 Check call recordings/Chats through chat/call details 2 Check escalation tickets if any raised in help center.
Brand parts not available in the market (Where OOS flow is not live)	If a particular brand part is not available in the brand store/market Partner has to visit at customer location and OOS ticket for Validation	1 Check call recordings/Chats through chat/call details 2 Check escalation tickets if any raised in help center. 3. Ask partner to upload the image of appliances in chat with Customer
Commercial location	If a partner receives a booking other than split AC & Window AC on commercial location then partner can opt out to do the job and PAF will be reversed	We will provide service to customers who have window and split AC even at commercial location. Pls guide the partners to provide the service if customer has window or split AC.

If pro is NOT at fault and cancelation incorrectly marked then we will fill the form and park the ticket

verbiage: Humne aapka profile check kiya aur humein validate kia ki aapki koi galti nahi hai, isliye hum is matter ko apni team tak escalate kar rahe hain taaki ye aur validate ho sake aur accordingly reverse kiya ja sake

If pro is at fault and cancelation is correctly marked then we will inform the same to the partner and close the ticket,

Verbiage : Humne check kiya ki aapne booking apne personal reason ke wajah se cancel ki thi, isliye aap reversal ke liye eligible nahi hain. Aage se dhyaan rakhein ki company aapko sirf 4 exceptions deti hai, toh bina zarurat ke cancellations avoid karein. Isse aapki metrics pe asar padega aur overall customer experience bhi impact hoga.

NOTE:-

If post validation partner is not at fault, then agent will fill outPAF REVERSAL FORM for genuine reversals and keep the ticket pending for 4 working hours. The PAF Team operates from 7:00 AM to 10:00 PM. The TAT will be 4 working hours, aligned with the PAF Team’s working hours. New Response Sheet

Genuine PAF reasons-

Scenarios	Pitch
PAF reversal: Personal reason	Sir aap apni suvidha ke hisaab se calendar mark karte hain, aur usi basis par apko bookings di jaati hain. Hamari bas yeh request hai ki agar aapne job accept ki hai, toh please service zaroor complete karein. Humein pata hai kabhi-kabhi emergency aa jaati hai, jiske chalte service dena mushkil ho jaata hai — aur uss situation ko hum samajhte hain jiskeliye apko har cycle me xx chances diye jate hai. Ye isi liye diye jate hai ki aap inhe emergency situation/personal reason me use kr sake. Yeh cancellations aap emergency ya personal reasons ke liye use kar sakte hain, lekin koshish karein ki inhe sirf genuine emergencies ke liye hi rakhein.
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.
CNR sop not followed-Asking for reversal	Sir / maam - Humne aapki suvidha ke liye "customer not reachable" flow live kiya hua hai. CNR process ke steps yeh hai ----> 1. Customer location pe pahonche (location ke 500 mtr ke andar). 2. Booking Time se na toh pehlle aur na hi aadhe ghante baad. 3. Customer ko 2 baar call karein 10 minutes ke gap mei, call poori honi chahiye and apne end se disconnect mat kariye. Yeh steps aapne agar follow kiye hai toh aap pe PAF nahi mark kiya jaayega. Agar aapki CNR limit iss mahine ki over ho gayi hai ---> Iss case mei aap customer location pahonch ke agar CNR process follow karte hai aur fir "Can't deliver service" reason pe cancel karenge job ko toh aap pe PAF mark nahi kia jaayega
Weather issues	Sir, humein pata hai ki kabhi-kabhi weather issues aa jaate hain, aur unhe pehle se predict karna mushkil hota hai. Lekin hum aapko yeh batana chahte hain ki UC aapko 3-4 emergency cancellations ka option deta hai. Aap in cancellations ka use kar sakte hain bina kisi tension ke — isse aapki metrics par koi impact nahi padega aur aapki profile bhi safe rahegi.

Reasons
1- Out of scope /Commercial (Pro didnt visit location)

No- Reversal cases

2- Weather issue
3- Demise in Family
4- Personal/Family health issue
5- Stuck in previous job
6- Phone not working/lost
7- Vehicle issue
9-Px cancelled the job due to training setup by central team
10- No reversal in Customer Unreachable- If steps are not followed
11- Pro has shared personal number with customer

Genuine PAF SOP

Genuine PAF reasons-

Reasons1- Out of scope /Commercial (Pro didnt visit location)

Reasons
1- Out of scope /Commercial (Pro didnt visit location)