Customer Not Paying
| Scenario | Customer not Paying | ||
| Customer not Paying | EPC | ||
| Possible scenarios | Service delivered- CX denied to pay | Service deliverd- cx paid partial amount | CX denied to pay |
| Step 1 | We will ask about booking time Go through partner profile and search it by booking date & time | We will ask about booking time Go through partner profile and search it by booking date & time | We will ask about booking time Go through partner profile and search it by booking date & time |
| Step 2 | Call customer to validate further about payment | ||
| Scenario 1: CX is not responding | If there is no response from the customer, we will call them from our end. If there is still no response, we will inform our partner that we can only refund the credit value. We will guide our partner to end the job , following these steps: Ongoing Job >>Scroll down >>Select No hammer option >>Select No Work done option >> Click to end job This flow is only applicable if the partner have not share estimate with the customer We will call the partner twice a day, and in each attempt, we will call the customer twice. A reminder needs to be set for every 2 hours. We will fill lead value Form & Response Sheet keep ticket pending for 24 hours | If the partner has received any partial amount from the customer, we will check the partner's loss using the Loss Calculator If the loss is greater than 50%, we will refund the partner's credit value by filling out a form and keeping the ticket pending for 24 hours. | If there is no response from the customer, we will call them from our end. If there is still no response, we will inform our partner that we can only refund the credit value. We will guide our partner to end the job , following these steps: Ongoing Job >>Scroll down >>Select No hammer option >>Select No Work done option >> Click to end job This flow is only applicable if the partner have not share estimate with the customer We will call the partner twice a day, and in each attempt, we will call the customer twice. A reminder needs to be set for every 2 hours. We will fill lead value Form & Response Sheet keep ticket pending for 24 hours |
| Scenario 2: Customer responded and agreed to pay | Try to convince the customer to make the payment during the call. Ask him to pay using the link via app. If customer has seletced online post service option/COD then ask customer to pay directly. If the customer is facing any issues while making the payment, guide them to raise a ticket with their helpline by following these steps: Customer Profile>>Help Center>> Select the booking>> Chatbot will create ticket We will keep the ticket pending until the partner receives the payment from the customer. If the customer does not make the payment and continues to give commitments, we will pitch a credit value refund to the partner and fill out the form. | ||
| Scenario 2: Customer responded and denied to pay | If the customer refuses to pay the amount, we can only refund the credit value to the partner. We will fill out the form and keep the ticket pending for 24 hours. | If the loss is greater than 50%, Then we will refund the lead value. | If the customer refuses to pay the amount, we can only refund the credit value to the partner. We will fill out the form and keep the ticket pending for 24 hours. |
| In case customer is saying he will pay post refund. Post 7 days/post refund | We should call customer twice daily for 2 days ( one attempt should be done in non working hours) and in case customer is still unreachable, we should pitch for lead value refund. No case to be kept pending for more than 9 days | ||
| Important Point | Important We will not issue a refund for the lead value if the lead value is 100 credits or more in case the partner has partially delivered the service, and the customer has made a payment for that partial service. | ||
| Tagging | 1.2 Money - Payout Issue>> Customer not paying | ||