unable to start/ end job(tech issue) |
At Customer Location |
We will ask about booking time
Go through partner profile and search it by booking date & time |
If Partner is Unable to Start a Job, Because Location is Mismatching -
-->Call customer and check if partner is at location. Then guide customer to allow partner to start the job by following steps mentioned below.
-->My Bookings>Help>Partner cannot start his job>Approve to start job another location
--> If customer is not able to do step then ask their TL to bypass and allow to partner to start job (without customer confirmation we will not bypass the location) |
--> We call customer and confirm weather service has been completed or not
--> If the customer picks up the call and confirms that the work is completed and service has been delivered, we will bypass the location check.
--> If the customer is not reachable, we will keep the case on hold and attempt 3 follow-up calls with a 2-hour gap between each attempt.
--> Even after that is customer is unresponsive then we won't be able to able to commit much help and will ask partner to cancel the job under pro can';t deliver.
--> We will not reverse the PAF as it's partner issue that he didn't start the job on time.
Important Note: If the partner is unable to end the job, we will ask the partner to visit the customer’s location. Only after reaching the location will they be able to end the job. After informing them about this, we will close the ticket. |
--> If the customer is not available on call, we will ask the partner to transfer the call to someone present at the customer’s location for confirmation.
--> We will then verify the customer’s mobile number by calling customer
--> enter the customer number in this dashboard, and searching the profile.
--> once we are able to locate the customer profile, we will open the Customer Request ID after validating the booking date and time.
--> Once verified, we will proceed to bypass the location check. |
If the partner is still unable to start the job after following the above steps, we will raise a bug and tag Karuna / Sahiba.
If partner is unable to end the job we will ask partner to share screen recording and we will raise a bug and tag Sahiba Azad |
2.3 Profile - Tech Related Issues> Unable to start/End job |