Change Number/Email ID/Name/Profile Pic

Name Change 

Step 1: Initial Confirmation

• If a partner contacts us to request a name change, first confirm the exact name they want updated.

• Ask if the requested name is the same as mentioned on their PAN card.

Step 2: PAN Card Validation

• If the requested name is not updated on the PAN card, inform the partner that they must first update their PAN card before we can proceed with the name change.Communicate the same to partner, close the ticket.

• If the requested name matches the PAN card, move to the next step.

Step 3: Closure

• As per the PAN card, the name will be updated in the UC profile within 48 hours. If the partner wants to update a name that is not mentioned on the PAN card, we will ask the partner to first update the name on the PAN card; the same will then be updated in the UC profile.

Email Change

• 1st Step involves verification which can confirm that the request is coming from the owner of the profile not from any other Partner.
• For verification please ask name of the customer from last job delivered and location, credit balance, last 4 digit on either Adhaar/PAN card.
• Once the verification is done and we have identified that the person is the owner of the Profile then collect correct email ID .
  • In case Partner fails to provide any of the above information then Deny for email change request and resolve the ticket stating you failed you provide correct information.
• Once email is collected then check for any existing profile with this new email provided, from this Partner Profile Search Dashboard. 
• If we got any existing profile with the new email then please ask Partner to provide a new email. Once got a new and correct email then fill  Form , Response sheet for raising email change request , keep ticket pending for 24 hours. Once email is changed please inform the Partner and Resolve the ticket.

Number Change

• Please ask reason for Number change
• Reasons for which Number change is allowed 
  • Lost SIM/Phone and unable to retrieve SIM since SIM was registered on some other person's ID
  • Number was issued on someone else's ID
  • Getting lots of spam calls everyday.
• Reasons for which Number change is NOT allowed
  • Network issue/Calling Issue (Partner can use MNP feature to change network service provider)
  • Incorrect number added at the time of onboarding 
  • New Number is registered with bank and existing number on profile is not 
  • Existing number  belongs to any family member and now they are asking the number 
  • Any personal reason 
     
• Next Step involves verification which can confirm that the request is coming from the owner of the profile not from any other Partner.
• For verification please ask name of the customer from last job delivered and location, credit balance, last 4 digit on either Adhaar/PAN card. and email address
  • In case Partner fails to provide any of the above information then Deny for Number change request and resolve the ticket stating you failed you provide correct information. 
• Once the verification is done and we have identified that the person is the owner of the Profile then collect correct Number .
• Once number is collected then check for any existing profiles (Customer and Partner both ) with the new number provided, from this Partner Profile Search Dashboard.  and Customer Profile Search Dashboard, 
• IF any Profile is found from the new number be it Customer or Partner then deny for number change form the provided number and ask Partner to provide any new number. in case Partner provided any new number on the call itself then go ahead and Fill Form else ask Partner to contact us again once they have any new number not registered on UC. Response sheet 
• Once Form is filled wait for 24 hours and keep ticket pending , Once number is changed then go ahead and Inform the same to the Partner and Resolve the ticket.
  
  

Profile Picture  Change

• Profile Picture change feature is already available in App for SKBC, Salon, and Bathroom Subscription Services category partners , Partner can go to their App and click on Menu (Top left hand corner ) and The first option will be visible beside their current profile photo. All the description and guidelines will be visible there once Profile Picture is clicked and Uploaded then in max 48 hours Profile Picture will be updated. Inform the same and Resolve the ticket.
• For Partners from other categories , Please ask them to wait till end of this month so that even they will get the same option in their app for profile picture change. Once informed please Resolve the ticket. 
• Refer this video for reference.