Revisit work related

Step

Scenario

Check Points

SOP

1

Revisit created but CX cancelled

Check: 
1. If PX has any discussion with CX and PX denied for the job or Shared his personal no with CX then PAF is genuine

Applicable for both the cases:(Either PX reached customer location or CX cancelled the revisit before booking time BT )
Case1: PAF not marked , We can close ticket by telling partner that PAF has not been marked.

Case2: PAF marked 
 Step 1: Check if genuine PAF, tell partner that this can not be reveresed because CX faced bad experience due to PX
 Step 2: Check if not genuine PAF, then agent to validate and fill the form. raise it to PAF team and park ticket for 3 hours.

After 3 hours cll pro and inform the current status and close the status.

2

Revisit created , Work not required

While PX is cancelling, PAF 

Step 1: Agent need to speak will customer and request him to cancel the booking by selecting "Issue resolved", IF CX agree then close the ticket 
Step 2: If CX is un-responsive or not agree to cancel the revisit booking, then ask partner to cancel booking at his end and If PAF marked then follow step 2.a
Step 3: Check if genuine PAF, tell partner that this can not be reveresed because CX faced bad experience due to PX
 Step 4: Check if not genuine PAF, then agent to validate and fill the form. raise it to PAF team and park ticket for 3 hours.

After 3 hours cll pro and inform the current status and close the status.

3

Revisit created, new work is required, but CX denied for the new work

While PX is cancelling, PAF 

Step 1: If CX is not agreeing to add new SKU, Agent ask CX to cancel the booking by selecting "Issue resolved", If CX agree then close the ticket 
 Step 2.a: if CX not agreeing to cancel, Ask partner to cancel booking at his end and IF PAF/Penalities is marked then,

 Step 1: Check if genuine PAF, tell partner that this can not be reveresed because CX faced bad experience due to PX
 Step 2: Check if not genuine PAF, then agent to validate and fill the form. raise it to PAF team and park ticket for 3 hours.

After 3 hours cll pro and inform the current status and close the status.

4

Revisit created, but PX denied the job/No Show/Poor service offered

Checks: 
If partner didn't tried to contact CX
PX is unresponsive to CX
Poor service offered in revisit job

If pro denies for revisit then explain the consequences of PAF and how it affect the prfile/metrics. 
No reversal to be in case pro denies for the service

5

Any Issue related to payment/invoicing/job start/End

Scenario 2 :If the customer is repeatedly requesting revisits and the partner confirms that the customer is still not satisfied with the work, even after multiple revisits have already been provided to the same customer.

Agent need to follow the SOP define for a fresh case

Scenario 2: We need to call the customer and confirm why they are not satisfied with the service. If the customer wants the service from another partner, we will guide the customer to reach out to the customer helpline so that a new partner can be assigned.

Meanwhile, we will keep the ticket pending and take follow-up on the customer ticket.

Tagging:

 1.3_money_-_revisit_issue < revisit work related info