Payment confirmation/clarification
| Scenario | SOP |
| Partner has not received amazon job related payment | Payment Cycle: Every Wednesday Payment Method: Incentive through amazon_pilot_incentive tag In Case of pro has not received payment: Reach out to Karuna( Business poc: Varun Singh ) COD/Pay Later: Partners will get payment in payout; no need to collect cash manually. Product Selling: Specific B2B services integrated with Amazon. Booking Placement: Automatically through Ecomm Dashboard. Post Product Delivery: Bookings are made before product delivery. Booking Cancellation: Customers can cancel bookings. Extra Work Payment: To be collected from customer. Rate Card: Inflated pricing compared to core categories. Hub/Filter Removal: Partners should not remove Amazon filters. Escalate adamant cases to Varun Singh. Customer Category Keys: carpenters_amazon electricians_amazon plumbers_amazon Important: These Amazon bookings are on zero credits. Partner will receive 74% of booking amount as there is no lead charge. If partner reaches out to remove filter: Refer the verbiage mention below "Sir/Madam, filter removal is not recommended as you have been specially selected for high-quality B2B jobs. It will help in better earnings and growth opportunities." In case the partner insists: Flipkart filter removal - Do not allow. Amazon filter removal - Raise to Varun Singh. |
| Partner wants to know about flipcart payment status | Payment Cycle: Every Wednesday Payment Method: Incentive through flipcart_pilot_incentive In Case of Non-payment: Reach out to Varun Singh COD/Pay Later: Partners will get payment in payout; no need to collect cash manually. Customer Payment (if marked Pay Later): Partner will still get payment in Wednesday's payout; No need to call customer. Step 2: Booking & Operational Details Flipkart: Product Selling: Specific B2B services through Flipkart platform. Booking Placement: Automatically through Ecomm Dashboard. Post Product Delivery: Bookings are created after product delivery. Booking Cancellation: Customers can cancel bookings. Extra Work Payment: To be collected from customer directly. Rate Card: Higher or equal to core category rates. Hub/Filter Removal: Partners should not remove Flipkart filters. Push for top-quality delivery. |
| Cx helpline team has deducted penalty and pro wants to know why it was deducted and seeking for refund | Confirm the booking from the partner. --> Refer cx helpline ticket and go through notes and understand why deduction was done. --> Inform partner that deduction was done due to reasons such as: poor service, incomplete service, Damage, theft etc --> Check from partner if deduction was communicated to him or not. if not communicated and partner is not align then. We will fill out Form Keep a ticket pending for 24 hours Response sheet |
| partner didn't get payment of follow up service of pest | Service Booking & Payout Flow When a customer books a service, the request is fanned out to available providers within the relevant hub. To accept the lead, a provider must pay the full commission upfront. Service Flow and Payout Structure After the First Service is Delivered: 60% of the total booking amount is paid out to the provider in the next scheduled payout cycle. General payout is : MWF Second Service Scheduling: The provider is responsible for scheduling the second service at the time of first service completion. The second service is scheduled within 7–12 days from the date of the first service as per customer convenience. After the Second Service is Delivered: The remaining 40% of the booking amount is paid to the provider ~99.5% of second services (S2) are being created successfully. Issue: ~0.5–1% of S2s are not getting created, which leads to customer and provider escalations. -->Some second service requests are being automatically fanned out to other providers due to an unidentified bug. In these cases, payout goes to the provider who delivers the second service, but: The original provider’s commission who delivered the first service isn't refunded The amount remains unaccounted with UC. If pro reaches out to for refund then we offer 40% refund in the form of lead value refund. Once the second service is delivered, the remaining 40% payout is processed to the respective provider who fulfilled the S2. Ans: In this case, we will refund 40% of the lead value to the partner. We have to add an entire in this sheet to keep a ticket pending for 48 hours.Important : We will mention the primary request and 40% of lead value to partner will be refunded. |
| Payment Confirmation of any Customer Payment | 1, Check for payment done on Request Monet page of Request ID 2. If online payment is successful then refer Ongoing Payout Dashboard to check if the payment is reflecting in ongoing payout page or not , If payment is reflecting then inform the same to the Partner 3. If Payment is failed then connect with customer for making the payment. |
| Customer placed new booking instead of Revisit Booking | Step 1 : Check if any customer escalations ticket has been created on the request page Step 2: If any ticket is found then go through the entire ticket notes and inform the Partner is there is any commitment found for payment . Step 3: In case no commitment is found in the CX escalation ticket, or if no ticket has been created, raise this on Slack and tag Sahiba. |
| Cx team/ TNS team sent a new pro as initial pro was unable to fix the issue | --> Agent to check the details of the booking. --> Agent to check if job is done and payment is initiated or not. If payment is not initiated:- 1. Fill the form and mentioned the booking details, amount and category . 2. park the ticket for 24 -48 hours. 3. POC from cx team initiates the payment of missed partners. 4. Check status from response sheet and close the ticket. If is initiated:- 1. check the same on request id--> Actions> Refund staus and share the TAT of 5-7 working days with the partner. |
| Labour charges | Always Refer Urbancompany's Website for Latest Rate Card for Spare Parts and Labour Cost Associated with them. Labour Charge is capped at Rs 299 per appliance. For Example If Partner has installed 1st Spare Part (Price Rs 599 out which Rs 299 is labour cost) and 2nd Spare Part (Price Rs 849 out of which Rs 299 is labour cost) then Final Invoice will have only Rs 299 as labour cost instead of Rs 598. Rest Rs 299 will be visible as discount in Customer's Invoice in Customer's App . |