Customer Not Reachable

Customer Not Reachable

Before Booking Time

Partner want Booking Confirmation/or want to know the scope of work

1. We will call customer and schedule a conference between customer and partner.

2. If customer is not responding then we will guide partner to visit at customer location during BT

3. Partner must be at the customer’s location (or within 500 meters).

5. Partner must make two complete calls with a 10-minute gap (BT-10 to BT+30).

6. Each call should ring for at least 30 seconds before updating as CNR.

If still customer is not responding then ask pro to cancel under CNR,
Guide the partner to cancel the booking via:
 Partner App > Ongoing Job > Customer Request > Help > Select 'Customer unreachable' > Cancel Job.
EPC partners : If partner reach before BT of 2 hrs than we will not call customer and we will guide complete CNR procss and guide a bot flow click here and close a ticket after informing. And we can inform you can use a chat option

For pest partner only) We will call customer within the BT of 2 hours and Within the BT of 2 hours, we will keep the ticket pending until the BT ends. At BT, we will set a reminder and take a follow-up. And we can inform you can use a chat option.

At BT:

Set a reminder.

Call the customer. If there's no response, guide the partner to follow the CNR process.

On the call, clearly instruct the partner to follow the process.

Until the CNR is updated, the ticket will remain in pending status.

Point to remember

-->In case partner cancel the booking in pro can't deliver after BT+30 min PAF will be marked which can't be reversed
-->Partner can only cancel the booking in CNR two times in a month

Cancelation Limit Policy

1. A partner can only cancel bookings in CNR twice a month. 
 2. Cancellation fees are paid only twice per month. 
 3. If cancellation attempts exceed limits, guide the partner to mark "Pro Can’t Deliver." and PAF will not be marked if above is sop is throughly followed

Partner Marks CNR but Receives a Fresh Booking from the Same Customer 
or receiving the Same Customer Booking After Cancelling in CNR

1. If the partner previously confirmed that the customer is not at the provided address, no need for another visit. 
 2. If the customer does not answer, instruct the partner to mark "Pro Can’t Deliver." 
3. Trainer will remove the cancellation post-verification. We will fill PAF reversal form in such cases.
 Things to Check: 
 - Previous CNR instances for the same customer. 
 - Whether the customer has received services at the same address before. 
 - Customer history of canceling bookings at the same address.
1. If a booking is auto-rescheduled to the same partner, inform them that marking "Can’t Deliver" again will result in PAF we will follow genuine reversal PAF SOP.

Customer Not Reachable

At Booking Time

Partner is at location

Agent to keep track of partner location through customer request ID to better help partner for further :-

Req ID > Scrool down > Select ( Track location )> Map will be show -  where partner current location will update

1. We will call customer and conference between customer and partner.

2. If customer is not responding then we will guide partner complete CNR process :

3. Partner must be at the customer’s location (or within 500 meters).

5. Partner must make two complete calls with a 10-minute gap (BT-10 to BT+30).

6. Each call should ring for at least 30 seconds before updating as CNR.
"If still customer is not responding then ask pro to cancel under CNR,
Guide the partner to cancel the booking via:
Partner App > Ongoing Job > Customer Request > Help > Select 'Customer unreachable' > Cancel Job.

6. Call the customer. If there's no response, guide the partner to follow the CNR process.

On the call, clearly instruct the partner to follow the process.

Until the CNR is updated, the ticket will remain in pending status.

Tagging : Tagging : 4.3 On Job - Customer led Cancellation < customer not reachable

Customer Not Reachable

After Booking time-Job in open state

After Booking time within 30min

Agent to keep track of partner location through customer request ID to better help partner for further :-

Req ID > Scrool down > Select ( Track location )> Map will be show -  where partner current location will update

1. We will call customer and conference between customer and partner.

2. If customer is not responding then we will guide partner complete CNR process :

3. Partner must be at the customer’s location (or within 300 meters).

4. Guide the partner to go to the customer’s location at booking time.

5. Partner must make two complete calls with a 10-minute gap (BT-10 to BT+30).

6. Each call should ring for at least 30 seconds before updating as CNR.

Point to remember

In case partner cancel the booking in pro can't deliver after BT+30 min PAF will be marked which can't be reversed

Partner can only canceled the booking in CNR two times in a month

After Booking time +30min

Agent to keep track of partner location through customer request ID to better help partner for further :-

Req ID > Scrool down > Select ( Track location )> Map will be show -  where partner current location will update

1. We will convince partner to deliver the service

2. If still partner denied to deliver the service we will guide partner to cancel the booking in can't deliver and educate PAF will be marked