Disintermediation (Offline booking outside UC) Actioning

Note: Please do not close the ticket until the partner profile is unblocked.

Offline Block Levels: 

Question: UC ke customers ko offline booking dene me kya dikkat hai?

Disintermediation - Flow of Communication for L1 Counselling by trainers

2. Why is offline booking denied and why is it a fraud?

• We do not encourage and strictly prohibit offline bookings because it is a great cause of safety for both the partner and customer. We have received numerous responses from partners in the past where customers misbehaved with them but no resolution could be given since the partner didn’t deliver the service through the app. 

• By servicing a customer offline, the partner is also violating the terms and conditions of the platform with which she has joined and is continuing with the company. 

• This is a breach of those T&Cs and if they repeat again then they will be permanently blocked from the platform

3. What is Offline Booking?

• Partner to note that offline booking also includes any customer whom they had served on UC 3-4 years back and then they started taking offline service which has continued till today. Acquisition date doesn’t matter. 

• Customer should be a UC customer, doesn’t matter if he/she has been served by that professional before or not. 

4. How do we identify our cases? 

• Customer Reporting is a flow on the app wherein the customer can report any offline service given to him. 

• Proofs for the claims made above by the customer are then asked and verified in the form of - payment screenshot, whatsapp chat and call logs 

• We also call customers who have become inactive in the last few years and understand why they no longer book with us. 

(1. Convey the above points very confidently and stand your ground and no mention of location.

2. Partners will deny the cases but we should continue to focus on customer reporting and customer calling as ways of identification)

5. Expectations from Partners

• This meeting acts as a last chance to partner, defaulting post this would lead to direct removal from the platform. 

• Partner is expected to do no offline services outside the UC platform going forward.  (Ask - if the partner is clear on this and is taking this seriously)

6. Help for pros (concerns of pros to be noted and effort should be made to give resolution at the end)

• How she can ensure she is visible to customers - Correct calendar marking as per her working hours

• Visiting card  - Show this video

• Opening Rebooking Helpline - Partners can continue to report situations where the customer who lives within 5-10kms of the partner and still is unable to book the pro directly or through the visiting card. (CM/BDA for now) 

7. How will the partner continue to earn the same amount if they don't disintermediate? 

    In your conversation it is important to address this point on earnings given that they are disintermediate to not lose out on demand. We need to maintain that:

• Partners dont need to be worried about losing that customer to another partner because we are actioning on all partners and the customer has a particular preference for that partner - if nudged the customer will eventually take the service through UC. 

• 
  

DON’TS:

• Any personal information related to customer - date, name, address

• Mention of location tracking

• Don’t use words like disintermediation

• Not agreeing to any customer/partner names mentioned by the accused partner