OOS Handling SOP – Bangalore EPC Partners

A job may fall under the Out of Scope (OOS) in scenarios such as aluminum work, non-repairable items, or external building structure work. In such cases, partners are permitted to close the job as “No Work Done” following the steps below:

Step 1:
Partner must reach the customer location on the scheduled time.

Step 2:
The job must be marked as ‘Started’ in the system.

-If the customer denies sharing the OTP, the agent will call the customer and request them to share it.

-If the customer still refuses, the agent will ask the customer to cancel the booking.

-If the customer denies cancelling, then the partner should be advised to cancel the job under ‘Can’t Deliver’.

-If the booking is cancelled within BT +15 minutes, we will raise a PAF reversal accordingly.

Step 3:
We will call the customer to understand and validate the nature of the work.

Step 4:
If we have identified that the work is OOS, guide the partner to close the job using the 'No Work Done' option. Customer will not get rating option. 

Step 5:
If the customer refuses to pay the visiting charge,the agent should attempt to convince the customer.

Rebuttal : In these cases, the customer should be charged ₹99 visitation + ₹9 platform fee

We must support the partner by clearly explaining to the customer that this charge covers consultation and partner travel time.

Step 6:
If the customer still denies, the lead value will be refunded to the partner (Customer not paying SOP to be followed) lead value refund Form & Response Sheet

 Please fill out this form for all OOS concerns related to the Bangalore city, EPC category only. ( We will fill the form to understand why customer is denying to pay the visitng charges)