PAF Reversal SOP
What is PAF: When a partner does a no show and system identifies partner is at fault then he is penalized for the cancellation which is counted as a PAF
PAF challenge: In instances where a partner is marked with PAF due to system limitations, but subsequent validation confirms that the request was cancelled/rescheduled due to a customer-related reason and the partner was not at fault, then PAF may be formally challenged by the agent through the submission of a PAF form only when validation confirms. Most importantly, agents are required to follow mandatory checks outlined below to establish conclusion that the partner was not at fault.
Important - For the EPC (Bangalore) category, we will not reverse the PAF. In the Bangalore epc for partner in in this Sheet, cancellations will be reviewed at the time of strike.
Mandatory Check for agents
Check 1: Listen the customer and Partner recording and chat details. Refer Customer request id>>Call/chat details
Check 2: Check creation time, booking notified time, booking accepted time and Booking time (BT)
Check 3: Cancelled/rescheduled details (Booking time, cancellation time, cancelled by)
Visit Provider Profile>>Logs>> Cancellation Logs>> Search for RequestID (CTRL+F)>> Refer the 2nd column cancelled/rescheduled details (If Automated is mentioned then consider it is done by Partner)
Check 4- Partner Location Reach Status:
Important: Req canceled/rescheduled within Bt+30 mins
If booking, got canceled /rescheduled before Bt+30 mins then we will always call the customer for further validation irrespective of partner arrival at location.
Req canceled/rescheduled post Bt+30 mins
Check 4.a When booking is Cancelled/rescheduled and partner confirms that he/she has left the location, To validate if the Partner was at location or not, agent will listen the CX_PX communication. If there is no CX_PX communication on reach status, then agent will follow the Partner VOC, either he reached at location in BT+30 mins or after Bt+30 mins.
Check 4.b If it is clear from above checks that partner agrees that he was not at location within BT+30 no
will be filled. Agent will inform partner that he/she is at fault.
Check 4.c If Partner VOC say that he was at location within BT+30 mins then agent will call the customer and will ask if partner reached at location within BT+30 min.
-->If Customer agrees that he/she was at location, then agent will probe further for the actual reason of cancellation. If the request was cancelled due to customer reason, then form will be filled
-->And if customer says partner did not reach the location within BT+30min then no form will be filled. Agent will inform partner that he/she is at fault.
Check 4.d: When booking is cancelled/rescheduled and partner confirms that he/she is at location, to validate if the partner is at location or not, agent need to refer below
Refer>> Request_Customer_info>> scroll down to select track location
If the partner is at location, then agent will call customer
-->If Customer agrees that he/she was at location, then agent will probe further for the actual reason of cancellation. If the request was cancelled due to customer reason, then form will be filled
-->And if customer says partner did not reach the location within BT+30min then no form will be filled. Agent will inform partner that he/she is at fault.
Important 2. Customer had requested the service at a different time (other than the original booking time) and the partner had agreed to it, then calling the customer may be necessary to validate the case.
Important 3:
Customer Calling process to Follow: If the agent has attempted 2 calls to customer and customer is not reachable/answering, the agent should park the case for the next 2 hours. After this period agent will make 1 more attempt and the customer either confirm the partner was not at fault or remains CNR we wil not fill out a form.
Check 5: Verify the details of old/new request id if created
Check 6: Check the escalation ticket (Partner/customer helpline ticket; Tns ticket, Noshow/No response ticket)- Notes and chat details if any mentioned
Check 7: if required, also visit Urban company website, enter the customer location and search for the SKUs booked (For incorrect package scenarios)
Check 8: If all checks conclude that partner is not at fault, agent will check the High Disintermediation Superset table before filling the reversal form.
Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons: case a: When partner has requested customer to deliver service at different time other than BT and customer agrees, but later on this booking got cancelled/reschedule by either customer or partner, then we will consider that time change request by partner is primary reason for cancellation, partner will be marked with PAF and no reversal challenge will be raised.
Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons: Case b. If the agent has attempted 2 calls to customer and customer is not reachable/answering, the agent should park the case for the next 3 hours. After this period agent will make 2 more attempt and the customer either confirms the partner was not at fault or remains CNR then we will inform the partner that paf cannot reverse.
Tagging: 2.2_profile-_profile_related_escalation>>PAF reversal l1/l2/PPM/PSP : If customer has requested partner to deliver service at different time other than BT and partner agrees, but later on this booking got cancelled/rescheduled by customer anytime, agent will follow the customer calling for confirmation and if it is validated then agent need to challenge the PAF and fill the FORM
Process to Park/Close the ticket:
A. When agent validates that partner is not at fault: Agent will challenge the PAF by filling PAF reversal form and park the ticket for 24 hours and wait for the remarks in the response sheet. When remark is received if paf is reversed, inform the partner and close the ticket. Tagging should be : Tagging: 2.2_profile-_profile_related_escalation>>PAF reversal l1/l2/PPM/PSP
Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons
(Note: - If PAF team rejects the challenge then close the ticket with tag PAF reversal-Personal reasons)
B. When mandatory check suggests that partner is at fault then communicate the partner's fault very clearly and close the ticket
Tagging: 2.2_profile-_profile_related_escalation>> PAF reversal-Personal reasons
C When is partner is NON som partner and level of cancellation is at L3,l4 & L5 than we will guide trainer will review at cancellation at these level.
Tagging: 2.2_profile-_profile_related_escalation>>PAF reversal L3,L4 & L5
If the PAF team rejects the reversal challenge, but the agent believes the rejection reason is not valid—whether due to additional validation, strong evidence, or the partner is adamant —the agent must first discuss the case with their respective TL/QA. Upon TL/QA’s approval, the agent should escalate the matter by raising it on Slack and tagging, Shraddha Mishra([email protected]) for further review and also add remarks in PAF Reversal Form (Column X "Rechallenge remark")
PAF Reversal Reasons and Validation: How to validate if pro is not at fault and is eligible for reversal. Check the reasons mention below.
Mandatory Validation :
Mandatory Validation | |
Check 1: Listen the customer and Partner recording and chat details. Refer Customer request id>>Call/chat details | |
Check 2: Check creation time, booking notified time, booking accepted time and Booking time (BT) | |
Check 3: Cancelled/rescheduled details (Booking time, cancellation time, cancelled by) | |
Check 4a- Check if partner was reached to location (when booking is cancelled/rescheduled and partner confirms he/she has left the location) | |
Check 4b: Check if partner was reached to location (when booking is not started/ended/Cancelled/rescheduled and partner confirms that he/she is at location) | |
Check 5: Verify the details of old/new request id if created | |
| |
Check 7: if required, also visit Urban company website, enter the customer location and search for the SKUs booked (For incorrect package scenarios) | |
 | |
Check 8: If all checks conclude that partner is not at fault, agent will check the High Disintermediation Superset table before filling the reversal PAF form. | |
Check 9: If the above information is insufficient to draw a conclusion, the agent may contact the customer for validation—also ensure the following two conditions: | |
Case a. Customer calling must be avoided when it is already evident from call logs, chat history, or location data that the partner did not reach the customer's location within 30 minutes of the scheduled booking time, and the booking was cancelled or rescheduled after the (Booking Time + 30 minutes) threshold. | |
However, if the customer had requested the service at a different time (other than the original booking time) and the partner had agreed to it, then calling the customer may be necessary to validate the case. | |
|
PAF Reversal Reasons and Validation: How to validate if pro is not at fault and is eligible for reversal. Check the reasons mention below.
Reason of reversal | When to reverse? | What to check before reversing? |
Cx placed request by mistake | 1 Check call recordings/Chats through chat/call details | |
2 Check ticket logs if any | ||
3 If details not found then call customer and confirm | ||
CX Unhappy with quotation | 1 Check call recordings/Chats through chat/call details | |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Cx plans change-need service later | 1 Check call recordings/Chats through chat/call details | |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Out of scope | 1 Check call recordings/Chats through chat/call details | |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
If partner or customer share thier number | If partner taken customer number for location address then we will fill out a form post confirming with customer. | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Commercial location | 1 Check call recordings/Chats through chat/call details | |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Cx booked incorrect SKU | If the customer booked an incorrect SKU for the service and later wishes to modify the package, | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Cx expected additonal service | If the customer requests additional services but the professional cannot accommodate due to reasons like overlapping jobs, then the pAF should be reversed. | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
1 Need to check by query that how many times professional already marked unreachable in same month. | ||
2 Need to check by query that professional reached at customer location or not. | ||
3 Need to check the calls done by the professional after BT in the gap of 10 minutes. 2 attempts are mandatory and calling should be done in BT+30 mins | ||
4:- Bell should ring for 30 seconds | ||
5. Same booking assigned to same partner for same day then we will reverse the PAF if in first booking partner followed CNR process. | ||
6. We will check recording of voice mail. | ||
Customer wants preferred professional | Cx cancels the booking as he wants a diff/pref pro to be assigned on booking and pAF is marked on pro | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Incorrect address shared by customer and later cancels the request under partner reason | 1 Check start job OTP if not mentioned then confirm with customer | |
3 Check tickets if any raised | ||
4 If the partner states that the customer is requesting service at a different location, click on 'Geographical Coordinates' under the Request ID to open the map and view the service address on the dashboard. If the new location is more than 5 km away and the partner refuses to provide the service, we will fill out the reversal form. | ||
5 If two locations or PIN codes have been captured by default, or if the customer has added an incorrect address causing the professional to be unable to reach the location, we can check for any No-Show (NS), Not Reachable (NR), or customer escalation tickets related to the address issue. | ||
6 If the booking is from a different hub, we will check the request ID hub under the customer's request ID in the field named 'Hub Name.' If the partner's hub and the request hub are different, we will fill out a form. | ||
Cx place is risky | If there is risk at customer location- for eg-outdoor height area service | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Electricty /water not available at customer location | If there is no electricity/water at customer location and customer cancel booking in partner reason | 1 Check call recordings/Chats through chat/call details |
2 Confirmation with customer | ||
Customer booked incorrect Category | If a customer places a booking under wrong category. | 1 Check call recordings/Chats through chat/call details |
2 confirmation with customer about the service | ||
3 check customer history | ||
Cx - Behaviour issue | If customer has a behavior issue and partner is not comfortable serving this partner | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Customer placed multiple bookings | If customer has placed multiple bookings instead of placing one request | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Same partner delivered the reschedule booking | The booking was cancelled by the partner due to personal reasons. The system rescheduled it to the next available slot with the same partner as auto responded. A reversal will be processed for the rescheduled booking. | 1- Check call recordings/Chats through chat/call details |
The calendar was marked as unavailable, but a booking was still received. | 2- Check Partner/customer escalation ticket | |
3- check reschedule request and assigned partner profile | ||
4-If details not found then call customer and confirm | ||
5- cancel time and the accpatance time of new booking is same | ||
Pro wants to deliver service before or after booking time and customer agreed for same. Later customer or partner cancelled job because of any other reason like out of scope, Unhappy with quotation etc where partner is not at fault. | Follow the SOP mentioned in above pointers for the same. | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Old pro canceled booking-New pro assigned on auto reschedule | If a professional marks "Can't Deliver" and the booking is auto rescheduled and reassigned to a different professional then a reversal should be processed. | 1 Check previous job, professional cancelled the booking or not, any conformation was done between old pro and customer |
2 Check the recordings between customer and new professional | ||
3 Call customer to validate why they canceled the rescheduled booking. | ||
On job-Product issue | If at customer location there is breakage in machine there customer cancels the booking in partner reason | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any ticket has been created. validate notes. | ||
3 If details not found then call customer and confirm | ||
Customer want more men power | If customer want service with more than 1 helper and partner denies for same, PAF will be marked | 1 Check call recordings/Chats through chat/call details |
2 Confirmation with customer | ||
3 Check after rescheduling other partner deliver service or not | ||
4 if delivered then confirm with that partner also | ||
Product issue or product got delayed from UC | If partner place order and is delayed from UC end then customer cancels the booking in partner reason | 1 check partner product history |
2 Asking for the Screenshot of product expecting date | ||
3 Check tickets if any raised in help center | ||
Filter not tagged | If filter changed by business team without partner confirmation | 1 check customer package |
2 check partner filter history //tagged or not | ||
Unrepairable Appliance | Appliances which is very old and cannot be repaired and customer/partner cancels under partner reason | 1 Check call recordings/Chats through chat/call details |
2 Check ticket logs if any | ||
3. Check escalation tickets if any raised in help center. | ||
Brand parts not available in the market | If a particular brand part is not available in the brand store then reverse the paf | 1 Check call recordings/Chats through chat/call details |
Partner has to visit at customer location then only PAF will be reverse | 2 Check ticket logs if any ticket has been created. validate notes. | |
3 If details not found then call customer and confirm |
Check the type of partner mentioned in the below table and take action accordingly.
Type of partner | Reversal Process |
PSP Partner | If post validation partner is not at fault then we will fill out a form and keep the ticket pending for 3 working hours. The PAF Team operates from 7:00 AM to 10:00 PM. The TAT will be 3 working hours, aligned with the PAF Team’s working hours. Response sheetVerbiage: Humne aapka profile check kiya aur humein validate kia ki aapki koi galti nahi hai, isliye hum is matter ko apni team tak escalate kar rahe hain taaki ye aur validate ho sake aur accordingly reverse kiya ja sakeIf pro is at fault and cancelation is correctly marked then we will inform the same to the partner and close the ticket,Verbiage : Humne check kiya ki aapne booking apne personal reason ke wajah se cancel ki thi, isliye aap reversal ke liye eligible nahi hain. Aage se dhyaan rakhein ki company aapko sirf 4 exceptions deti hai, toh bina zarurat ke cancellations avoid karein. Isse aapki metrics pe asar padega aur overall customer experience bhi impact hoga. |
Non PSP monthly/ L50 | Step 1: Check Partner Cancellation Basis (Monthly or L50)Open Partner ProfileClick on Rich ProfileOn the left panel, check if cancellation tracking is based on Monthly or L50 |
Step 2: Check Level of CancellationGo to Partner ProfileClick on LogsOpen Provider at Fault CancellationsCheck Level of cancellation | |
Step 3: Action for Level 1 & Level 2 CancellationsIf the partner is at Level 1 or Level 2:We will validte the cancellation and if partner is found to be not at fault thenFill out the PAF Form Response sheetKeep the ticket pending for 3 working hoursPAF Team Working Hours: 7:00 AM – 10:00 PMTAT: 3 working hours, only within PAF team’s working hours | |
Step 4: Action for Level 3, 4 & 5 CancellationsIf the partner is at Level 3, Level 4 or Level 5:Book a training slot for the partnerThe Trainer will validate the case
|
Rationale behind these marking a PAF:-
Rationale : Sir aap apni suvidha ke hisaab se calendar mark karte hain, aur usi basis par apko bookings di jaati hain.
Hamari bas yeh request hai ki agar aapne job accept ki hai, toh please service zaroor complete karein. Humein pata hai kabhi-kabhi emergency aa jaati hai, jiske chalte service dena mushkil ho jaata hai — aur uss situation ko hum samajhte hain jiskeliye apko har cycle me xx chances diye jate hai. Ye isi liye diye jate hai ki aap inhe emergency situation/personal reason me use kr sake.
partner ko rich profile ke current rank ke according metric samajhaayenge— jaise:
Bronze rank ke liye aapko maximum 6 cancellations maintain karni hoti hain
Silver ke liye 5
Gold aur Diamond ke liye 3
Yeh cancellations aap emergency ya personal reasons ke liye use kar sakte hain, lekin koshish karein ki inhe sirf genuine emergencies ke liye hi rakhein.