Pro cannot deliver - Accident/Medical/Emergency/Any other issue
| Scenario | Pro cannot deliver - Accident/Medical/Emergency/Any other issue (DO - Same Day) | ||||||
| Has Emergency | Emergency is exhausted (partner will get not available error in marking) | ||||||
| Emergency leave should be marked as first priority (Need to tell partner that leave will be counted but no cancellation will be marked) | The agent should ask the partner about the duration of their unavailability. Low-Critical Cases: If the unavailability is for a short period (2-3 hours), the agent should call customers and inform them about the delay and partner can close job after sometime by coordinating with customer.(keep ticket parked till the job is delivered) Note - Partner can call customer only on BT - 30 minutes basis, If the customer does not pick up the call. Then agent will simply take follow up till BT, and if the cx still is unresponsive, then we will guide the partner to visit late and keep pending if customer calls back otherwise the partner will have to bare the cancelation) If the customer is adamant for service at BT, the we will pitch for reschduling the booking to the cx or skip the booking for diff slot and mark Partner at Fault) High-Critical Cases: If the partner is unavailable for a significant duration, such as half a day or the entire day, the agent should fill out the Sherlock leave form that is mentioned for the same-day basis. These cases will be handled by the respective city teams. Ticket will be parked till the time leave is not marked and TAT is 1-2 hours for city teams. For D1+ cases, the agent should counsel the partner to use their break days, if available. If break days are not available, the agent must mention the specific dates in the form, enabling the city team to coordinate effectively. Note - 1. Please guide partner to challenge cancellation that will be marked on partner when sherlock leave is marked and then ticket can be closed. | ||||||
| Important - If partner has raised this ticket in any other case expect for same day , we can guide partner to mark break days in D1 cases and beyond in which cancellation and leave both will not be counted but cycle will extend by concerned days. (Break days can be checked by taking these steps - Go to rich profile > Time Off) | |||||||
| High critical If a partner experiences an accident or health concern on the job, we will request ground help and follow up accordingly. - https://docs.google.com/document/d/1zQLW4N5Pxh5811L6tXSRKVcWq8nUdCmGQ6oSBdoTEl8/edit (If the criticality level is high then redirect to Critical escalations help) | |||||||
Last Minute Job Assignment Cases | If the job is allocated to partner within 2 hours SLA range , then we have to guide and counsel partner to do that job , ticket can be closed. Meanwhile , bug needs to be raised on slack ( please tag - Shekhar Sharma Harshit Khurana in that bug or thread ) | ||||||
| Tagging | Tagging: 4.3 on job - partner led cancellation> medical reasons - if the partner is unable to give the service due to a medical reason 4.3 on job - partner led cancellation> weather or out of control reason - for weather reasons and any government Restrictions , we also select this tagging. 4.3 on job - partner led cancellation> asked pro to update the status - In personal reason we select this tagging. 4.3 on job - partner led cancellation> distant lead - If partner denied giving service due to distant issue | ||||||