Customer is Unreachable / Not able to contact Customer
Imp: Partner's get the option to contact (call/chat) the customer only 30mins prior the Booking time.
CHECK PARTNER'S LOCATION AND ASK THE PARTNER TO HIT THE DOOR BELL OF THE CUSTOMER'S HOUSE BEFORE FOLLOWING THE CNR FLOW (ALSO MAKE CALLS TO THE CUSTOMER FROM OUR END)
| Scenario | Customer is Unreachable / Not able to contact Customer (Partner can avail this 4 times a month) | |||||
| Customer is Unreachable / Not able to contact Customer | Before Booking Time | After Booking Time | ||||
| Step 1 | We will ask about booking time Go through partner profile and search it by booking date & time | We will ask about booking time Go through partner profile and search it by booking date & time Also guide the partner to follow the complete CNR. Advisors need to check the same through call logs. Note - Partner needs to remain at customer's location for 15-20 mins after BT. We will also check the location of the partner from the "request page -> track location" and validate if the partner is actually within 300 meters from the customer's location. If the partner is not at the customer's location then we will guide the partner to visit the customer location first and then follow the steps mentioned. | ||||
| Step 2 | If the partner raises a complaint within 24 hours of the booking time, we will call the customer from our end and merge the call if we receive any response from the customer. If we don't get any response from the customer, we will guide the partner through the steps below and close the ticket: partner can only follow these steps at the customer's location or within 300 meters of the customer's location. 1: We will guide partner to go customer location at booking time 2: Guide below steps to cancel booking (by using unreachable flow) Partner App > Ongoing Job > Customer Request > Help > Select ' Customer unreachable > see concerned video and make specified calls as mentioned in flow without disconnecting from their end > cancel job Important - 1. Partner has to go to customer's location in anyway so that CNR flow can be used. 2. Partner can only use CNR flow in BT - 30 to BT + 15 time range 3. Cancellation will not be marked in case of CNR. | We will call the customer from our end and merge the call if we receive any response from the customer. If we don't get any response from the customer, we will guide the partner through the steps below and close the ticket: partner can only follow these steps at the customer's location or within 300 meters of the customer's location. 1: We will guide partner to go customer location at booking time 2: Guide below steps to cancel booking (by using unreachable flow) Partner App > Ongoing Job > Customer Request > Help > Select ' Customer unreachable > see concerned video and make specified calls as mentioned in flow without disconnecting from their end > cancel job Important - 1. Partner has to go to customer's location in anyway so that CNR flow can be used. 2. Partner can only use CNR flow in BT - 30 to BT + 15 time range 3. Cancellation will not be marked in case of CNR. | ||||
| Step 3 | Important If the partner raises a complaint before 2-3 hours of the booking time, we will call the customer from our end and merge the call if we receive any response from the customer. If we don't get any response from the customer, we will guide the partner through the steps below and keep ticket pending until booking time: partner can only follow these steps at the customer's location or within 300 meters of the customer's location. 1: We will guide partner to go customer location at booking time 2: Guide below steps to cancel booking (by using unreachable flow) Partner App > Ongoing Job > Customer Request > Help > Select ' Customer unreachable > see concerned video and make specified calls as mentioned in flow without disconnecting from their end > cancel job Important - 1. Partner has to go to customer's location in anyway so that CNR flow can be used. 2. Partner can only use CNR flow in BT - 30 to BT + 15 time range 3. Cancellation will not be marked in case of CNR. | |||||
If Partner unable to cancel in CNR | If CNR chances are exhausted | If CNR chances are remaining | ||||
| If the partner is unable to cancel the booking in CNR after following all steps, we will first check if partner has any remaining cancellation chances left for CNR. If not, we will guide partner to follow SOP of remaining at customer's location for 15-20 mins from BT and call customer 2-3 times in gap range of 10 mins , need to ensure that call is not disconnected from his end and fully ranged till closed then ask professional to cancel the booking under any other reason and challenge the PAF at same time to avoid wrong cancellation. | If the partner is unable to cancel the booking in CNR after following all steps, we will first check that all steps have been followed by the partner as per SOP. If all steps were followed and the partner is still unable to cancel the booking, we will ask for a screen recording and have it uploaded to the partner's profile. Then, we will raise a BUG and tag Shekhar Sharma, keeping the ticket pending for 24 hours. Below are the steps to upload screen recording/ screenshot Help>>Profile>> App Issue>> upload media related to issues>>Select images>>upload image/video>> type issue >> submit | |||||
| If partner didn't receive cancellation fee | Inform the professional that going forward the 100 RS incentive will NOT BE provided. This update has been implemented to ensure fairness and accountability across all partners. Use below rebuttal to answer partner "Sir, ye changes is liye kiye gaye hain kyunki kuch partners iska galat istemaal kar rahe the. Isiliye, abse aapko Customer Unreachable cancellation fees nahi milegi." | |||||
| If Partner receive same customer booking again after cancelling in CNR | In CNR, if a booking is auto-rescheduled and sent to the same partner, we should inform the partner to follow above steps mentioned. | |||||
| Partner marks CNR but receives fresh booking from the same customer | When a partner marks CNR (Customer Not Reachable) but receives another booking from the same customer, and the partner has already confirmed by visiting the customer's location that the customer is not residing at the provided address or is not available today, there's no need for another visit to the customer's place. In such cases, the appropriate action should be as follows: 1) Here we should call the customer from our end and attempt to verify the correctness of the provided address. 2) If the customer does not answer the phone call, the ticket should be kept pending. 3) Try calling the customer again before 15 minutes of the booking time. 4) If the customer remains unresponsive, skip the booking from our end as per partner VOC and mention all the details of the previous booking, current booking in the ticket notes. 5) If the cusomter picks up the call and validates the partner's verdict of change in address- we will cancel the optin and inform the customer "The address on an existing plan cannot be changed, hence we will cancel this from our end and refund of Rs. x/- will credited to the source account within 5-7 workiong days". And inform the partner the same as well and remove the booking on customer's reason so that no cancelation is marked on the partner. Things to Check: 1) Previous instances of CNR (Customer Not Reachable) marked by the partner for the same customer. 2) Whether the customer has previously received service from us at the same address, and if so, confirm that the address is correct. 3) Check if the customer has a history of canceling bookings multiple times at the same address. If the customer is already receiving services at the provided location, ensure that the address is correct. | |||||
| Tagging | 4.3 On Job - Customer Led Cancellation>> Customer not reachable | |||||
Note- If the partner reschedules the booking under customer reason after following the CNR process, and the rescheduled booking is again assigned to the same partner for the same day. We will skip the booking as mentioned above but it is important that we check the previous booking and look at the call logs and verify if the partner did follow the CNR and canceled the booking.