PX don't want to serve a particular customer

SOP for Partner's unwillingness to serve a customer
Scenario 1	PRO raised the ticket within 24 hours of the booking time
Action by the helpine	Counsel the pro that this ticket can only be raised within 24 hours of the last booking date. If the timeframe has passed, he'll need to deliver the next scheduled service.
Scenario 2	PRO raised the ticket anytime before 24 hours of the booking time
Action by the helpline	Determine the reason for the Pro's unwillingness to serve the customer.
Reason given by Pro L1	Reason given by Pro L2	Inquiry by the helpline	Action by the helpline
Out-of-scope jobs	Commercial areas	1. Ask partner to upload relevant pictures/videos 2. Speak to the customer to validate authenticity	1. Cancel the optin (not just the job) if validated 2. Counsel the pro if it is not a commercial space
	Hard stains (Bathroom too dirty)	1. Ask partner to upload relevant pictures/videos 2. Escalate it to the Team Lead to validate if the job was within the scope. 3. Check if the partner has raised similar tickets in the past.	1. If the job is within scope - convey this to the partner; guide them to deliver 2. If the job is out of scope, cancel the optin (and not just the request) 3. Escalate it to the trainer (Delhi - Ravi, Bangalore - Amit) if the partner has raised multiple such tickets(more than or equal to three in L28 days)	Sheet to ckeck past tickets raised by the partner
	Different washrooms	1. Ask the partner to share pictures/videos of the different washrooms to validate the claim. 2. Check audit logs of pevious booking delivered from the one shared by the partner. 3. Check if the partner has raised similar tickets in the past.	1. If validated, speak to the customer, try to explain the service structure (same bathroom cleaned over different jobs; explain the reasons - 30mins service, maintainance cleaning) 2. If the customer is unwilling to accept the terms, cancel the optin (Inform- "Sorry sir/ma'am, We will not be able cater this request as it is against our company guidelines, hence we will have to cancel your plan) 3. Escalate it to the trainer (Delhi - Ravi, Bangalore - Amit) if the partner has raised multiple such tickets (more than or equal to three in L28 days)
Wrong address/location	-	1. Validate if the Google Location and Address are at the same place 2. Check if the Google location is within the partner's hub	1. Out of Hub - inform the customer and cancel the optin (not just the request) 2. Within the hub a) Google location and address do not match but are only 100m apart - guide the partner to deliver, if he is unwilling, cancel the opt-in and ask the customer to rebook b) Google location and address do not match but are more than 100m apart- cancel the opt-in and ask the customer to rebook c) Google location and address match - guide the partner to deliver the job
Customer behavior	Demand for longer service	1. Average job duration of the partner (excluding outliers where the job duration is less 1 minute or more than an hour). 2. No. of service in the optin 3. Check if the partner has raised similar tickets in the past	1. If the average job duration of the partner is more than 45 minutes, escalate it to the trainers to guide the partner through the SOP. 2. If the average job duration of the partner is less than 45 minutes and it is the first service of the opt-in, guide the partner that first service usually requires more time and eventually it reduces to 30/40 minutes. 3. If the average job duration of the partner is less than 45 minutes and it is not the first service of the opt-in, align customer on expectations and job duration - cancel optin if customer is unwilling to agree 3. Escalate it to the trainer (Delhi - Ravi, Bangalore - Amit) if the partner has raised multiple such tickets (more than or equal to three in L28 days)
	Interference in work	N/A	1. Align the pro to deliver
	Arguments in previous jobs	1. Previous partners' ratings for the customer 2. Availability of other professionals in the hub (not buffers) 3. Check if the partner has raised similar tickets in the past.	1. If previous partners had a similar complaint and customer has rating less than 3 by more than 2 pros - cancel the opt-in 2. If the customer has not raised a ticket against the provider and there is no previous feedback of the customer: a) If another pro is available in the hub - speak to the customer to know if they have an issue with the provider, if yes, transfer the optin; if no, counsel the pro to deliver b) If no other pro is available in the hub - counsel the pro to deliver 3. Escalate it to the City CMs if the partner has raised multiple such tickets(more than or equal to three in L28 days)	Sheet link to check previous partners' ratings for the customer
	Use of abusive language	1. Check any call recordings 2. Previous partners' ratings for the customer 3. Availability of other professionals in the hub (not buffers) 4. Check if the partner has raised similar tickets in the past	1. If valided through call recordings or previous partners' complaints and customer has rating less than 3 by more than 2 pros - cancel the opt-in 2. If the customer has not raised a ticket against the provider and there is no previous feedback of the customer: a) If another pro is available in the hub - speak to the customer to know if they have an issue with the provider, if yes, transfer the optin; if no, counsel the pro to deliver b) If no other pro is available in the hub - counsel the pro to deliver 3. Escalate it to the City CMs if the partner has raised multiple such tickets (more than or equal to three in L28 days)
	Demand for extra services	1. Speak to the partner to understand the nature of the extra services 2. Check if the partner has raised similar tickets in the past.	1. Align customer on expectations and job duration - cancel optin if customer is unwilling to agree 2.. Escalate it to the trainer (Delhi - Ravi, Bangalore - Amit) if the partner has raised multiple such tickets (more than or equal to three in L28 days)


Contacts of POCs -
Delhi	Bangalore
Trainer- Ravi Shekhar ravishekhar@urbancomapny	Trainer- Amit [email protected]
City CM- Rituja Guha [email protected]	City CM- Dhyan E [email protected]
Other POCs in CC- [email protected] [email protected] [email protected]	Other POCs in CC- [email protected] [email protected] [email protected]

Note

Customer at Fault: Cancel the opt-in and inform the customer, then fill the sheet.

DNP (Customer Not Picked): After two calls, park the ticket for 5 hours; if still DNP, cancel on Partner VOC and fill the sheet.

Ticket Timing after 8 PM: Tickets raised or where reminder time gets past 8 PM will be parked until the next morning.

Opt-In Cancellations: Fill this sheet for all opt-in cancellations, regardless of customer reachability.

Slack Case to Trainers: Cases raised on Slack to trainers will be parked for 48 hours.

Archived Partner: If the partner who's assigned on the plan is archived, then the agent will change the partner on the entire plan.

Customer calling is mandatory in all scenarios to ensure the customer is properly looped in, particularly if the partner is not aligned.

Warranty Timeline: We should adhere to the 24-hour warranty timeline only in the case of a Customer Behavior issue. For all other scenarios, the timeline is flexible, and the case can be catered to accordingly. Out-of-Warranty and Unreachable Customer: If a ticket is raised outside the warranty period and the customer remains unreachable, we will ask the partner to proceed with the job delivery. The partner should also be informed about the warranty period as outlined in this SOP. If the issue persists, the partner can raise a ticket after completing the job. Professional Denying Service: In cases where the customer does not have any issues with the professional or has agreed to take the service as per SOP, but the professional denies, we will inform the provider (PX) that a PAF would be charged to the professional.