Damage
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||||||||
| Canned Responses (Level 1) | I'm sorry to hear that you had a bad experience with us. Please elaborate your concern here so that I can help you in a better way. Also, please confirm the service and date on which you faced the issue | |||||||||
| Canned Responses (Level 2) | Thank you for sharing the required details, please allow me some time to check with a professional, May I put your chat on hold for 2 minutes. | |||||||||
| Agent Action 1 | Check the dashboard and call the partner to confirm the details of the job. | |||||||||
| Canned Responses (Level 3) | Before going further, I request that you please provide a few details here: 1. What got damaged? brand name of the damaged product and share images of it. 2. Have you checked the immediately following service? 3. Have you informed the professional about the damage post service? 4. Do you have any GST bills or invoices for the damaged product? | |||||||||
| Sub scenario | 1. if the damage is clearly visible and professional accepted the fault ( customer already has an old bill for the damaged product) | 2. if a professional is denied for the same | 1. if the damage is clearly visible and professional accepted the fault ( when a new bill is available for new repair) | 4. When a professional is PNR | 5. Out of warranty | |||||
| Canned Responses Level4 | The damage has been confirmed and it was totally unintentional. We will retain the professionals on such parameters again. If the old bill provided by the customer - As we have checked, the amount on the invoice provided by you is 1342 RS. This amount can be refunded directly in your Urban Company Wallet. It is processed in 24 hours and can be used for any Urban Company service where online payment is used within the next 365 days. We would not need any details here. Or, we could transfer the amount to your bank. It would take 5-7 business days to process the order. Please share your bank details in the below format. Account Information: Account No. : IFSC: Bank Name: Could you please let us know where you would like us to issue a refund? | within 24 hours. We sincerely apologize for the uncertain experience and inconvenience caused to you. However, as per my conversation with the professional, he informed us that no damage had been caused by him and he even asked you to check the bathroom/kitchen. before leaving. After 24 hours: We sincerely apologize for the uncertain experience and inconvenience caused to you. However, as per my conversation with the professional, he informed us that no damage had been caused by him and he even asked us to check the bathroom/kitchen before leaving. The damage complaint raised by you is after 24 hours of the service, and we always suggest our customers check the bathroom, fittings, and other fixtures post-service. We are taking strong feedback and request that you always check the area fittings, bathrooms, and fixtures post-service. | The damage has been confirmed and it was totally unintentional. We will retrain the professionals on such parameters again. we request you to please get the repair done up to the same cost of the old damaged product with a GST bill and we will refund the amount for the same product accordingly. when the bill is above 7000 As per the Urban Company damage policy, we request that you get the damage quotation shared, and we can reimburse up to 10,000 post-approval of a quotation from our team after comparing the quotation to market standards. if a new repair bill is provided by the customer - This amount can be refunded directly in your Urban Company Wallet. It is processed in 24 hours and can be used for any Urban Company service where online payment is used within the next 365 days. We would not need any details here. Or, we could transfer the amount to your bank. It would take 5-7 business days to process the order. Please share your bank details in the below format. Account Information: Account No. : IFSC: Bank Name: Could you please let us know where you would like us to issue a refund? | We sincerely apologize for the uncertain experience and inconvenience caused to you. However, as per my conversation with the professional, we have not been able to verify the same. We will be following up on this after 24 hours. IF PRO IS AT FAULT ON PNR SHEET.The damage has been confirmed and it was totally unintentional. We will retrain the professionals on such parameters again. We request you to please get the repair done up to the same cost as the old damaged product with a GST bill and we will refund the amount for the same product accordingly. when the bill is 7000 As per the Urban Company damage policy, we request you to get the damage quotation shared, and we can reimburse up to 10,000 post-approval of a quotation from our team after comparing the quotation with market standards. | We sincerely apologize for the inconvenience caused to you. I would like to inform you that you have raised this concern beyond the warranty period of 72 hours. To know more about the warranty on cleaning services, please reach out to https://www.urbancompany.com/delhi-ncr-professional-home-cleaning
However, we are taking this concern as strong feedback against the partner. Such feedback will help us to grow and help our partners meet expectations. | |||||
| Canned Responses Level5 | Closing script I hope we were able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script I hope we were able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script I hope we were able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script I hope we were able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script I hope we were able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | |||||