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  3. Double payment/Payment done but showing pending in app

Double payment/Payment done but showing pending in app

ScenarioDouble PaymentPayment done but showing pending in app
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
Canned Responses (Level 1)Could you please confirm to me through which mode you have made the payment twice to our professional?
Allow me 2-3 mins to check the complete information.
Canned Responses (Level 2)Allow me 2-3 mins to check the complete information.
Agent Action 1If the customer confirm paid via UPI/Online - Ask for the Proof
If customer confirm paid via Cash - Call the Px		Check the payment status in dashboard
Calling RequiredPX - Yes ,2 call in 1 attempt
For online payment - We can ask cx to share the image proof, Pro calling is required in both cash and online payment scenarios.		CX/PX- No
Sub scenarioDouble PaymentPro Denied About Double PaymentPro Not ContactablePayment done but showing pending in app
Canned Responses (Level 3)As confirmed by the professional, so we are initiating the refund from our end to your source account. Please provide us your bank details as follows:
Bank Account Holder Name:
Account Number
Bank Name
IFSC Code
If you want the same amount in your UC wallet , we can initiate the same as well and this will be credited in next 24 Hrs (Validity of Credits - 365days)


Note : Subscription amount will not be refunded.		For CASH

We regret to inform you that our professional has denied the cash payment. If you allow me to setup a conference call between us right away?

For Online /UPI
We regret to inform you that our professional has denied the online payment. It would be helpful if you can share the screenshot of the payment you made to our professional.		We made many attempts to get in touch with the professional ,so we are initiating the refund from our end to your source account. Please provide us your bank details as follows:
Bank Account Holder Name:
Account Number
Bank Name
IFSC Code
If you want the same amount in your UC wallet , we can initiate the same as well and this will be credited in next 24 Hrs (Validity of Credits - 365days)
Please follow the instructions below to update the offline payment on the app.
1. Open Urban Company Application and go to Booking options.
2. Choose the booking for which you wish to change the payment status.
3. Go to Booking Summary and select the Payment
4. Select Paid Via Cash option.
Agent Action 2-If customer provide the proof fill the pro deduction form accordingly & process the refund to the customer
Calls - 2 attempts in 1 call.
-
ClosingI hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company!
Parking StatusNoNoNo
No
Note Partner calling is must - If customer has paid pro by CASH and ONLINE payment scenario

Cases where amount is paid by CASH to our pro and is >Rs.1500 and pro is PNR , then agent needs to take Client approval before initiating any refund NO PRO DEDUCTION IS REQUIRED HERE.

Cases where amount is paid by CASH to our pro and is <Rs.1500 and pro is PNR , then agent can give refund as per customer VOC and NO PRO DEDUCTION IS REQUIRED HERE. 

In case customer provides the proof of double payment and pro is not contactable , deduction will be done from pro.

Agents will not do pro deduction where pro is PNR.(only in case where customer doesn't have the proof of double payment)

For every pro deduction, agents has to inform the pro before doing any deduction from them, else it will be considered as FATAL.(only in case where customer doesn't have the proof of double payment)