No show - Pro is late

Important Update	We will give 100 credits in every instance of No show Response --We highly value your time and experience; therefore, we will be providing a 100 INR discount on your next service by adding 100 UC credits to your UC wallet. These credits will remain valid for the next 365 days and can be applied to any future prepaid bookings. 1 UC credit is equivalent to 1 INR.

Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
**Read Chat History First**
Probing/Paraphrasing	Issue is clearly mentioned in chat history	Issue is not clear from chat history
	As we understand, you have raised the complaint regarding a professional not showing up as scheduled.Kindly verify if this is correct	We request you to please elaborate the concern so that I can help you quickly.
Apology	We apologize for the delayed start of your booking. Please allow us 2-3 minutes to contact the professional and ascertain the reason for the delay
Agent Action 1	Call Pro (Only 1 attempt to be made to the partner)
Possible Scenario	If Professional Responsive and informs that he is Late and will deliver the service			Professional Responsive and informs that he cannot deliver the Service
Script	Response 1 - We apologize for any inconvenience caused and appreciate your patience. Our service professional encountered unexpected circumstances, leading to the delay. We value your time and are actively investigating to prevent such occurrences in the future.			We've tried reaching the assigned professional and we got to know that he/she is unable to serve because of XXX Reason. We're dedicated to delivering bookings on time, but unforeseen circumstances can cause delays. We apologize for this. However, we can definitely reschedule your booking to the next available slot. Please confirm if you would prefer to reschedule? Your confirmation would be greatly appreciated

Possible Scenario	Customer Agrees to wait	Customer disagrees to wait and wants to Reschedule	Customer doesnt want to wait or Reschedule and asking to Cancel	Customer Agreed to Reschedule	Customer disagrees for Rescheduling and asking to Cancel
Agent Action 2	*Pro Reaches in 15 Mins* As confirmed with our professional, they will be arriving at your location 15 Mins. Your concerns are important to us, and our goal is to consistently deliver a stellar customer experience. With that note, We would like to inform you that we will be following up with the professional till the time he/she reaches your location. At UrbanCompany, we are committed to delivering exceptional service promptly, and it's disheartening when we fall short of that commitment. We take full responsibility for this lapse and are actively working to prevent such occurrences in the future. Note - Agent should keep the case for follow up until pro reaches the cx location Reminder assigned post 15 mins - call the customer directly upon receiving reminder and resolve as per the conversation. *Partner will come at a later time * As confirmed with our professional, they will be arriving at your location at <time>. Your concerns are important to us, and our goal is to consistently deliver a stellar customer experience. Rest assured, our professional will be there and provide the exceptional service. We are closing this chat session for now but please feel free to reopen later if there is any inconvenience again.	*Copy paste the available slots* Response 1 - Thank you for the confirmation, We have rescheduled your request for <Time, Date>. You will also be able to see the details in the UC application as well. Response 2 - Please rest assured, We will assign a new professional on the rescheduled Slot 1 hour prior to the booking and will arrive on time to provide you with our exceptional service. Your satisfaction and a timely experience are our top priorities, and we are committed to delivering on our promise. *Resolve the ticket immediately post rescheduling/cancelling*	At UrbanCompany, we are committed to delivering exceptional service promptly, and it's disheartening when we fall short of that commitment. We take full responsibility for this lapse and are actively working to prevent such occurrences in the future. **Please check the payment Status Prepaid Booking Response 1 - We have cancelled your request from our end with your permission. The booking amount will be refunded to your source account within 5-7 bank working days as per RBI norms. You can expect the refund to be credited by xx date. Note - ( Agent need to calculate 7 working days and mention the same) COD Bookings Response 1 - We have cancelled your request from our end with your permission. Resolve the ticket immediately post rescheduling/cancelling**	*Copy paste the available slots* Response 1 - Thank you for the confirmation, We have rescheduled your request for <Time, Date>. You will also be able to see the details in the UC application as well. Response 2 - Please rest assured, We will assign a new professional on the rescheduled Slot 1 hour prior to the booking and will arrive on time to provide you with our exceptional service. Your satisfaction and a timely experience are our top priorities, and we are committed to delivering on our promise. *Resolve the ticket immediately post rescheduling/cancelling*	At UrbanCompany, we are committed to delivering exceptional service promptly, and it's disheartening when we fall short of that commitment. We take full responsibility for this lapse and are actively working to prevent such occurrences in the future. **Please check the payment Status** Prepaid Booking Response 1 - We have cancelled your request from our end with your permission. The booking amount will be refunded to your source account within 5-7 bank working days as per RBI norms. You can expect the refund to be credited by xx date. Note - ( Agent need to calculate 7 working days and mention the same) COD Bookings Response 1 - We have cancelled your request from our end with your permission.
Closing	We highly value your support and thank you for your understanding. If you require help in the future, please reach out to us. Thanks for choosing UrbanCompany, and have a great day ahead!	We Hope that we were able to assist you today, and we appreciate you choosing Urban Company. We eagerly anticipate the opportunity to serve you again.	Once again, please accept our sincerest apologies for any inconvenience this may have caused. We appreciate your understanding and look forward to serving you better in the future. Thank you for choosing Urbancompany	We Hope that we were able to assist you today, and we appreciate you choosing Urban Company. We eagerly anticipate the opportunity to serve you again.	Once again, please accept our sincerest apologies for any inconvenience this may have caused. We appreciate your understanding and look forward to serving you better in the future. Thank you for choosing Urbancompany
Mandate Agent Action	When the agent reschedules the booking, they will contact the professional who missed the appointment. The professional will be advised to accept the new booking only if they can guarantee a visit to the customer's place. If the professional is uncertain, we will instruct them not to accept the booking, and it will be offered to another professional.