Disintermediation/Offline Service - SOP

Tagging SOP-

Indirectly reported Disintermediation means that the customer is reaching out for poor service however we find that the issue is related to the offline service.

Definitions of different types of intermediation -

1.No UC booking - Customer and partner had shared contact numbers and customer called him directly for the job

2. Cancelled on UC and offline service - Customer had made a booking but cancelled it later when partner reached and service was delivered offline

3. Partial offline service - Booking was through the app however, upselling was done in cleaning/salon or spare parts/Gas charging etc were added later but not added to the original booking/invoice.

Note - Without proof of payment, we will not consider this as disintermediation. For example, if the customer has paid hard cash then we won't tag it under offline service.

Refund SOP-

We will cater Customers coming to us through poor service flow for full offline bookings done by partners.
Agents would just need to check manual proofs.

How to check if a request is genuine:

Get partner_id from ops dashboard by asking customers about -
Partner number
Partner name
Date of offline booking

If request is genuine – (For Full offline service)

Check transaction amount
If the transaction was made through cash and there is no proof, we cannot process refunds – apologize to the customer and mention that we will ensure this does not happen again.
If transaction made on UPI apps, ask for screenshots and try matching -
UPI ID with phone number - if matched, process refund
If UPI doesn't matches with phone number then it need to be discussed with UC Pocs.
Mention Pro Id in notes.

If request is genuine – (For Partial offline service)

Check transaction amount
If the transaction was made through cash and there is no proof, we cannot process refunds – apologize to the customer and mention that we will ensure this does not happen again.
If transaction made on UPI apps, ask for screenshots and try matching -
UPI ID with phone number - if matched , align partner to visit and create a revisit( only same pro) , else refund.
If UPI doesn't matches with phone number then it need to be discussed with UC Pocs.
Mention Pro Id in notes.

Refund details:

All refunds processed as UC Credits
Per customer per refund cap: Rs. 5000 /-( Refund amount need to be discussed with UC POCs)
Offline booking should have happened in the last 30 days

If the refund request is not genuine, we cannot process refunds – apologize to the customer and mention that we will ensure this does not happen again