Common templates

Opening for Reminder / Reopen Chat	Please grant me 2 minutes to review our previous interaction so I can assist you more effectively. As I can see, this appears to be a follow-up chat regarding your case. Let me promptly review the details so that I can provide you with a more comprehensive update on your current issue.
First Apology	We apologize for any inconvenience you may have experienced. Rest assured, We are committed to assisting you with your issue. Or We sincerely apologize for any inconvenience you may have encountered. Please be assured that our commitment to assisting you with your issue remains unwavering
When unable to connect with customer	We extend our sincere apologies for the delay in reaching out to you earlier, which was due to the exceptionally high demand. Please rest assured that we are now prioritizing your issue and will address it as swiftly as possible
Asking Bank Details	To initiate your refund, we kindly ask you to access the provided link in the SMS and share the following details: Account Number, IFSC Code, Account Holder Name, and Bank Name. Your cooperation is greatly appreciated
After CNR 3 - Must use canned/SMS	We regret to inform you that the chat window is being closed as there is no response from your end. If your query is not addressed, We would request you to re-initiate the chat from the application. Our chat service is available from 6:00 AM to 12 midnight.
Case Closure (When on call with cx)	Your callback request has been successfully fulfilled. To prevent any future unnecessary calls, we are temporarily concluding our conversation. Thank you for choosing UrbanCompany, and we wish you a fantastic day ahead!
If cx is unresponsive post further assistance (2 mandatory Calls attempts before closing the case)	We've made two attempts to address your complaint, but unfortunately, we haven't received a response. Since you've been away for some time, we'll now conclude this chat session. For any additional assistance, please visit our app's help center. Thank you for choosing UrbanCompany, and we wish you a fantastic day!
When customer is not responsive 1	Are we still Connected? Your response in this thread would be greatly appreciated to keep our conversation going.
When customer is not responsive 2	As we haven't heard back from you in the chat, we'd like to suggest a call for a more effective resolution. Your convenience is our top priority.
When agent response is late	Yes, I'm here, and I'm addressing your concern with top priority.
Conference Call	To provide you with the best assistance for your concern, may I arrange a conference call between you and our professional? This will help prevent any misunderstandings and ensure clear communication.
When agent offers Credits or NEFT	Usually, the amount is credited instantly, although occasionally, it may take up to 24 hours. We greatly appreciate your patience in such cases.
Customer not responding on chat and call both	Since we haven't received your response through chat or call, we've taken proactive steps to address and resolve your concern. Please feel free to reopen the conversation at any time. Your satisfaction is our priority.
closing after the call	As we discussed during our call, we are concluding this chat session. Thank you for choosing Urban Company! Wishing you a fantastic day ahead.
Acknowledgement	Thank you for sharing the information. Please grant us a moment to review this.
Assurance	Rest assured, we are fully committed to assisting you with this.
Apology 1	We apologize for any inconvenience you've experienced. This is not the level of service we aim to provide to our valued customers.
Apology 2	We apologize for the unintended error and want to assure you that we have taken measures to prevent such occurrences in the future. Please consider this as an exception and grant us the opportunity to serve you even better in the future.
Empathy	We understand how frustrating this situation must be for you, and we want you to know that we genuinely care about your experience with Urban Company. We're here to assist you every step of the way to ensure we resolve your concerns and make your experience with us as smooth as possible.
Hold ( while calling PX)	We kindly ask for your patience as we make a quick call to our professional to address the issue. We'll aim to return with a more effective solution in 2-3 minutes. Thank you for your understanding.
Hold 1	We kindly ask for your patience as we review the information you've provided. Your cooperation and patience are highly valued. Please hold on for a moment.
Hold 2	Would you mind waiting for 1-2 minutes while We look into this for you?
Unhold	Thank you for your patience, We are so sorry to keep you waiting.
Buying time from CX	This is taking a bit longer than we initially anticipated. Please allow us a minute to gather all the necessary details, and we'll promptly get back to you. We truly appreciate your patience and understanding.
Partner's Feedback	Thank you for bringing this concern to our attention. We will ensure that your feedback is forwarded to the relevant teams so that appropriate action can be taken to prevent similar situations in the future. Please view this as an isolated incident, and we kindly request one more opportunity to provide you with an improved experience.
Polite Denial	As a highly valued customer, we genuinely wish we could accommodate your request. Unfortunately, certain obligations and policies prevent us from doing so. We sincerely hope for your understanding and cooperation in this matter, and we deeply appreciate your continued support.
When cst ask to assign a good rated pro OR Preferred PX	We'd like to clarify that our professional assignment process is automated, and it doesn't consider ratings, reviews, religion, caste, or vaccination status. Nevertheless, rest assured that the assigned professional is dedicated to providing you with a satisfactory service. Your satisfaction is our utmost priority.
Booking Confirmation 1	Are you inquiring about the booking for which you've expressed a concern?
Booking Confirmation 2	Could you kindly confirm that you are referring to the "Salon at Home" booking scheduled for 14th March 2022 at 4:00 PM?
Unresponsive during the chat	As there has been no activity for the last 2-3 minutes, we will temporarily close this chat. If you have any further questions or need assistance, please feel free to reopen the chat, and we'll be more than happy to assist you.
Important Lines	We deeply regret the error on our part, and we sincerely apologize for the significant inconvenience it has caused you. Your satisfaction is of the utmost importance to us.
	We genuinely care about how you are feeling right now and will do our utmost to assist you to the best of our abilities.
	We greatly appreciate your feedback, and we're committed to using it to enhance our services in the future. Your input is invaluable to us.
	We want to reassure you that your feedback holds significant value for us, and we can guarantee that we will take steps to ensure that such issues are not repeated in the future. Your feedback is crucial for our improvement.
	We truly empathize with the difficulty you must be facing while working in pain. We are genuinely sorry for this situation, and please rest assured that we are taking measures to prevent this type of error from occurring in the future. Your well-being is important to us.
	We understand that the amount we're offering cannot fully compensate for the discomfort you've experienced. However, as a gesture of our apology, we'd like to offer you (-- UC Credits or amount). If you're willing, may we proceed with this resolution?
	Please don't worry. We're in the process of reviewing your previous conversation. Kindly bear with us for a moment.
	We fully comprehend the frustration you must be feeling, considering the extended wait you've endured.
	We genuinely value your money and time, as we understand the effort it takes to earn them.
Refund	Upon review, we are pleased to inform you that the refund of Rs. xxxx has been successfully initiated from our end under transaction ID 12345678 on dd/mm/yyyy at 00:00:00. Please be aware that it might take up to 7 business days for the refund to appear in the source account, excluding Saturdays, Sundays, and bank holidays.
Refund Mode Confirmation	Would you like the refund to be credited to your Urban Company wallet or directly to your bank account?
Reschedule Confirmation	Your booking has been rescheduled as per your request for the specified time, and you will receive a confirmation in the application as well.
Reschedule Confirmation	Thank you for confirming. We will proceed to reschedule your request for the specified time, and you will receive the confirmation in the application as well.
Reschedule	You have the option to reschedule the booking from your end by following these steps: Open the UC App Go to "Bookings" Choose the booking you wish to reschedule Select "Reschedule" Pick your preferred time slot
Cancel	You have the flexibility to cancel your booking by following these simple steps: Open the UC App Navigate to "Bookings" Choose the booking you wish to cancel Click on "Cancel"
Acknowledgement & Apology	Please be assured that Urban Company prioritizes the well-being of its customers and addresses such cases promptly. We have a partnership with "TATA 1 MG," which offers free dermatologist consultations to customers who experience allergies or post-service effects.
Acknowledgement & Apology	We apologize sincerely for our mistake. Please rest assured that this does not meet our service quality standards. To address your discomfort, we offer a complimentary dermatologist consultation to address any allergies or post-service effects. Our partner, 1-mg, provides quality doctors who can diagnose and prescribe medication. Would you like to proceed with this offer?
Discount limit over / Membership discount not applied	We've noted that your membership is valid until dd/mm/yyyy. Please be aware that according to our fair usage policy, the maximum discount you can avail is limited to 7 times the membership price you paid.
Product Quality	Please understand that our professionals are trained to use the products listed in the application when providing their services. However, if you encounter any issues with the product, please allow us to investigate with the professional and provide you with a resolution.
T&S Escalate 1	In this situation, we have escalated your issue to the relevant department. You can expect a follow-up call within 15 minutes, and they will certainly assist you with your concern.
T&S Escalate 2 (Theft - Only if cst have proofs)	To ensure a more comprehensive resolution for the issue you've mentioned, we've brought this to the attention of the appropriate team. They will reach out to you within the next 24 to 48 hours. Your understanding and cooperation are greatly valued.
Payment Failure / Tech Issues	We extend our sincere apologies for the inconvenience you've faced. Due to a technical issue on our end, we kindly request you to make a new booking using an alternative payment method.
	Apparently the transaction failed, so the payment didn't go through. If there is a deduction, it will be refunded back within 5 - 7 bank working days as per RBI norms. You can expect the refund to be credited by "xx" date . You will receive the refund in the bank account linked with your ( Paytm ,Google pay ,UPI, Phonepe). Meanwhile, please place a new booking using the "Pay After Service" option. Note - ( Agents need to calculate 7 working days and mention the same)
	Please grant me a moment to review the details in this regard. In the meantime, could you please confirm if any amount has been debited from your account?
Payment Failed / Didn't receive at UC	Apparently the transaction failed, so the payment didn't go through. If there is a deduction, it will be refunded back within 5 - 7 bank working days as per RBI norms. You can expect the refund to be credited by "xx" date . You will receive the refund in the bank account linked with your ( Paytm ,Google pay ,UPI, Phonepe). Meanwhile, please place a new booking using the "Pay After Service" option. Note - ( Agents need to calculate 7 working days and mention the same)
Refund TAT over / CX not received	If more than 5-7 business days have passed and you have not received the refund, we kindly request you to verify the transaction with your respective bank.
Refund TAT over / CX not received	Thank you for your patience. As per our records, the refund was processed on [Date] for Rs. [Amount] from our end. There might be a technical issue causing a delay. To check the refund status, you can use the RRN number [RRN Number] with your bank.
Payment Summary Image	For your convenience, we have attached a screenshot of the payment history associated with the mentioned booking below.
Profanity	We kindly request that you maintain a professional tone and refrain from using profanity in this chat.
Profanity	This is a professional chat, and it is being recorded for quality and training purposes. We kindly request you to avoid using such words to ensure that we can provide you with the best possible assistance.
Closure - Where resolution is provided	We're delighted that we could assist you with your query. Should you have any more questions or concerns, please feel free to reach out to us. Our support team is available from 6 AM to 12 midnight. Thank you for choosing us as your service provider, and we wish you a wonderful day ahead!
Closure - For Adamant User/ resolution not provided	I know we have hampered your experience. I would request you to please take this as an exception and give us another chance to serve you better the next time. I would request you to please take this as an exception and give us another chance to provide you with better services the next time. I know this is disheartening but I would request you please allow us another chance to make it up to you the next time. Thank you for choosing Urban Company. Hope to serve you better the next time.
Payment pending / Paid via cash	To address your payment pending issue, we kindly request you to open your Booking details and proceed to the "Booking summary." Then, you'll find a tab for "Payment Summary" where you can click on "I paid via cash." This will rectify your payment pending status.
Pro denied the service	We apologize for any inconvenience you've experienced. Please allow us 2-3 minutes to contact the professional and understand why they were unable to serve you.
Pro reaching late	We apologize for the delayed start of the booking. Please grant us 2-3 minutes to contact the professional and ascertain the reason for this delay.
Cancellation Charges	As you've canceled the request within 3 hours of the booking time, an additional fee of Rs XXX has been charged as cancellation charges, in accordance with our policy.
Cancellation Charges before 2 Hrs	We regret to inform you that due to some technical misunderstanding, you have been erroneously charged with a cancellation fee. Therefore, we will be initiating a refund in your UC wallet. The same will reflect in your source count within 24 hours.
Cancellation charges if UC at FAULT	We apologize for the inconvenience. Generally, a cancellation charge applies when a booking is canceled within 3 hours of the booking time. However, since this was our error, we'll initiate a refund of Rs. XXX in the form of UC credits to your UC Wallet, and it will be credited within 24 hours.
Personal Doc consultation & reimbursement (If cst refuse to take 1MG)	If you've already consulted your local or family doctor, kindly submit the prescription and your medicine bill invoice for reimbursement. After validating and reconciling the documents, we'll process the reimbursement within 2 days. Once approved, you can expect the refund in your account within 5-7 business days.
Gift Card not being applied	We deeply regret the inconvenience you faced while trying to use the Gift Card. To assist you more effectively, we kindly request the following details related to the issue: 1. The error message you received when attempting to apply the gift card. 2. A screenshot of the error, if possible.
NR Ticket not created	We apologize for any inconvenience. We regret to inform you that, due to an exceptionally high demand, a professional cannot be assigned to your request at this time.
NR - if cx is adamant	We genuinely appreciate your concern, and our constant aim is to deliver a superior customer experience. We apologize if we fell short of your expectations in this instance. Please rest assured that our team is actively addressing your concern, and we will provide you with an update as soon as possible.
Connecting Cx over the call	We'd like to connect with you over a phone call to provide more effective assistance.
Payment captured twice / technical glitch	As we have received both payments, we are in the process of initiating the refund from our end. You should see the refund reflected in your source account within 5-7 working days, as per RBI guidelines. You can expect the refund to be credited by xx date.
Payment captured twice / didn't receive by UC	Upon our review, we have not received the payment twice on our end. We kindly request you to contact your respective bank for further clarification and details regarding the payment.
Membership Discount Non-Refundable	We've noticed that you've been enrolled in our Plus Membership, which is automatically linked to your account upon placing an order on our platform. It's important to note that the membership is non-cancelable, non-transferable, and non-refundable, and this information is clearly stated on our app and website. UC Plus Membership offers several advantages: 1.Discounts on every service. 2.Top-rated plus professionals assigned to every service. 3.Prioritized customer support.
CNR common canned	We tried calling you from +91 124-6486353 regarding your complaint but couldn't connect. We'll attempt to call again in the next "Time" from the same number. Please ensure that it is not blocked on your phone. Kindly note, this is an outgoing number, so you won't be able to call back on it.
For Poor Service/Noshow/Pro Behavior:	We acknowledge your concern regarding the behavior of our professionals. Please be assured that we have a system in place to address such issues. If a professional is found at fault, we take immediate action against them. If their behavior does not improve, we remove them from our platform. Your satisfaction and trust in our services are important to us, and we are dedicated to ensuring a positive experience for you.
For Poor Service/Pro Behavior: (Where customer reaches out to us within 7 days):	We acknowledge your concern regarding the behavior of the professional. Please rest assured, we have a system in place to address such issues. If a professional is found at fault, we take immediate action against them. If their behavior does not improve, we remove them from our platform. Your satisfaction and trust in our services are important to us, and we are committed to ensuring a positive experience for you. Additionally, I noticed that you have rated the professional 5 stars but are not completely satisfied with the service. I want to inform you that you have the option to change your rating for the partner based on your updated experience. Partner ratings make the base for our need based retraining on partner end.