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 the 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. | |||
| Agent Action 2 | Check if issue was raised within 72 hours (If CX reaches post 72 hours in case of property damage, Case will not be catered by UC. For service -warranty is for 30 days ) | |||
| Calling Required | CX- No/PX- Yes | CX- No/PX- Yes | CX- No/PX- Yes | CX- No/PX- Yes |
| Canned Responses (Level 3) | Before going further, I request you to please share the images of the damaged photos. | |||
| Sub scenario | If the damage is clearly visible and professional accepted the fault | If a professional is denied for the damage, Check fraud score and refund history, Fraud score should be less than 50% | ||
| if professional can fix ( For EPC ) | If professional can't fix | Fraud score less than 50% | Fraud score more than 50% due to Refund feature value>=4 | |
| Canned Responses (Level 4) | We sincerely apologize for the uncertain experience and inconvenience caused to you. Check if the pro can fix the issue is yes then arrange a revisit | We sincerely apologize for the uncertain experience and inconvenience caused to you. We will request you to please get the work done from the Authorized vendor and we will Reimburse you for the Damaged service as per our damaged Insurance policy of 10k. | We sincerely apologize for the uncertain experience and inconvenience caused to you. We will request you to please get the work from the Authorized vendor and we will Reimburse you for the Damaged service as per our damaged Insurance policy of 10k. | 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 appliance before leaving. We are taking strong feedback against the professional and request that you always check the area and your appliance post-service. |
Sub scenario | If Yes - The damage has been confirmed and it was totally unintentional. We will retrain the professionals on such parameters to avoid such experiences again. However, as I can check that this service is not provided by UC so it will be very helpful if you can get the work done by an authorized vendor and can share the GST bill with us and we will Refund for the same work up to 10K. | - | ||
| If No - No Action Required. | ||||
| Agent Action 2 | Arrange Revisit from the Dashboard | |||
Canned Responses (Level 5) | I have scheduled your revisit with the same professional, he will be reaching your door step at [Date& Time] | I am initiating a refund of Rs......, which will be deposited into your account within 5 - 7 working days. To do so, please provide the following information: 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 the next 24 to 48 Hrs (Validity of Credits - 365days) | I am initiating a refund of Rs......, which will be deposited into your account within 5 - 7 working days. To do so, please provide the following information: 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 the next 24 to 48 Hrs (Validity of Credits - 365days) | |
| Closing | We were unable to resolve your issue at this time. We are temporarily closing this chat for now, however we request you to please reopen this chat whenever you have the GST Bill available with you. Thank you for interacting with Urban Company! | I 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! | We were unable to resolve your issue at this time. We are temporarily closing this chat for now, however we request you to please reopen this chat whenever you have the GST Bill available with you. Thank you for interacting with Urban Company! | |
| Note - These scripts are to be used post the decision making has happened on whether or not we are catering to the damage. The SoP and instructions to be used for the decision making stays the same as per respective PODs | |||
| First Response | Please allow us to assess what caused the damage and how extensive it is. We'll handle this according to our damage policy. | ||
Catering the Damage | Pro has agreed to damage | <10K | We sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR < > to make things right for you. |
| >10K (only for cases where we have agreed to give more than 10K refund with appropriate UC approvals in place) | We sincerely apologize for the damage caused; this is an unusual situation. The monetary loss incurred exceeds our damage insurance policy of 10K. However, since you are a valuable customer for UC, we'll reimburse you for the equipment/article with INR <> to make things right for you. | ||
| 10K | We sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR 10000 as per our damage insurance policy to make things right for you. | ||
Pro has not agreed to damage | <10K | Even though our partner denies causing any damage, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer. | |
| >10K | Even though our partner denies causing any damage and the damage amount exceeds our maximum limit as per the damage policy, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer. | ||
| 10K | Even though our partner denies causing any damage, we will still go ahead and reimburse INR 10K to make things right for you since we value you as a customer. | ||
Denying to Cater | OOW/OOS/BPC Closure etc | Unfortunately, since this request is <out of warranty/out of scope/closed on visitation charges>, we will not be able to help you with a refund or reimbursement in this case. | |
| Partner has denied the damage | I regret to inform you that our assessment indicates the damage wasn't caused by our partner's actions, so we're unable to offer reimbursement for this particular case | ||