Damage SOP 2025
| Damage Scenario | Cleaning and EPC | ||
| Customer Quality Check | Before Proceeding with any refund below mentioned points needs to be checked: 1. Check Customer Refund Fraud Score -> ( >=50 ) 2. Check if Customer registered email is Funny email -> [email protected] 3. Check if if it is 1st or 2nd service of the CX. Generaly, a fraud cx will generally create new account and do fraud in first or second of its booking. | ||
Basic Flow | 1. Always confirm what got damaged and kindly ask the customer if the cx was available at the time of damage ? 2. Identifying if the Issue is Legit or Fraud? To determine whether the reported damage is legitimate, follow these steps: A. Check Audit logs for Pre and Post Job Pictures - If proof is available in pre and post job pictures in audit logs and damage is visible on post job pictures but not in pre job pictures, proceed with refund via cross verifiying the damage on Google meet. - If no proof has been uploaded by the partner, schedule a Google Meet Call with the customer to investigate the issue. - If proof is available in pre and post job pictures in audit logs and damage is visible on both post and pre job pictures, confirm once with the partner and deny it to the customer that we wont be able to refund or help you since damage is visible in pre job photos as well. B. Ask for Damage Images from CX , verify it with Audit log photos (if present). C. Always search damage with Google lens to understand the average damage cost. D. Check the image share by cx on google lens to see if it is a Fraud or not? If a similar kind of photo is available online, it is a fraud case, deny the customer for any kind of refund. Mark TNS and park the ticket for 24 hours. E. PX and CX Fraud check - Also read PX reviews and rating. ( How to check PX review and rating) F. Ask cx if they informed Partner about the damage. G. Mention it to the CX that we will inform you about the further process post our call with PX and checking with the team. Give us a few minutes. | ||
| Partner Calling & SOP wise Conference Call | 1. Agent will call the Partner and ask the exact details of the damage case and mention the same in ticket notes. 2. If Partner Accepted the damage - Agent to Proceed with Google Meet directly with cx separately, no need of PX. | 1. Agent will call the Partner and ask the exact details of the damage case and mention the same in ticket notes. 2. If Partner Denied & PX Rating Greater than 4.8 and reviews are good, PX seems confident, do a conference call with the CX. 3. Conference Call to be conducted by the agent, Set Expectations with the partner before making the call. 4. If the tone of PX is not good, then agent can decide if conference call is needed or not. 5. Two cases - Issues solved, cx agrees - close it on feedback. In case issue is not solved, then conduct a google meet separately with CX to understand the damage. | 1. Agent will call the Partner and ask the exact details of the damage case and mention the same in ticket notes. 2. If Partner Denied & PX Rating less than 4.8 and reviews are bad/or PX seems unconfident/ or there are cases of damage in his review section, then do not have a conference call with CX and PX. 3. Do a separate call with CX and ask him to join on Google meet. |
| Conference Call Checks | Conference Call to be conducted by the agent, Set Expectations with the partner before making the call | Conference Call to be conducted by the agent, Set Expectations with the partner before making the call | Do Not Conference Call by the agent, set expectations with the partner before making the call |
| Google Meet | Conduct a Google Meet between the agent and the customer, all agents need to screen record the meet with SCRNLI extension from the chrome browser, then upload the recording on google drive and paste the file link in ticket notes. - Very Important On Gmeet - 1. Check if the damage photo shared earlier by cx matches with the one shown in video call. 2. Understand the cx concern properly with empathy. 3. Ask the customer brand, dimensions, purchase bill or estimated purchase price and purchase year. 4. In case the damage seems that it is an older damage(pre - existing), then humbly tell the same to the customer that we won't be able to cater it since it is an old damage ( Fraud case). 5. In case it is a legit damage, proceed with the following below. | ||
| UC Serviceable | Create services to address the damage, place a booking for the customer, with UC covering the cost. Imp Note - Ensure that the same professional involved in the initial issue does not get assigned to the new booking. At the time of booking creation, thoroughly verify the details and inform the newly assigned professional about the issue to ensure proper resolution. At the point of Pro arrival - Ask the Pro to do Gmeet - Send him the link. | ||
| UC Non Serviceable | - Verify brand, dimensions, and purchase bill. If unavailable, request the purchase price from the customer. - Confirm the purchase year. - Refer to the New Objective refund grid & Appliance Refund Grid - If listed, offer the Objective Refund amount to the customer. If the customer disagrees, check Amazon/Flipkart for pricing. - If not listed, check Amazon/Flipkart for a comparable price. - If the item price is unavailable online: Ask customer to provide GST Bill of same product | ||
| Actioning Post Customer Quality Check | If partner has accepted the damage proceed as per refund guideline SOP | If Customer's refund fraud score is >=50 and Partner rating is above 4.8 go with Partner VOP, politely deny the refund to the CX | If Customer's refund fraud score is >=50 and Partner rating is below 4.8 go with Customer VOC, proceed with depreciated value refund as per SOP |
| Objective Refund Sheet | 1. Check the price on Objective Refund Sheet, pitch the refund accordingly 2. If Cx not aligned always verify the price of the damaged product on Google and Amazon. | ||
| Damage Cost | Damage upto ₹5000 | Damage ₹5000-₹10,000 | Damage Exceeding ₹10,000 |
| Refund Guidelines | - If the item costs less than ₹5,000, process a full refund after cross-verifying online prices. | 1. Calculate the depreciated value using depreciation calculator in Objective Refund Sheet. 2. If the depreciated value is between 5000-10000,pitch the same to the cx. If the customer is still not agreeing, fill the google form and and post approval from TL ,refund the actual purchase amount. 3. If the depreciated value is less than 5000,pitch the same to the cx. But if the customer is adamant, refund the amount of Rs 5000. | 1. Calculate the depreciated value using depreciation calculator in Objective Refund Sheet. 2. If the depreciated value is less than Rs.10000, pitch the same to Cx. If CX agrees, refund the same. If the CX does not agree with the depriciated amount, But if the customer is adamant, Agents will fill the FORM, and AM will post that case on Slack Channel, Only after UC approval process the refund, and the AM must maintain a sheet for it. |
| Chemical Damage Assessment | Ticket Format | ||
Chemical Damage Assessment: 1. Chemical damage for Floor/Sofa Fabric/Carpet Fabric: Agent to get on Google Meet call with the customer to investigate the case, then once the recording is uploaded it needs to be raised to the trainer with video link on slack channel, wait for trainers approval and proceed as per the resolution. 2. For Taps and Fittings/physical damage Check the brand name against the old bill. If the partner denies responsibility but the damage is clear, and you’re unsure about the resolution for chemical damage, refer to the objective refund sheet. Trainer Follow-Up: If there is no response from the trainer within 24 hours, discuss the situation with UC POC, close the case, and ensure to tag the correct points of contact (POCs) in the appropriate channels. For SKBC raise on - SKBC-chemical-damage and city trainer and keep Suman shrivastava in CC on slack channel and wait for revert. For chemical damage (FHC ) we have created a group with city trainers, Priyanka and deba also added there and start sharing chemical damages cases on that slack channel (fhc-escalation-chemical-damage) park for 24 hours and keep asking for follow up after 2 or 3 hours. Important Note: For any partner we are sending, we will inform everything to the new partner and ensure that we maintain proper follow-up on the new booking and process the payment for the new partner we are assigning. Ensure that the same professional involved in the initial issue does not get assigned to the new booking. At the time of booking creation, thoroughly verify the details and inform the newly assigned professional about the issue to ensure proper resolution. | Case description- Damaged product purchase year- Damaged product old bill- Google Lens screenshot - Audit Logs available or not- Partner Accpeted or denied- Partner Rating- Google Meet recording Link- Customer Behaviour Feedback- | ||
| Refund Guidelines | |||
| Damage Cost | Damage upto ₹5000 | Damage ₹5000-₹10,000 | Damage Exceeding ₹10,000 |
| Actioning | - If the item costs less than ₹5,000, process a full refund after cross-verifying online prices. | 1. Calculate the depreciated value using depreciation calculator in Objective Refund Sheet. 2. If the depreciated value is between 5000-10000,pitch the same to the cx. If the customer is still not agreeing, fill the google form and and post approval from TL ,refund the actual purchase amount. 3. If the depreciated value is less than 5000,pitch the same to the cx. But if the customer is adamant, refund the amount of Rs 5000. | 1. Calculate the depreciated value using depreciation calculator in Objective Refund Sheet. 2. If the depreciated value is less than Rs.10000. If the customer is still not agreeing, pitch for max. refund of Rs. 10,000 as per policy. 3. If the depreciated value is more than Rs. 10,000, still pitch for maximum refund of Rs.10,0000 amount. But if the customer is adamant, Agents will fill the FORM, and AM will post that case on Slack Channel, Only after UC approval process the refund, and the AM must maintain a sheet for it. |
| CNR Process | |
| In case of damage scenarios where the resolution is already known, the below process must be followed and properly documented: The notes must clearly reflect whether the resolution has been provided or not. | CNR Flow (Known Resolution): CNR 1 – 1 hour (CNR 60 min SMS) CNR 2 – 2 hours (First Attempt) CNR 3 – 2 hours ( First Attempt) CNR 4 – 2 hours ( First Attempt) CNR 5 – 2 hours ( First Attempt) CNR 6 – Case Closure (Third Attempt SMS) |
| CNR Flow (Pending Resolution from Customer or UC ): | CNR 1 – 1 hour (CNR 60 min SMS) CNR 2 – 2 hours (First Attempt) CNR 3 – 4 hours (Second Attempt) CNR 4 – 4 hours (Second Attempt) CNR 5 – 4 hours (Second Attempt) CNR 6 – Case Closure (Third Attempt SMS) |
| Important Time Guidelines: | CNR attempts can only be made till 7:30 PM.For example, if CNR 1 is at 6:30 PM, the next attempt can be parked for 7:30 PM.If the customer is still not reachable, do not park it for 9:30 PM. Post-7:30 PM cases should be parked for the next day between 01:00 PM – 5:00 PM. Pendency Follow-ups: Call attempts should be made only between 8:00 AM to 9:00 PM. No attempts should be made outside this window. |
| 2. Document Collection – Quotation/Bill/Image | If the customer borrows time to share a bill, quotation, or image, follow the process below: · Proactively inform the customer to share the required document within 5 days. · Clearly communicate that failure to provide documents within the said timeframe will lead to closure as per policy. · In case the customer seems adamant or genuine, escalate to TL/QA/Client for necessary exception handling. |
| CNR Canned Response | Canned Response for CNR- We tried calling you from +91 22-69728200 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. |
Important Notes :--
-- whenever you are catering EPC damage cases, make sure to give UC serviceable Installation amount in credits with the overall damage amount.
-- Rest where UC does not cater these installation services we will give Maximum 500-700 Rs as per Customer's Expectation, any amount more than this take approval from TL / AM / QA.
-- Make sure to add Google Lens screenshot in ticket notes when you are trying to verify product price online.
CNR PROCESS :-
In case of any CNR post 7:30 pm, Please park it for the next day between 10AM to 1 PM for the next CNR attempt.
For any ticket getting CNR, we can attempt till 7:30pm, e.g. If any ticket getting CNR 1 at 7pm we will park it for 7: 30pm post that again if the customer is CNR we can not park it for 9: 30 pm, post that the case will be park within the window of 11 am to 2 pm f.
If we are working on a pendency we can attempt the call only from 9am -- 9 pm not post that.
Canned Response for CNR-
We tried calling you from +91 22-69728200 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.
| Chemical Damage Assessment | |
Chemical Damage Assessment: 1. Chemical damage for Sofa Fabric/Carpet Fabric: Agent to get on Google Meet call with the customer to investigate the case, then once the recording is uploaded it needs to be raised to the trainer with video link on slack channel, wait for trainers approval and proceed as per the resolution.(Trainers SKBC) 2.Bathroom & Kitchen Cleaning - Damage/PNR Handling A. Customer Investigation: -Agent must connect with the customer via a Google Meet call to investigate the issue. -Ensure the call is recorded and the recording is uploaded for reference. B. Unclear/Fault Cases:If the professional is PNR or if it is unclear whether the fault lies with the professional: -Share the case with the trainer on the designated Slack channel. -Include the video link and a brief summary of the issue. -Wait for trainer's approval before proceeding with the resolution. C. High-Value Damage Cases:If damage appears to exceed ₹10,000 and there's a reasonable assumption it can be resolved through cleaning: -Raise the case to the trainer on Slack. -Include relevant details and the video link. 3. For Taps and Fittings/physical damage Check the brand name against the old bill. If the partner denies responsibility but the damage is clear, and you’re unsure about the resolution for chemical damage, refer to the objective refund sheet. Trainer Follow-Up: If there is no response from the trainer within 24 hours, discuss the situation with UC POC, close the case, and ensure to tag the correct points of contact (POCs) in the appropriate channels. For SKBC raise on - SKBC-chemical-damage and city trainer and keep Suman shrivastava in CC on slack channel and wait for revert. For chemical damage (FHC ) we have created a group with city trainers, Priyanka and deba also added there and start sharing chemical damages cases on that slack channel (fhc-escalation-chemical-damage) park for 24 hours and keep asking for follow up after 2 or 3 hours. Important Note: For any partner we are sending, we will inform everything to the new partner and ensure that we maintain proper follow-up on the new booking and process the payment for the new partner we are assigning. Ensure that the same professional involved in the initial issue does not get assigned to the new booking. At the time of booking creation, thoroughly verify the details and inform the newly assigned professional about the issue to ensure proper resolution. | |
| Format to be raised on trainers group |
| Ticket ID - Partner ID - Trainer Name - City - Category - FHC/SKBC Summary - marble turned white , Partner denied/PNR , if this can be solved with revisit please do let us know . Video Call Link - CC - Suman shrivastva Raised By (Agent Email) - Note- Add Slack thread Link in the Notes |