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Beauty Damage SOP

Beauty Damage SOP
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.
Check Cx Fraud Score -->No images will be asked from the customer -->For any sensitive case like severe burn, skin damage , Customer hospitalised we will create tns-->Park the Case for 24 hours

Genuine Customer Scenarios
Partner CallingAgent will call the parther seprately and understand how damage happened. We will not arrange confrence call in such scenario
Customer GenuineCx agreed for DermaCx Denying for DermaCx already consulted Doctor before escalating to UCCx wants only refund of serviceNon Geniune Customer
Agent ActionWe Understand your concern, we would like to offer a free dermatologist consultation through our partner 1 MG for allergies or post-service effects. Would you like to proceed?if the customer is not aligned with this and wanted to take outside consulation.Customer already consulted the doctor and post that reach out to us If customer is admant for refund and deny for any consultationIf fraud score is above >50, we will ask for the images from the customer and verify on google lens first, if images are taken from google lens then create TnS.
Agent action 2If cst says YES then provide 1MG coupon from the 
1MG Coupon sheet
Sheet Link - https://docs.google.com/spreadsheets/d/1A5r8-Um3rE5HoMM7J3SZmCy0oYxeHuz_JLxaeC-QUnY/edit#gid=1100776509		We will request the customer to take consulation and we will cater the bill post verifiaction.If customer is asking consultaion fee we can refund upto 500 if customer is not asking for consualtion charges we can ask the customer to take the consultaion and share the bill with us.We will request the customer to share the bill with us and post verification we will reimburse any amount here. 
Here we will refund 100% of the booking amount to the customer.
If fraud score is above >50, we will ask for the images from the customer and verify on google lens first, if images are genuine we will follow the same SOP.
Sub ScenarioHow to avail 1MG Service    We will not commit any amount here we will educate the customer that bill will be verified by the team and only than we will go ahead with any reimbursmentAgent will cross check each medicine on google to ensure customer has taken medicine related to the issue identified
Sub Scenario 2To avail TATA 1MG consultation:
1.Download 1MG app, register.
2.Select "Hair & Skin Specialist."
3.Choose consultation mode (Video, Audio, Chat).
4.Apply the provided coupon code.
After consultation, share prescription and medical bills within 72 hrs for reimbursement.		We will park the case till the time customere shares the bill
ResolutionWe will refund medical bill amount cross checking the prescription .Also in this we will refund booking amount to the customer as an exception(inform this post receiving the bill)
Note:- Fill the damage escalation form in cases where refund >10k.
For any sensitive case like severe burn, damage , Customer hospitalised we will create tns 


Important Note :- If the customer faces pain after Spa Service then we will refund 100% service amount. If cx is not aligned for service amount refund we will ask them to share medical bills.


CNR PROCESS :-