Frequently Asked Questions_BSS
| Questions | Answers |
| Coupons and Credits Applicable | Yes credits can be applicable at the time of creating the plan.Coupon code is available at the time of creation. |
| How does auto renewal process works? | There are 2 ways of auto renewal: 1. Customer chooses auto-pay while booking their service. This means that customer has opted for autopay via credit card or UPI mandate. In such cases, we will keep renewing the exact same plan upon expiry, unless the customer opts out. Customer can opt out from their plan page as well. 2. If customer does not opt for auto-pay, we send reminder messages to the customer with deep link for renewal(The messages are sent since BT-4, from next booking of the consecutive new tranche) . If the customer renews, we continue the same optin. If the customer doesn't pay then the request made under the new tranche will automatically get cancelled and the optin will also be cancelled. |
| How can a customer opt out from auto renewal? | Yes, the customer can opt out of the auto pay-process from the source payment gateway itself( Eg- turning off auto pay in G-Pay app which was used to make the payment for the plan) |
| Can credits be applied on auto renewal? | Yes |
| How to count auto renewals on routines till yet? | Dashboard Navigation- CX Profile>>Routines>>Active Routines>>Tranches Info>>No of tranches |
| Can a customer postpone/skip future bookings from plan (cx plans change)If yes then how? | Yes, customer can skip the active bookings under the plan. App Navigation- Account>>My Bookings>>Bookings and Plans>>Weekly Bathroom Cleaning>>Active and Upcoming>>Select booking>>Skip Booking>>Select Reason>>Proceed |
| Cancelation fee on plan? | If a customer cancels plan before the 2nd booking is completed, a ₹200 plan cancellation fee will be charged. |
| Cancellation/reschedule fee on request level | Additional cancellations will cost 50% of the individual booking cost. However, customer can do 1 free cancellation or reschedule for every 4 bookings (Note-The customer gets a free pass at the beginning of plan purchase, which gives customer the freedom to modify(reschedule/cancel/skip) the booking free of cost. This pass renews after every 4 delivered services. The pass is also carried forward if unused.) --> Post exhausting the pass--- Cancellation fee- 50% of booking amt. Reschedule/skip fee- 10% of booking amt. |
| Can a customer pause their existing plan? | The plan cannot be paused, however the customers can skip the active bookings and which would be delivered at the end of the plan. |
| How many credits a BSS partner need to maintain | 1 credit (for system interlock, otherwise not needed) |
| If a booking is canceled or rescheduled to customer plan change, will a partner be compensated for that? | No |
| In case of customer not reachable will a partner get travelling fee refund if yes What is the amount? | No |
| Do we charge GST in BSS bookings? | Taxes levied as per Govt. regulations, subject to change basis final service value. The fee goes towards training of partners and providing support & assistance during the service. |
| What is the process of payment for COD cases of auto renewal? | Auto renewal cannot be done on COD as the customer gets the text messages if they would like to get their plan renewed, the same has to be done through Online mode only |
| If customer wants to reschedule booking for tomorrow, What to do in such cases? | Yes, customer can reschedule the active bookings under the plan. App Navigation- Account>>My Bookings>>Bookings and Plans>>Weekly Bathroom Cleaning>>Active and Upcoming>>Select booking>>Reschedule Booking>>Select reason>>Proceed |
| How can customer change partner for a booking, if he doesn't want same partner? | Yes, customer can change the partner for the the active bookings under the plan. App Navigation- Account>>My Bookings>>Bookings and Plans>>Weekly Bathroom Cleaning>>Active and Upcoming>>Select booking>>Reschedule Booking>>Select reason>>Proceed or can simply reach out to CX Helpline and can get the partner changed on the plan/individual booking |
| If customer wants to get extra work done, how will partner receive the payment? Can he add SKU | No SKU here. Customer & partner can deal with this independently |
| Can the customer cancels an individual booking under BSS? | No, customer will have to reach out to CX helpline to cancel individual request. |