| Scenario | Customer wants refund of the UC membership |
| Opening | Good Morning/Evening [Customer] . My name is [Associate] & I will be assisting you today. |
| Canned 01 | Allow me 2 minutes so I can fetch up your profile and provide you the best information. |
| Canned 02 | Thanks for waiting. I really appreciate your patience. |
| ACTION | We will share all the terms and conditions of the membership, the discount mechanism of the membership and if the customer still wants refund, we will check the fraud score. If the fraud score is "0" or "25" , we will refund the amount and inform the customer that the membership is still active. |
| Canned 03 | Sir / Ma'am, I would like to inform you that you have purchased the membership of Rs ____ and this is valid till ____ (check the date by clicking on view profile of the customer) |
| Canned 04 | I would also like to inform you that this membership offers you a ___ % discount of upto Rs ____ on the booking. |
| Canned 05 | Please be apprised that the membership will offer you discounts only upto Rs ____ in the entire duration of ___ months. |
| Scenario | If the customer still wants refund , check for fraud score |
| If the fraud score is 0 or 25, we will refund | If the fraud score is more than 25, we will not refund and inform it is non refundable |
| Canned 06 | Alright Sir/Ma'am. I am adding the amount in your UC wallet. | I am extremely sorry to inform you that the membership is non refundable. |
| Canned 07 | The same will be added in the next 24 hours. (Inform the T&Cs of UC credits as well) | Unfortunately, We will not be able to refund this amount to you. |
| Canned 08 | I believe your issue is resolved. | I understand that we have hampered your experience but a refund here will not be possible. |
| Closing | Thanks for choosing Urban Company. Have a good day ahead. | Apologies to hamper your experience. Hope to serve you better the next time. |