Professional Denied to Visit

Imp- If the skip, cancellation, or reschedule was not the customer's fault, the policy fee deducted (if any) must be refunded before closing the ticket.

	Fulfillment Issue - Pro denied to deliver
	Hi my name is {XX} and I will be assisting you today.
Customer Interaction Canned response 1	We apologize for the inconvenience caused to you. Please allow me 2-3 minutes, I will make an attempt to contact the professional and provide you with an update shortly. Thank you for your patience and understanding in this matter."
Agent Action 2	Call End provider and check for the update (call back to back 2 times)
Scenario	Professional denied to deliver the service.
Sub scenario	Professional on sick leave	Product/equipment not available	Pro no show/not contactable	Stuck in previous job	Stuck in traffic
Canned response 2	We sincerely apologize for any inconvenience caused due to the unexpected unavailability of our partner. We understand that this situation may have disrupted your plans, and we truly regret any inconvenience it may have caused. As you know, unforeseen circumstances such as illness can arise unexpectedly, and unfortunately, our partner's current health condition prevented them from fulfilling their commitment on time.	We extend our apologies for the poor experience you have had. After checking with our partner, we have discovered that they do not have the required equipment or product to fulfill the service. We understand that this falls short of our commitment to our customers and would like to ask if it is possible to assign a different partner to complete the service for you."	We sincerely apologize for the inconvenience caused by the unavailability of our partner and the lack of communication regarding your service. Unfortunately, we have not received any confirmation or communication from our partner regarding the missed appointment. We have made multiple attempts to contact them, but, like you, we have been unable to reach them.	We regret to inform you that our partner will be unable to fulfill the booking due to being stuck in his previous booking. We apologize for the inconvenience caused and understand that this has resulted in a negative experience for you.	We regret to inform you that our partner is currently experiencing traffic congestion and will be unable to deliver the service as scheduled. We sincerely apologize for the inconvenience caused to you. Can we reschedule this booking for a better and convenient slot as per your preference and availability? We assure you that we can assign a different partner who will prioritize your request and ensure timely delivery.
Pitch to reschedule the booking(If slots are available )	To ensure that your needs are still met, we would like to offer you the option to reschedule the booking at a time that is convenient for you. We can arrange for a different partner to accommodate your request in a new time slot. Please let us know your preferred time and date for rescheduling, and we will do our utmost to make the necessary arrangements promptly. Your satisfaction is of utmost importance to us, and we are committed to ensuring a seamless experience for you.
Agent action 5	Customer agreed for reschedule			Customer denied Rescheduling/ Preff slots not available as per Customer's VOC
Canned response 3	"We have successfully rescheduled your booking to your preferred day and time. Thank you for your cooperation and support throughout this process. We assure you that we will make sure to provide you with the service you require as per the rescheduled appointment. Thank you for choosing our service."			We apologize for any inconvenience, but we would like to inform you that we can assist in skipping this booking. If we skip the booking, the current booking will be skipped and rescheduled according to the frequency and date once the last service of your plan is delivered. If customer denies for skip option then pitch for cancelation We apologize for the poor experience you had. As per your request, I am cancelling your booking. However, I would like to request you to give us another opportunity in the future to serve you better. Thank you for your cooperation and understanding in this matter." We have canceled the booking. The refund will be initiated on the settlement date, which is based on the last booking of your plan. This could be either after the last booking is delivered or canceled. Based on the status of booking refund will be initiated and will be credited in 5-7 working days
Further Assistance	Is there anything else I may assist you with?
Closure	Hope we were able to help you today. Always feel free to reach out to us, if any further assistance is required. Thank you for connecting with Urban Company !