Damage

Context	To outline the process for managing damage claims reported by customers
Base Conditions	1. Damage claims can be made by the customer within a warranty period of 48 hours after the service being delivered					*Details of the trainers and POC to be tagged in mail is at the bottom of the page

SOP for Handling Damages
India	Damage (Warranty: Until 48hrs from BT)
Opening	Hi my name is xx and I will be assisting you today. .
Agent action 1	Interaction with customer.
Damage Report	When the customer makes a claim against damages: 1. Inquire whether the partner asked to check for damages once the job was done; did they notice any damages back then. 2. Ask the customer for the images of the damaged product. 3. Ask the customer for the estimated price or the invoice of the damaged product. 4. Audit the job logs to ascertain the scope of damage.
Canned Responses (Level 1)	We apologize for this kind of experience. Could you please help me with the following information? 1. Could you please let us know how the damage incurred? 2. Could you please share the pictures of damaged item. 3. Could you let us know it's estimated price or do you have the original invoice for it? 4. Thanks for sharing the details. We will further investigate this with our internal teams and get back to you after validating with the partner(TAT shared: 24 hours) if pro does not respond




Damage Verfication	Confirm the reported damage with the service partner.
Scenario 1	Partner confirms the damage
Action by the helpline	1. Apologise for the poor experience and the inconvinience caused to them. 2. Determine if the damage is repairable or not repairable.
Sub Scenario	Damage is repairable				Damage is not repairable
	Repairable by UC Partner		Not repairable by UC Partner		Quoted Amount is less than 5000	Quoted Amount is between 5000 and 10000	Quoted amount is more than 10,000
Action by Helpline	Make a booking for the customer in the rescpective category.		Ask the customer to get it serviced on their own from a third party vendor, request a GST invoice and refund the entire invoice amount (Refund amount should not exceed Rs 10,000)		Refer to the list of possible damages to determine the appropriate refund amount.	Contact a trainer* to assess the situation and determine the appropriate refund amount.	Inform the customer that UC cannot accommodate such claims. Try to negotiate and offer a refund of maximum 10,000.
Action by Trainers						Calculate the refund amount based on invoice amount and depreciation over the years
Scenario 2	Partner denies the damage/ Partner is not reachable
Action by the helpline	1. Through the audit logs, ascertain if the damage was indeed done by the partner 2. Inform the trainers* about the issue.
Sub Scenario	Damage is not done by a UC partner			Damge is done by a UC partner
	Damage is not repairable	Damage is repairable		Damage is repairable		Damage is not repairable
		Repairable by UC Partner	Not repairable by UC Partner	Repairable by UC Partner	Not repairable by UC Partner
Action by the Helpline	Apolgise to the customer for the poor experience and close it under feedback If adamant CX then offer decide TOA after raising it with trainers*.	Make a booking for the customer in the rescpective category.	Ask the customer to get it serviced on their own from a third party vendor, request a GST invoice and refund the 50% of the invoice amount (not exceeding Rs 10,000)	Make a booking for the customer in the rescpective category	Ask the customer to get it serviced on their own from a third party vendor, request a GST invoice and refund the 50% of the invoice amount (not exceeding Rs 10,000)	1. Ask the customer for the invoice of the damaged product. 2. Escalate the issue to the trainers*
Closing script	Hope we were able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again
Action by Trainers						Calculate the refund amount based on invoice amount and depreciation over the years
Tagging	Damage__Chemical Damage __Physical Damage
Trainer Details	ravishekhar@urbancompany.com - Delhi amitsemwal@urbancompany.com - Bangalore
POC to be tagged in mail	Shekhar Sharma Harshit Khurana Ananyam Dwivedi Vysali Karu
Note- For pricing reference, refer this sheet- (Link) The agent will ask the estimated cost from the customer once and if the estimated cost shared by the customer is lower than the price list mentioned in the sheet, we will consider customer's quoted price as base price and frame negotiations around it. If the the estimated cost shared by the customer is higer than that on the sheet, we will consider the sheet price as our base price.