Equipment Not Carried

Scenario	Equipment Not Carried - Warranty 72 Hours
Opening	Hi My name is XX and I will be assisting you today.
Action	Pro calling is mandatory, If the Pro is not Reachable please proceed as per the Customer's VOC
Canned Responses (Level 1)	Dear valued customer, we sincerely apologize for the unpleasant experience you had due to partner not carrying all the equipment required. The delivery of high-class service indeed requires the use of the right set of equipment. Rest assured, we will promptly provide this feedback to the partner and their manager to ensure that such incidents are avoided in the future.
Resolution	Apologize and try to close under feedback if customer is adamant then pitch for 50% refund of one booking amount.
Canned Responses (Level 2)	We empathize with your level of dissatisfaction. Recognizing that professionals should provide services with the complete array of necessary tools and products, we will duly provide constructive feedback to the professional in response to this matter. As a form of compensation, we propose extending to you 50% of the booking amount, which will be credited to your UrbanCompany wallet.
Action	Assist the customer in availing the refund in their UC Wallet
T&C	T&C of UC Credits To compensate in this, as an apology token I'll initiate xyz(equivalent to booking amount) "Urban Company Credits" in your "Urban Company Wallet" and the same will be credited to you within 24 hours. Let me tell you more about the UC Credits . 1. 1 UC Credit = 1 Rupee 2. Validity - 365 days 3. Can be availed on any prepaid booking placed on UC
Sub scenario	If customer is adamant for a refund in their Bank Account and not in UC Wallet
Canned Response	We understand your dissatisfaction and your request for a bank refund. We’re happy to assist you with this. Please note that processing a refund to your bank account may take 5-7 business days. To initiate the refund, we’ll need your bank account details. NEFT refund format To initiate a refund, please provide your bank details: Account Holder Name: Account Number: Bank Name: IFSC Code: Refund will be credited in 5-7 working days. Expected by [Date]. If you want the amount in UC wallet, it takes 24Hrs (Valid for 365 days). Note: Subscription amount not refundable.
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 !