No response scenario

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.

No Response - Booking is cancelled
Scenario	No Response(Booking is already cancelled)
Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
**Read Chat History First**
Probing/Paraphrasing	Issue is clearly mentioned in chat history	Issue is not clear from chat history
	As we understand, you have raised the complaint for professional not being assigned. Please confirm the same.	We request you to please elaborate the concern so that I can help you quickly.
Response	Prepaid Bookings Response 1 - We apologize for the inconvenience. Since the booking is already cancelled, the amount of <Rs> will be refunded back within 5 - 7 bank working days from the settlement date(settlement date: the date on which the plan is canceled) . Expect the refund by [date]. Note - ( Agent need to calculate 7 working days and mention the same as per the settlement date).
Response	We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future.

No Response - Within 2 hours of BT or after BT (Booking in Open State)
Scenario	No Response - Customer reached out to us within 1 hour of booking time Where Pro is not yet assigned
Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
**Read Chat History First**
Probing/Paraphrasing	Issue is clearly mentioned in chat history	Issue is not clear from chat history
	As I can understand, you have raised the complaint for professional not being assigned. Please confirm the same.	I request you to please elaborate the concern so that I can help you quickly.
Apology	We deeply apologize for the inconvenience you've experienced.
Agent Action	Check available slots and offer reschedule as per the availability .We will not pitch for cancellation directly
Scenario	Customer Agreed to Reschedule	Customer denied to reschedule
Response 1	We can reschedule this booking to the next available slot as shown below. Please Confirm your preference	We are committed to deliver 100% of bookings on time however, due to high demand we may fall short of our commitment. We can skip the booking if you do not wish to have the service at the available slot.
Agent Action	Copy paste the available slots***	Skip the Booking
Response 2	We have rescheduled your request for <Time, Date>. You will also be able to see the details in the UC application as well.	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 cancelled 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
Response 3	Hope we assisted you well today. For further support, please feel free to reach out. Thank you for choosing Urban Company!	We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future.

No Response - Request Already Rescheduled
Scenario	No Response - Request Already Rescheduled before Customer's Complaint
Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
**Read Chat History First**
Probing/Paraphrasing	Issue is clearly mentioned in chat history
	As I can understand, you have raised the complaint for professional not being assigned. Please confirm the same.	I request you to please elaborate the concern so that I can help you quickly.
Apology	We deeply apologize for the inconvenience you've experienced.
Scenario	Customer Not Happy with the Given Slot and asked to cancel	Customer has agreed to the already scheduled Slot	Customer Asked to reschedule to different slot	Pro Not Assigned on Rescheduled Booking
Agent Action	We will offer reschedule/skip from our end
Response	"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 cancelled 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"	Response 1 - The booking is rescheduled to <date and time>. Please confirm if it suits you; if not, we can look for preferred slots and reschedule accordingly.	. Response 1- The booking is already rescheduled to <date and time>, since you are unhappy with this slot, let me quickly go ahead and look for other available slots for you. Agent Action 1 -Check the available slots for reschedule by copy pasting them in the chat.	Please rest assured that we will assign a new professional on the rescheduled slot 1 hour prior to the booking.
Closing	"We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future.	Hope we assisted you well today. For further support, please feel free to reach out. Thank you for choosing Urban Company!	Hope we assisted you well today. For further support, please feel free to reach out. Thank you for choosing Urban Company!	Hope we assisted you well today. For further support, please feel free to reach out. Thank you for choosing Urban Company!