Cancellation request - Free period Flashcards
(19 cards)
Why is it important to act proactively during a free cancellation period? «<»>
To ensure bookings are canceled before the free deadline to avoid fees and complaints.
What macro is used when free deadline is in less than 48 hours and we cancel? «<»>
Customer::Cancellation::Free period - cancelled by us
What chat macro is used when the cancellation has already been done? «<»>
Chat::Free cancellation - already cancelled
What should you do if a customer is in chat and the free deadline is in less than 48 hours? «<»>
Confirm they want to cancel and proceed with cancellation and macro.
If the customer is on email and deadline is near, what action should you take?
«<»> Call them or set a reminder to verify the cancellation request.
What should you do if the customer is unresponsive but cancellation request is clear? «<»>
Proceed with cancellation and send macro with refund info.
What macro is used when free deadline passes in more than 48 hours? «<»>
Customer::Cancellation::Free period - guidance
What steps should you take when free deadline is more than 48 hours away? «<»>
Send guidance macro highlight deadline
What happens when the 48h reminder elapses and booking is cancelled? «<»>
Close the ticket.
What happens when the 48h reminder elapses and booking is NOT cancelled? «<»>
Proceed as per Scenario 1 (under 48h process).
What macro is used when the customer already cancelled? «<»>
Customer::Cancellation::Free period - already cancelled
What macro should be used on chat if the customer already cancelled? «<»>
Chat::Free cancellation - already cancelled
How do you handle BoVio tickets related to cancellation failures? «<»>
Use macro: Partner::Technical Error - Cancellation request and inform BoVio team of the resolution.
What causes BoVio tickets for in-policy cancellations? «<»>
A technical error where the customer’s cancellation failed in the partner’s system but succeeded on our end.
Do we need to process a manual refund for BoVio technical errors? «<»>
No, raise the issue in the BoVio Slack channel if the customer reports a problem.
What priority level is applied to all inbound cancellation cases? «<»>
High priority.
What is the first reply time for high priority requests? «<»>
2 hours.
What is the resolution time for high priority requests? «<»>
48 hours.
Where should cancellation issues with provider system errors be reported? «<»>
grp-bovio-internal-support Slack channel.
