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B2C Customer reschedules (SOP)

A customer can change the date and time of a job that has been booked up to 24 hours before the scheduled start time.

A reschedule request can be made using the Whizz App, My Account on the website, phone, email and a web from in Customer Support.

Reschedule requests using the Whizz App or My Account do not need any action.

When a customer reschedules:

1. Find booking in AP

  1. Update booking date / time
  2. Update alternative date / time in special instructions

2. In Zendesk

  1. Use macro: B2C Customer Confirmation of reschedule → ticket is solved

It is not necessary to communicate with the cleaner as they receive a notification on the Cleaner App.