T3: Accidental Property Damage

Use Case:

• Client reports accidental property damage (e.g. stained floors)

Response: 

CS - Do not engage.

• To the customer: Hello #name, thank you for making us aware of (personalize message here). We received your message, however we require additional information to begin processing your claim. At your convenience, please provide the following by sending an email to help@zeel.com: a description/material of the item damaged, the measurement of the damage, and the estimated cost of repair. Please also provide consent to share the information to (PROVIDER FIRST NAME’S) insurance carrier. 

Action: 

• Escalate to T/S Slack and Kustomer. Trust and Safety to Create a Customer Review.