Subject: Re: cancellation policy
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Mon, 7 Nov 2022 15:22:22 +0000

Hi guys,

Do we need to call back this customer now and inform? If yes, please action accordingly.

Thanks

Sent from my iPhone

On 7 Nov 2022, at 20:49, Release Concierge <[email-masked]> wrote:

Thank you for asking for clarification.

Yes, the cancellation fees apply even if they are sick. The only exception is if they say they have COVID. We let them know that we will waive the fee if they are able to provide proof of infection - either a positive test result or doctor's note.

Kris

On Mon, Nov 7, 2022 at 9:21 AM Pritish Nandi <[email-masked]<mailto:[email-masked]>> wrote:
Hi Kris,

Thank you for updating us.

As per the cancellation policy we have it says the following:

 "Make guests aware of our cancellation policy. In the event that they late cancel, or no-show, UNLESS sick, we will follow through on the policy."

Just wanted to know if there is any changes to this and if the cancellation fees will apply even they are sick? We have been advised to escalate these type of requests.

Please clarify so that we can update our knowledge base.

Thanks in advance.

Regards,
Pritish

________________________________
From: "Release Concierge" <[email-masked]<mailto:[email-masked]>>
To: "deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "release" <[email-masked]<mailto:[email-masked]>>, "Jayson Escala" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 7, 2022 7:34:21 PM
Subject: Monica Jansen UPDATE

Thank you for letting us know, Pravesh. This is considered a Late Cancellation, so the appointment should have been "Late Cancelled" and you would then alert us so we would initiate a 50% refund as per our policy.

Please connect with a team member to get training on cancellations.

Thank you,
Kris

On Mon, Nov 7, 2022 at 7:48 AM Monica Jansen <[email-masked]<mailto:[email-masked]>> wrote:

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

Release Wellness - Call Center Contact Form

Customer's Name Monica Jansen
Customer's Phone Number (508) 439-9662
Customers E-Mail Address        [email-masked]<mailto:[email-masked]>
Message Hi team,

The customer called us to inform us that she has fallen sick and wants to reschedule her appointment for another day this week. We have advised her that we will check and get back to her.

Best regards,
Pravesh Singh
Date of Appointment     11-07-2022
Time of Appointment     05:45 PM
Agent's Name
Pravesh