Product Incompatible / CX wants different product - Exchange SOP

Customer Problem Statements	1) Product incompatible 2) Customer wants to buy different product 3) Pro asked to buy different product
General Information	UC offers 10 day free exchange / replacement policy for Native Smart Locks.
Canned Response	Ask the customer which model of lock does he/she want in exchange for the old lock
	CX is clear on which lock he wants	CX is not clear on which lock he wants
		1) Pls guide the customer towards the 'Talk to Expert' (VC consultation) booking on the app. 2) Inform the customer that the expert will be able to guide the customer on which lock he/she should buy. 3) Also, share a purchase guide (TBD) with the customer on the ticket chat
	Once the customer is clear on which lock he wants to exchange with, the next steps are -
	New Lock Price = Old Lock Price	New Lock Price > Old Lock Price	New Lock Price < Old Lock Price
	1) Inform the CX that UC will initiate the dispatch of a free exchange product and the product will be delivered the next day. 2) Inform the CX that the product can be installed on D+2. Take time from the CX and reschedule (or fanout a revisit if the service has been delivered) to the same partner on D+2. 3) Inform the CX that we will pickup the old product on the next day.	1) Inform the CX that UC will initiate the dispatch of the exchange product and the product will be delivered the next day. The additional amount (new lock price - old lock price) to be collected by the installation professional at the time of installation. 2) Inform the CX that the product can be installed on D+2. Take time from the CX and reschedule (or fanout a revisit if the service has been delivered) to the same partner on D+2. 3) Inform the CX that we will pickup the old product on the next day.	1) Inform the CX that UC will initiate the dispatch of the exchange product and the product will be delivered the next day. The additional amount (new lock price - old lock price) to be collected by the installation professional at the time of installation. The excess amount (new lock price - old lock price) is to be refunded to the customer. Pls ask the preferred mode of refund - UC credits or preferred bank account. In case of bank account, pls take the bank account details from the customer. Initiate refund at the time of return pickup. 2) Inform the CX that the product can be installed on D+2. Take time from the CX and reschedule (or fanout a revisit if the service has been delivered) to the same partner on D+2. 3) Inform the CX that we will pickup the old product on the next day.
Closure Follow-up	1) Park the ticket for 8 PM on the next day and follow-up on if the product has been picked up and initate refund (if required); and if the new product has been delivered or not.