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Check the customer's rides history to see if there is cancelled / No show trips, if there are no trips that would cause a negative amount then there is an issue
If there is no issue with the ride history (No no show or cancelled rides) check Payfort as shown below
If you fount that the amount status is "authorized" this means that this amount us related to the ride, if the there are no matching amounts follow the below action.
Check if the customer has neative amount due to any extra charges or waiting fees, if any was found explain this to the customer in details
You need to check with the customer if this amount was paid as a tip to the driver and he/she doesn't remember, amount will usually be inr the form of 25 0r 50 or 75 EGP
If none is found
Refund these amounts.
Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to refund the amount to the customer
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