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If the customer reaches out about a wrong booking and the customer can't cancel because he/she is outside the safe time, or he/she already cancelled outside of safe time, or no-show and have been charged, you need to reply to the customer with the following:
If the customer reaches out about a wrong booking and the customer can't cancel because he/she is outside the safe time, or he/she already cancelled outside of safe time, or no-show and have been charged, you need to reply to the customer with the following:
We would like to inform you that we have filed a request with the relevant team to review your case and check your eligibility for a refund of the wrongly booked trip fees.
If eligible, the refund will be processed to your bank account after the completion of the second trip. Typically, this process takes around 2 business days, and the refunded amount will be reflected in your account within approximately 5 working days, depending on your bank’s processing time.
In case the customer cancelled the wrong booking or will cancel the wrong booking, inform the customer that the he can rebook the ride with the correct details or you can booked in his behalf
The customer is complaining about being charged a "no show" or "cancellation" fee because they mistakenly booked their ride for AM instead of PM, vice versa or choose Ride now by mistake.
The customer is complaining about being charged a "no show" or "cancellation" fee because they mistakenly booked their ride for AM instead of PM, vice versa or choose Ride now by mistake.
Customer Calling WITHIN SAFE TIME
Ride now
Cancel the ride using cancellation reason "Wrong Booking"
Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again.
Checking If The Amount Is Void Or Not on Payfort
if voided inform Customer: "We have released the authorized amount. It usually reflects instantly but could take a couple of days on the banks end."if not voided inform Customer: "We have released the authorized amount. It usually reflects instantly but could take a couple of days on the banks end." Then raise complaint.
Ride Later
Modify the trip as customer wishes
Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again.
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Customer Calling OUT OF SAFE TIME
Steps will be the same with all trip status
Ride now
Cancel the ride using the cancellation reason "Wrong Booking"
Skip the cancellation step if the trip is marked as "No show"Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again.
Ask the customer to book a new ride with the same details and to change the time only.
Submit a complaint using Freshdesk desk inform the Customer
Ride Later
Check If the customer has only one ride with an incorrect pickup time, request that they book another ride with the correct time so that the refund request for the initial ride can be processed.
Cancel the ride using the cancellation reason "Wrong Booking"
Skip the cancellation step if the trip is marked as "No show."Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again.
Ask the customer to book a new ride with the same details and to change the time only.
Submit a complaint using Freshdesk desk inform the Customer
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Submit a Freshdesk complaint using the steps shown here
The Customer is only eligible for a refund in case he created another ride instead of this ride and the ride status is closed.
This Scenario is only applicable to London Cab only and not Limousine.
No need to confirm customer contact number as we will not follow up with him.
The customer is complaining about being charged a "no show" or "cancellation" fee because they mistakenly booked their ride where they added the drop off location as the pickup location and vice versa
The customer is complaining about being charged a "no show" or "cancellation" fee because they mistakenly booked their ride where they added the drop off location as the pickup location and vice versa
If the ride can be modified and it is within the safe time, proceed with the modification.
If the ride can be modified and it is outside the safe time, check the availability with the OPS team and proceed with the modification if available
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
If the ride can't be modified follow the below scenarios
Customer Calling WITHIN SAFE TIME
Ride now
Cancel the ride using cancellation reason "" Customer is cancelling for wrong selection of area - app/web "
Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again, alongside providing the cancellation policy.
Checking If The Amount Is Void Or Not on Payfort
if voided inform Customer: "We have released the authorized amount. It usually reflects instantly but could take a couple of days on the banks end."if not voided inform Customer: "We have released the authorized amount. It usually reflects instantly but could take a couple of days on the bank's end." Then raise complaint.
Note: This is an internal escalation, not a complaint. Don't promise the customer a follow-up from our end
Ride Later
Modify the trip as customer wishes
Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again.
"If you're unable to modify the booking and have to cancel to rebook, the cancellation reason should be (Cancellation for not being able to modify the ticket - - Cancelling to reissue a new one )
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Customer Calling OUT OF SAFE TIME
Steps will be the same with all trip status
Ride now
Cancel the ride using cancellation reason " Customer is cancelling for wrong selection of area - app/web "
Skip cancellation step if trip marked as "No show"Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again, alongside providing the cancellation policy.
Ask customer to book a new ride with the same details and to reverse the pickup and drop-off locations
Submit complaint using Freshdesk to inform Customer
Note: This is an internal escalation, not a complaint. Don't promise the customer a follow-up from our end
Ride Later
Cancel the ride using cancellation reason "Customer is cancelling for wrong selection of area - app/web "
Skip cancellation step if trip marked as "No show"Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again. alongside providing the cancellation policy.
Ask customer to book a new ride with the same details and to reverse the pickup and drop-off locations
Submit complaint using Freshdesk desk inform Customer
Note: This is an internal escalation, not a complaint. Don't promise the customer a follow-up from our end
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Wrong Booking
Submit a Freshdesk complaint using the steps shown here
- Submit the complaint even if the customer didn't create another ride instead of this ride.
- This Scenario applies to London Cab and Limousine.
- Get the customer's contact number, as we will need to follow up with him.
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