Cancellation Issues

Investigate the case and take the action according to the below

• Validate if the amount is not refunded using Payfort. 

• Refund the ride fees, if it is not refunded.

• Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to refund the amount to the customer

• In case of a valid cab delay, either that the driver is late, or if the customer called the driver at the time of the trip but the driver mentioned that he would be late, and on that basis, the customer cancelled the ride.

• Customer couldn't reach us within safe time to cancel the ride, due to one of the following:

  • • Customer is out of Egypt

    • Heavy flow of calls on the call center "High Queue"

    • Couldn't cancel through the application. "Ride Status: At Customer or Stand-By"

• Refund the ride.

• Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to refund the amount to the customer