Accident

The Customer Is Complaining That He/She Got In An Accident Within His/Her Ride

All Accidents should be reported to the coaching and deduction team, whether the customer think it is the captains fault or not:

Within The Ride

Investigation

In this case, you have to be very careful with wording and very empathetic.
Ask the customer is he/she is okay and if there are any injuries, Take the full details of the issue and then Apologize to the customer and inform him that we will take the proper action.

Action

For Chat Team

If the customer will wait for a replacement ride.
Use 3CX to call the call center team and give them all the details
The call center team will directly call the OPS team with all the details, to find a replacement vehicle if the driver is unable to complete the ride
After escalating the case to the call center via call, you have to submit a Freshdesk complaint using the steps shown here to call center

For Call Center Team

If the customer will wait for a replacement ride.
Call the OPS team with all the details, to find a replacement vehicle if the driver is unable to complete the ride

After finalizing the case, promise the customer that we will get in touch with him again to follow up within 2 business days.

Investigation

In this case, you have to be very careful with wording and very empathetic.
Ask the customer is he/she is okay and if there are any injuries, Take the full details of the issue and then Apologize to the customer and inform him that we will take the proper action.
Promise the customer that we will get in touch with him again to follow up within 2 business days.

Action

Compensate the customer following the below steps and according to the below matrix:

For Vouches send an email to:

For Refund:

Contact Reason

Contact Type 1: Issue with ride (During ride)

Contact Type 2: Car Broke down

Contact Type 3:

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