Embedded Files
Checking If the delay is Reported by the OPS team through a ticket or not
Check if there is a ticket documenting the lateness from the Operations team by searching with the ride ID on Freshdesk.
1- If a ticket was submitted you will see a search result as below:
If a ticket is submitted with the lateness from the Ops team do not submit a complaint for the case
Note: Reply to the ticket with the case outcome, as shown below, for example: "if the customer accepted or rejected the delay"
Live ops email contact:
1: Email from LiveOps
2: Lateness
3: Accepted lateness (if customer accepted the delay)
Or Cancelled (if customer refused to wait)
2- If there is no ticket from Ops with the delay
Submit a complaint on Freshdesk for investigation, Contact Type:
1: Issue with ride (Before getting onboard)
2: My ride is late
3: Driver took long to get to customer
Apologize to the customer and inform him/her that we have escalated this to the considered team to take the proper action to make it up next time and avoid such incidents in the future.
Never offer cancellation unless the customer requests to cancel the ride due to the cab delay.
DO NOT USE THE "Late Driver Notifications" option in any scenario
If the customer didn't take the ride
If the customer didn't take the ride
In both of the below scenarios, you will need to change the ride status to "Lost Business" and not cancel
If the delay is between 1-10, you need to apologize to the customer.
More than 10 minutes, Submit a Freshdesk complaint using the steps shown here so that the customer can get a discount voucher as compensation
1- Change the ride status to "Lost Business" as shown below:
Contact Reason "If the OPS reported the delay"
Contact Type 1: Issue with ride (Before getting onboard)
Contact Type 2: My ride is late
Contact Type 3: Ride not assigned on time
Contact Reason "If the OPS didn't report the delay"
Contact Type 1: Issue with ride (Before getting onboard)
Contact Type 2: My ride is late
Contact Type 3: Driver took long to get to customer
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