Embedded Files
The Customer Is Complain That He/She Was Charged Extra Amount
Complaint about Extra Charges
Complaint about Extra Charges
You can validate the extra charges by checking;
The Action Log (To make sure that the increase in price was due to dynamic price miscalculation not waiting fees or route change)
2. Ticket Status Log (To validate if the actual vs the planned)
The case is considered valid is you found the following:
The "Action Log" is showing a price increase as shown in the above example
The "Ticket Status Log" is showing:
Less Actual Time and distance than the planned time and distance
An Actual time more than the planned from 1 to 5 minute and an Actual distance more than the planned from 1 to 3 KM
Note if you're validating using payfort it is normal to find the extra amount added under a different "Merchant Refrence"
Action
If the customer mentioned that he/she didn't ask for a route change and no issue with the route or traffic made it necessary to change the route, however, the customer showed no objection to the charges and did't request an escalation, just make an internal investigation by the CAC team and don't promise the customer any compensation or follow-up
In the care template in the "Extra" field, instead of adding the customer contact info. add the note "For Internal Investigation."
Submit a Freshdesk complaint using the steps shown here
If the customer mentioned that he/she didn't ask for a route change and no issue with the route or traffic made it necessary to change the route, and the customer requested an escalation and refund, make an internal escalation and promise the customer a follow-up within the designated SLA
Submit a Freshdesk complaint using the steps shown here
Complaint about different route
Complaint about different route
If the customer was not charged any dynamic fare and is only complaining about the route change, apologize to the customer for any inconvenience.
Educate the customer that the route may change slightly during the ride, as our drivers are using Google Maps GPS, and the route may change slightly due to traffic
If the customer is impacted and the ride to a bad condition road or takes a longer time, only then submit a Freshdesk complaint using the steps shown here
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Change route/Dynamic pricing
Contact Type 3: Explained fees
Needs investigating
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