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The Customer Is Complaining About Extra Fees That He/She Was Charged When Ordering An Hourly Package
Investigate the case by checking when was the ride closed:
Hover over "Reports"
Click on "Trip Report"
3. Specify the "Pick Up Date Time (From) & Pick Up Date Time (To)" to match the date of the ride
4. You can search by either the trip Ticket ID in the "Ticket Id" field, or with the customer's mobile number in the "Mobile Number" field
5. Click on "Search"
The trip brief details will appear ⬆️
6. Click on "Details"
7. Click on "Rout Details"
8. You find the extra fees in the "Route Charge" field as shown below (Waiting: 435)
9. Check the "Expected Drop Off" to compare it with the actual drop off time
10. Click on "Ticket status Log"
11. Compare the expected drop off with the "Actual Drop Off"
Actual: 06:59 - Expected: 05:30 = 89 Minutes
The Extra amount is calculated according to the below table:
89 Minutes will be divided as follows:
60 Minutes = 500 EGP
29 Minutes = 250 EGP
Total: 500+250 = 750 EGP
Educate the customer with the your findings
If the customer mentioned that he was dropped off earlier and the amount is wrongly added
Apologize to the customer and inform him that we will take the proper action.
Submit a Freshdesk complaint using the steps shown here
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