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A ride status must be changed to to "Lost Business" if the customer cancels due to a driver delay. This applies whether the delay was identified by:
The customer him/herself (customer reached us claims delay)
Live Operations team asked to inform the with the delay and he/she didn't accept the delay.
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: for both chat or call centre.
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 asked to cancel the ride
If the customer asked to cancel the ride
Change ride status from "Open" to "Lost business ticket" use one of the below sub reasons:
Cab Delay <10mins
If the driver arrived late, or pre informed lateness but less than 10 minutes.Cab Delay >10mins
If Driver arrived late by more than 10 minutes.
Whenever the delay is more than 10 minutes: Submit a Freshdesk complaint using the steps shown here so that the customer can get a discount voucher as compensation
Change the ride status to "Lost Business" through "edit" button
NOTE: Edit button will be deactivated (unclickable) if ride status is "AT CUSTOMER".
Change the ride status to "Lost Business" using "Details" button when "Edit" deactivated
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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