Embedded Files
The Customer Is Complaining That He/She Dropped/Lost An Item WIth The Driver
A customer will reach out to share that he/she lost an item in one of his/her rides and asking for our support
Ask the customer about the details of the ride.
Get a full description of the item from the customer
Open the "Lost Item Reporting (Responses)" sheet to check if the item is included in the sheet or not and where it is at currently
If you found that item is on the sheet, YOU MUST BE 100% SURE THAT IT'S THE SAME ITEM
Inform the customer that we have found the item and whether it is with the captain or at the Roxy Hub.
Inform the customer that we will follow up with him on how he can receive the item one we reach out to the team.
Submit a Freshdesk complaint using the steps shown here
Contact Reason
Contact Type 1: Issue with ride (during ride)
Contact Type 2: I lost an item
Contact Type 3: Already reported by driver
If you found that item is not on the sheet
Inform the customer that we will reach out to the driver to check if he found the item or not
Inform the customer that we will follow up within 2 business days
Contact Reason
Contact Type 1: Issue with ride (during ride)
Contact Type 2: I lost an item
Contact Type 3: Not reported by driver, complaint raised
Submit a Freshdesk complaint using the steps shown here
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