Negative Balance

The Customer Is Complaining About On His/Her Account

Identify the reason for the negative balance

3. Type the registered phone number in "Mobile Number"

4. Click on "Search"

Customer account Located successfully

Click on the customers name to open the customer's profile

5. Click on "Customer Balance Log"

6. Check the reason for the negative balance

You can validate using pay fort following the steps shown here, and here

If the amount is reflected in SAP, meaning that the amount should be reflected on the "Dispatching" system in the "TransactionRef" section, it will show the transaction reference number
Use the "Transaction Reference" Number to search pay fort for the transaction, using the below steps

If the amount is:

Authorized: Escalate the case to Tech. Team - (kholoud.hemmat@aboughalymotors.com / Ahmed.Hesham@aboughalymotors.com), to collect and to be sent to SAP.
Captured: Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to investigate the reason for the negative amount.
Declined: Inform the customer that the transaction was declined, and we can send him/her a payment link to pay the amount or he/she can pay it through the app.

If the amount is not reflected in SAP, meaning that the amount is not reflected on the "Dispatching" system in the "TransactionRef" section, it will show no transaction reference number

Forward the case to the finance team - (hhamdy@sixt.com.eg / ielamir@sixt.com.eg) to investigate the reason for the negative amount.

If you can identify the reason for the negative balance, educate the customer with the reason.
If you are unable to identify the reason for the negative balance, for example, under "Type of Payment" you will find it as "Not Paid" while the customer mentions that he/she did pay for the ride

Note: The SLA for Solving this case after being escalated to either The Tech. or The Fianance Team is 2 working days

Once a response is received from eithr the Tech. or The Fianance, you need to follow up with the customer via a 3CX phone call.

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