Embedded Files
Customer Is Complaining That He/She Was Charged "No Show" Fees Because He/She Booked The Ride At AM instead Of PM Or Vise Versa
Investigation:
Verify if the customer has two rides with identical pickup and drop-off locations, as well as the same date and time (AM and PM). Inform the customer that they mistakenly booked the ride for AM instead of PM.
If the customer has only one ride with an incorrect pickup time, request that they book another ride with the correct time so that the refund request for the initial ride can be processed.
Always educate the customer to always check his/her upcoming ride after booking to make sure this issue doesn't happen again
This is applicable for "Ride Now" & "Ride Later" Rides
Action
If the customer requests a refund, please submit a Freshdesk complaint by following these steps shown here
Inform the customer that we will added to his wallet within "2 business days" and he can use it in the upcoming rides
Contact Reason
If the second ride is No Show
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Double-booking
If the ride second is (Open, Assigned, To Customer)
To cancel the ride as per the customer's request and use the cancellation reason as "Wrong Booking."
Check "Payfort" to see if the amount was refunded or not if yes educate the customer, if no, please submit a Freshdesk complaint by following these steps shown here
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Double-booking
Customer Is Complaining That He/She Booked A Ride twice by mistake "Ride Now or Ride Later"
Investigation:
Check that both ride are booked with the same data (Pickup - Drop off Location, Date & Time).
Action
If the customer requests a refund, please submit a Freshdesk complaint by following these steps shown here
Inform the customer that we will added to his wallet within "2 business days" and he can use it in the upcoming rides
Contact Reason
If the second ride is No Show
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Double-booking
If the ride second is (Open, Assigned, To Customer)
To cancel the ride as per the customer's request
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Why was I charged for cancelled/no show trip?
Contact Type 3: Double-booking
Notes
The Customer is only eligible for a refund in case he created another ride instead of this ride and the ride status is closed.
This Scenario is Only applicable to London Cab only and not Limousine.
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