Double Charge

1.  Check the customer's rides history to see if there is cancelled / No show trip

1- Explain the fees to the customer 

2- provide the policy to the customer "No Show"

• check if the cancellation was within the safe time or not:

• Within the safe time:

1- If the Payment method was a bank card the amount will be refunded to the customer's bank account within 5 working days depending on the customer's bank

2- If Loyalty Point or Balance was used this will be returned back to the customer's account

3- The used voucher will not be returned to the customer

• not in the safe time:

1- Refer back to charges through this link

2- Educate the customer with the cancellation policy

• Check Payfort to validate if the customer has one or two transactions for the same ride.

• If you confirm that the customer has been charged twice for the same ride, follow the steps below:

1. Raise a complaint in Freshdesk.

2. Provide the customer with an SLA of 2 working days.

3. Resolve the chat.