Embedded Files
The Customer Is Having A Negative Balance On His/Her Account And Wants To Know Why, Or He Is Trying To Book And Needs To Be Educated That He/She Will Have To Pay This Negative Balance
Customer Inquiring About Negative Balance
Customer Inquiring About Negative Balance
If the customer reaches out inquiring about a negative balance that he/she found on his/her account follow the below steps:
Open the customer's profile on the "Dispatching"
Confirm that the customer indeed has negative balance on his/her account
Follow one of the two below scenarios:
Scenario 1
The Customer Is White Listed
If the customer is whitelisted as shown in the above screenshot, educate the customer that those are due amounts from previous rides
If the customer inquires more about the details of these fees inform customer that we will follow up with him within 2 business days then send email to:hhamdy@sixt.com.eg
CC:,ielamir@sixt.com.eg,support@londoncabegypt.com, londoncab.complaints@aboughalymotors.com and mhamdy@sixt.com.eg.
Contact Centre agent must reach out the customer within 24H from receiving finance email.
Scenario 2
The Customer Is Not White Listed
If the customer is not whitelisted as shown in the above screenshot, educate the customer that those are due amounts from previous rides and that he has to pay these amounts in his/her upcoming ride.
If the customer inquires more about the details of these fees inform customer that we will follow up with him within 2 business days then send email to:hhamdy@sixt.com.eg
CC:,ielamir@sixt.com.eg,support@londoncabegypt.com, londoncab.complaints@aboughalymotors.com and mhamdy@sixt.com.eg.
Contact Centre agent must reach out the customer within 24H from receiving finance email.
Must use canned Email template: Sap Balance Inquiry
Be sure to replace the customer account screenshot.
Send canned Email steps
Contact Reason "If the customer is White-listed"
Contact Type 1: Payment & Charges
Contact Type 2: SAP Balance
Contact Type 3: Whitelisted customer - Inquiry about balance
Contact Reason "If the customer is not White-listed"
Contact Type 1: Payment & Charges
Contact Type 2: SAP Balance
Contact Type 3: Non-whitelisted - Inquiring about balance
Booking For A Customer With Negative Balance
Booking For A Customer With Negative Balance
If the customer reaches out requesting to book a ride and you find a negative balance on his/her account follow the bel one of the two scenarios below:
Scenario 1
The Customer Is White Listed
If the customer is (Whitelisted Customer) as shown in the above image you will book for the customer normally without mentioning the negative amount.
If the customer inquires about the negative balance educate the customer that those are due amounts from previous rides
If the customer inquires more about the details of these fees inform customer that we will follow up with him within 2 business days then send email to:hhamdy@sixt.com.eg
CC:,ielamir@sixt.com.eg,support@londoncabegypt.com, londoncab.complaints@aboughalymotors.com and mhamdy@sixt.com.eg.
Contact Centre agent must reach out the customer within 24H from receiving finance email.
Scenario 2
The Customer Is Not White Listed
If the customer is not whitelisted, educate the customer about the negative balance and that he/she will pay this negative amount in his/her upcoming trip
If the customer inquired about the negative balance educate the customer that those are due amounts from previous rides
If the customer inquires more about the details of these fees inform customer that we will follow up with him within 2 business days then send email to:hhamdy@sixt.com.eg
CC:,ielamir@sixt.com.eg,support@londoncabegypt.com, londoncab.complaints@aboughalymotors.com and mhamdy@sixt.com.eg.
Contact Centre agent must reach out the customer within 24H from receiving finance email.
Proceed with the booking making sure that the customer is aware that the negative balance will be pain in his/her upcoming ride.
Pending Due Balance
Pending Due Balance
Customers with a due amount below EGP 10 can now book rides without any restrictions and won’t see any notifications about their balance.
If a customer’s due amount exceeds EGP 10, customer can pay it right-away or the amount will be automatically added to the total fare of the next ride. A clear breakdown will be displayed on the ride confirmation screen.
In case of a ride cancellation, only the ride fare is refunded. Any previous due amount remains captured and is not refunded.
If a customer applies a promo code, it will only apply to the new ride fare and will not cover the due amount.
Contact Reason "If the customer is White-listed"
Contact Type 1: Payment & Charges
Contact Type 2: SAP Balance
Contact Type 3: Whitelisted customer - Booking
Contact Reason "If the customer is not White-listed"
Contact Type 1: Payment & Charges
Contact Type 2: SAP Balance
Contact Type 3: Non-whitelisted - Proceeded with booking & payment
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