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The Customer Is Requesting Cancellation for A LC Ride
Check if the cancellation is being done at the safe time meaning the the customer will not be charged for the cancellation, please check the Cancellation Policy and Guidelines
If the cancellation is being done within the safe time ask the customer for the reason for cancellation for documentation the proceed with the cancellation steps below ⬇️
If the cancellation is being done outside the safe time, educate the customer with the Cancellation Policy and Guidelines and that he/she will be charged accordingly, if the customer still insists on cancellation, ask the customer for the reason for cancellation for documentation the proceed with the cancellation steps below ⬇️
If the customer didn't mention the reason of cancellation, it is mandatory to ask the customer for the reason.
If it is due to an issue or complaint, try providing the customer with a solution depending on the issue type.
Cancellation
Cancellation
Click on "Open Tickets"
2. Click on "Edit"
3. Click on "Ticket Status", to view the drop down menu
4. To update the ticket's status, click on the drop-down menu and select either "Cancelled" or "Lost Business," based on the customer's reason.
For cancellation Click here.
5. Choose the cancellation reason from the "Type Reason" drop down menu, based on the reason the customer mentioned
6. click on "Save"
7. click on "Save"
8. click on "Confirm"
Cancellation With No Charge
Cancellation With No Charge
When the Customer Cancels within the safe time, the following will happen:
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, including the "Extra Hold" if any.
If Loyalty Point or Balance was used, this will be returned back to the customer's account
The voucher used will be returned to the customer in the voucher section of the app.
Cancellation With Due Amount Existing
Cancellation With Due Amount Existing
In case of a ride cancellation in safe time, only the ride fare is refunded. Any previous due amount remains captured and is not refunded.
Contact Reason If The Customer Wants To Cancel Because He/She Can't Modify The Ride Details
Contact Type 1: I want to cancel my booking
Contact Type 2: Cant modify Pickup/Dropoff
Contact Type 3: Cancelled within safe time
Cancelled out of safe time
Contact Reason If The Customer Changed His/Her Mind And Doesn't Want The Ride Anymore
Contact Type 1: I want to cancel my booking
Contact Type 2: I changed my mind
Contact Type 3: Cancelled within safe time
Cancelled out of safe time
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