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You Received A Request Fro The Ops Team To Contact A Customer That The Requested Car Type For His/Her Booking Is Not Avaiable At The Time Being ANd We Can Offer Another Car Type
You will receive an Email from the Ops team, as shown below:
For Example the customer will be requesting a Mercedes Van car for his/her ride, but in the shown above example the OPS team communicated that the only available car is an Electric London Cab, due to the available capacity.
Follow the below steps to handle the case:
Call the customer informing him/her with the update on the ride apologizing and seeking his/her approval
If The Customer Approves: Thank the customer for his/her understanding
If The Customer Rejects: Apologize to the customer and inform the customer that the ride will be cancelled and no cancellation fees will be added and the amount of the ride will be refunded to his/her card once the cancellation is done (View the cancellation steps here)
If There Was No Answer From The Customer: Send an email to the customer with an apology informing him/her with all the details
Reply to the OPS Email with the out come of the call
Be very emphatic with the customer during your call, and apologetic for such inconvenience
If you receive a valid complaint regarding such incident where the car type for the ride was downgraded the customer is eligible for a refund of the variance, apologize to the customer and inform him/her, tha the amount will be refunded within 5 working days.
Submit a Freshdesk complaint to the Finance team for issuing a refund using the steps shown here
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