Driver Related: Trip Abandoned Midway

Reasons:

1. Outside City Limit Drop
2. Driver left the Customer Mid-Way

Voice Team:

For City Taxi/Ola Rental/Ola Auto:

Case 1: Outside City Limit Drop

1. Apologize – Educate - drop location is outside service limit (How to Check Service Limit? (Area/City))
2. Convince to make payment – Inform driver to drop the customer to nearby location so that he gets an alternate transportation
3. Customer Convinced - Dispose the call (How to Dispose?)
4. Customer not convinced – Transfer to Escalation Desk – Dispose as “Other > Call Transfer > Supervisor” (How to transfer call to SRT/Escalation Desk?)

Escalation Team:

Convince the customer – Dispose the call (How to Dispose?) 

For City Taxi/Ola Rental/Ola Share/Ola Auto:

Case 2: Driver left the Customer Mid-Way

Scenario 1: Driver is around

1. Apologize – Ask to book a new cab (How to Book a Cab?)
2. Inform the driver – Not to collect money as per Ola policy
3. Driver collected payment or Ola money debited – Raise a Ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)
4. If customer not convinced or Arguing – Transfer to SRT - Dispose as “Other > Call Transfer > Supervisor” (How to transfer call to SRT/Escalation Desk?)

Note: If the Drop Location captured on the Drivers device is incorrect :-

1. Apologise - Ask customer to deboard the Cab & make a fresh booking 
2. If amount paid/Ola Money debited :-

Voice Team - Raise a ticket (How to Raise a Ticket?)

Email Team - Escalate the ticket (How to Solve/Escalate the Ticket)

SRT Team:

1. Apologize - Convince the driver to perform duty
2. If the driver denies – Ask Customer to make a new booking  (How to Book a Cab?)
3. Do a manual booking 
4. Refund the trip using Credit/Debit if required (How to use Credit/Debit?) – Report Driver: Reason - Trip abandoned Mid-way (How to Report Driver?) - Dispose the call (How to Dispose?)

Scenario 2: Driver is not around

1. Apologise & Convince – Report Driver: Reason - Trip abandoned Mid-way (How to Report Driver?) - Dispose the call (How to Dispose?)
2. Customer not convinced - Transfer to escalation desk  - Disposition: Other > Call Transfer > Supervisor (How to Dispose?)

Email Team:

For City Taxi/Ola Rental/ Ola Share/ Ola Auto:-

1. Acknowledge – Apologise – Report Driver: Reason - Trip abandoned Mid-way (How to Report Driver?)
2. Educate to reach out 33553355 in such instances when the driver is around
3. Submit the ticket as the “I am solving this ticket” and send an acknowledgement email to the customer (How to Solve/Escalate the Ticket)

Ticketing Team (only when ticket is escalated):

Check Ola money report – Credit History (Maximum 5 Credits for regular customers & 10 for Ola select customers) (How to check Reports?)

Capture VOD (Out call to the Partner's Registered Mobile Number Only)

1. Verify the issue by capturing VOD – Check the Credit history in Ola money report  (How to check Reports?)
2. Click on Credit/Debit tool (as per the scenario) (How to use Credit/Debit?)
3. Submit the ticket as I am solving this ticket (How to Solve/Escalate the Ticket)

If VOC & VOD is contradicting - Check customers credit history & Process the Credit

Note: If the Drop Location captured on the Drivers device is incorrect:-

1. Apologise - Ask customer to deboard the Cab & make a fresh booking 
2. If amount paid/Ola Money debited - Process the Refund

 Disposition: Complaint > Driver Related > Trip Abandoned Midway