For City Taxi/Ola Share/Rental:-
Toll/Parking incorrectly captured in the invoice
Scenario 1 - No Toll/Parking in the route
Scenario 2 - Driver did not pay Toll/Parking
Scenario 3 - Driver collected Toll/Parking & amount charged in invoice also
Voice/Email Team:
1. Validate by Referring Ola Website/Google map/Supervisor input/Route tool for Toll/Parking
2. If Validated & Toll/Parking correctly charged - Inform it is charged as per the route
3. If Validated & Toll/Parking wrongly charged - Recomplete with reason Device Issue (How to Recomplete?)
4. If Unable to Validate
- Capture VoD (Outbound Call - Partner Registered Mobile Number Only) – If Confirmed - Recomplete: Reason - Device Issue (How to Recomplete?)
- Driver not contactable - Recomplete: Reason - Device Issue & educate the customer to call when the driver is around in future (How to Recomplete?)
- VoD and VoC conflicting - Recomplete: Reason - Device Issue & educate the customer to call when the driver is around in future (How to Recomplete?)
Note: Maximum 5 Credits for regular customers & 10 for Ola select customers
Driver collected Toll/Parking & Charged in invoice also
Refer KB Article: Driver Took Extra Money
Updated invoice request with Optional Toll/Parking charges - For reimbursement
Apologies - Inform updated invoice can’t be provided - These Tolls/Parking can’t be configured on the system.
For Outstation Cabs:
Voice/Email Team:
- Inform – To Pay - It’s a part of the Outstation policy – Customer must pay Toll & Parking fees.
Disposition: Complaint > Billing Issue > Toll/Parking charge issue (How to Dispose?)
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