For City Taxi/Ola Share:
Voice/Email Team:
Case 1: Charged Cancellation Fee Incorrectly
- Select the Cancelled CRN – Check the Cancellation Reason – Apologize & Explain the Cancellation Policy
To Check: Select Cancelled CRN> Check the Cancel Reason in Summary Tab
2. Confirm whether Cancellation Charges are applicable in future ride
To Check: Click on Amount under customer payable
3. If Customer is unhappy about the Cancellation Charges – Guide to Self-Serve – Dispose the Call
Guide To: Select Menu > Your Rides > Select the Particular CRN > Support > Charged Cancellation Fees Incorrectly (Choose appropriate reasons)
Disposition: Complaint > Customer Cancellation Fees (How to Dispose?)
Case 2: Customer Related Cancellation (Changed my Mind/Booked another Cab)
1. Confirm the cancellation reason & educate about cancellation policy
2. If customer disputes that it was due to Driver Issue: Follow the steps mentioned in Case 1
3. Educate to select appropriate reason while cancelling in future
Disposition: Request > Cancellation Fees Revert/Refund (How to Dispose?)
Email Team:
Submit the ticket as “I am Solving this Ticket” and send an acknowledgement email to the customer (How to Solve/Escalate the Ticket)
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