Driver collected Extra Cash

New Self-Serve Feature – Driver Collected Extra Cash

Scenarios Covered:

Wallet deducted and cash paid too

Driver did not have change

Driver demanded extra money

Applicable Categories:

City Taxi, Share & Auto Rides 

Mini, Micro, Prime, Rental, Luxury & Corporate Categories

Select & Non-Select Customers

Applicable Wallet Source:

Ola Money, Credit / Debit Card, Corporate Wallet, PayZapp, Jio Money, Ola Credit & Coupon

Self-Serve Refund Eligibility (for City-Taxi, Auto & Share together):

• The Customer has to register a complaint within 3 days i.e 72 hrs of Ride Booking Time
• Normal Customers – Only once in Lifetime (as one-time gesture)
• Select Customers – Only once in 30 days
• The limit for Refund Amount will be 200 for City Taxi & 100 for Share. If Refund Amount is greater than the limit, then an open ticket will be raised through Self-Serve, which will be assigned to Ticketing Team for Resolution
• No Recompletion for any reason/No Credit/No Coupon should be there for the same booking already
• For Wallet Deducted & Cash Paid Too Scenarios, The refund amount can’t be more than the bill amount
• For the other two scenarios, the extra payment amount can’t be more than the next ceiling value of Rs.500. For Ex., If the bill amount is Rs. 120, then Customer can quote an extra payment only upto Rs.500. If the bill amount is Rs.620, then Customer can quote an extra payment only upto Rs.1000

Process to be followed @ Customer Care:

Voice & Email Teams

• Customer complaints that the Driver Took Extra Cash (or) Wallet deducted & cash paid 
• Apologize for the Inconvenience, Confirm the CRN/OSN and check for the following points:
  • Check Detailed Invoice and confirm for Payment Mode & Wallet Deduction
  • Ride was taken within 3 days
  • No Recompletion done on this CRN already
  • No Credit/Coupon extended for this CRN already
• If any of the above condition fails, then inform the Customer that Extra Cash Payments are outside the scope of Ola Payments and suggest the Customer to check App notifications before making the payment. Mark an offence against the Driver as “Charged Extra”
• If all the above conditions are met, then inform the Customer to register a complaint through Self-Serve and share the self-serve link. Inform the Customer that the request will be validated and a refund will be processed if applicable. Also suggest the Customer to check App notifications & Payment Mode before making the payment. 
• For Rental Rides, whenever a Customer is registering a complaint through Self-Serve for “Driver collected Extra Cash”, no refund will be processed directly through Self-Serve. On all eligible cases, there will be an Open ticket created which will be assigned to Ticketing Team.
• Dispose the Call / Ticket as “Complaint: Driver Related: Driver Took Extra Money” (or) “Complaint::Billing Issue::Wallet Deducted and Cash Paid too” basis the issue quoted by the Customer
• Note: Educate the Customer not to pay in Cash when they have sufficient wallet balance as per the mode of payment selected by the customer

Ticketing Team

• If the Refund amount is greater than the limit, an Open Ticket will be created through Self-Serve, which will be assigned to Ticketing Team
• Check the credit history - Customer is eligible for only maximum 5 credits in a month
• Validate the issue by calling the Partner
• If Partner agrees, recomplete the ride by adjusting the CTD basis VOC/D, so that necessary refund will be processed to the Customer
• If the Partner disagrees, do not recomplete the ride and no refund should be processed
• If Partner is not reachable after 3 attempts, recomplete based on VOC (4 hrs of gap should be there between every attempt)

Note: Educate the customer not to pay in Cash when they have sufficient wallet balance as per the mode of payment selected by the customer.

Critical Points to Note:

• Before processing the Refund, Customer will be communicated that in case of any dispute raised from the Partner, the Customer might be asked to payback
• Refund will be Processed to the respective Source Wallet (for cash, it will be OM)
• Transparent Communication will be shared in the App to the Normal Customers that the Refund is processed as a one-time gesture and no such request will be accommodated in the future
• Once the Refund is processed through Self-Serve, Partner Earnings are adjusted accordingly. If Partner calls disputing the refund, then PC team would Recomplete as “Customer Paid Less” by adjusting the CTD, which will generate Receivable in Customer Account
• This is not applicable for extra toll charges collected by the Partner. If Customers complains on extra toll charges, then directly request the Customer to raise a request to Self-Serve and share the self-serve link

Click here to view the Self-Serve Work Flow & Screenshots:

Self-Serve Screenshots