Billing Issue: Unusually High Price - Ola Share

Probe to understand why the customer is unhappy about the pricing

1. Peak Pricing: Explain - Peak Pricing allows Ola to bring more cabs on road and meet the existing demand - (Refer KB Article:Peak Pricing Explanation)
2. Less Discount: In Ola Share discounts given are subjected to change based on the time of the day, demand at that time and location.
3. Toll Charges: Refer Ola website: olacabs.com/fares and explain the same.  

Voice Team:

Customer is convinced: 

1. Explain the invoice - Dispose the call (How to Dispose?)

Customer is not convinced:

1. Transfer to Escalation Desk - Dispose - Other > Call transfer > Supervisor (How to Dispose?)
2. Unable to transfer - Raise a ticket - TAT "Within 48 hours" (How to Raise a Ticket?)

Email Team: 

1. Follow the steps as above
2. Submit the ticket as“I need to Escalate this Ticket or I am Solving this Ticket” and send an acknowledgement email to the customer (How to Solve/Escalate the Ticket)

Escalation Team (only when ticket is escalated):

1. Convince the customer
2. Escalation Team - As per Ola policy - refund can't be initiated & leave an internal note

Disposition: Complaint > Billing Issue > Unusually High Price (How to Dispose?)