Billing Issue: Charged Extra Due to Faulty Meter - Ola Auto/KP

This article is only for Ola Auto.

Voice/Email Team:

1. Validate using Google map - Calculate the charges manually 
2. Explain the fare breakup (Refer: olacabs.com/fares) - Dispose the call (How to Dispose?)

If the customer is Over charged

1. Raise a ticket – Inform 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)

Auto 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?)

1. Validate using Google map - Calculate the charges manually
2. Click on Credit/Debit tool with reason Refund trip (How to use Credit/Debit?)
3. Submit the ticket as I am solving this ticket (How to Solve/Escalate the Ticket)
4. Tracker to be filled

Customer Credit/Debit View

Drivers Accounts View

Note: Credit Limit Exceeded Case (Maximum 5 Credits for regular customers & 10 for Ola select customers) – Supervisor input is mandate

Disposition: Complaint > Billing Issue> Charged extra due to faulty meter (How to Dispose?)