Vehicle Related: Cab/Auto KP Breakdown

For City Taxi/Ola Share/Ola Rental/Auto KP:

Voice/Email Team:

Case1: Ride Completed (Reporting after 30 mins)

1. Apologize - Report Driver - Reason: “Cab Breakdown” (How to Report Driver?)
2. Do not process Refund - Dispose the call
3. If customer not convinced – Transfer to Escalation Desk – Dispose: Other > Call Transfer > Supervisor.

Case2: Ride in Progress (Within 30 mins)

1. Apologize
2. Call the driver, ask him not to collect money. Report driver -Reason: “Cab Breakdown”  (How to Report Driver?) - Dispose the call
3. If Ola money debited/Driver collected money – Raise a Ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)
4. Request customer to book a new cab through APP.

Learn: (How to Dispose?)

Note: (Late night & Woman travelling alone or Ola Outstation Rides – Transfer to SRT – Dispose: Other > Call Transfer > Supervisor)

Email Team: 

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

Customer education: Educate the customer to input drop location for future rides. * (to validate the case of breakdown and for the additional check, whether actual and entered drop are same or different).

Escalation Team (Only when it is escalated):

1. Convince the customer – As per Ola policy, Refund not possible

Ticketing Team (only when ticket is escalated):

Check Ola money report – Credit History (Maximum 5 Credits for regular customers & 10 for Ola select customers)

1. Verify issue as in the ticket.
2. Follow the steps mentioned above.
3. Refund using Credit Debit tool - Reason: REFUND TRIP Bill. (How to use Credit/Debit?)
4. Report Driver- Reason: “Cab Breakdown” (How to Report Driver?) 
5. Submit the ticket using the macro I am solving this ticket and send an email to the customer. (How to Solve/Escalate the Ticket)

 Auto Ticketing Team (only when ticket is escalated):

1. Verify issue as in the ticket – Validate VOD (if required).
2. Click on Credit/Debit tool- 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: Maximum 5 Credits for regular customers & 10 for Ola select customers

Disposition: Complaint > Cab quality > Cab Breakdown (How to Dispose?)