Ride Related: Incorrect Drop Order - Ola Share

Voice/Email Team:

1. Apologize – Validate the pickup/Drop order using CRM
2. Select Ola Share Rides>Select particular OSN>Verify (Drop location of Customer 1 & Drop Location of Co-passenger) by using Google Maps > Check the deviation

Navigation followed

1. Convince – Ola Share works as per Navigation – Dispose the call (How to Dispose?)

Navigation not followed

1. Report Driver - Reason: “Unprofessional Behavior” (How to Report Driver?) - Convince Driver to follow Navigation – Dispose the call (How to Dispose?)
2. If the driver not convinced & Trip Abandoned Midway – Raise a Ticket under Complaint > Driver Related > Trip Abandoned Midway – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

Email Team: 

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

Ticketing team (Only when the ticket is escalated):

1. Verify the pickup/Drop order using CRM – Validate VOD (If required) [Follow the Steps mentioned above]
2. Navigation followed - Convince – Ola Share works as per Navigation – Dispose as “I am Solving this Ticket” (How to Solve/Escalate the Ticket)
3. Navigation not followed & Trip Abandoned Midway – Refund using Credit/Debit with reason “Refund Trip Bill” (How to use Credit/Debit?)

Disposition: Complaint > Ride Delayed > Incorrect Drop Order (How to Dispose?)