Billing Issue: Ola Money Deducted and Cash Paid too

For City Taxi/Ola Rentals:-

Voice/Email Team: 

Ola Money Not Debited

1. Check Ola money report – Debit History (How to check Reports?) 
2. If not Debited - Communicate that the Ola money is not debited for the ride
3. Dispose the call (How to Dispose?)

Ola Money Debited < 200 & No Credit in Last 30 Days

1. Check Ola money report – Debit/Credit History (How to check Reports?) 
2. Recomplete the invoice with reason Ola Money & Cash Paid (How to Recomplete?)
3. Dispose the call (How to Dispose?)

Ola Money Debited > 200 or Credit in Last 30 Days

Capture VOD (Out calling Partner Registered Mobile Number Only)

1. If VOD is validated - Recomplete the invoice with reason Ola Money & Cash Paid (How to Recomplete?)
2. Dispose the call (How to Dispose?)

Note: If VOD not validated or Exceeded Credit Limit (Maximum 5 Credits for regular customers & 10 for Ola select customers) - Raise a ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

For Ola Share/ Auto KP:-

Ola Money Not Debited

1. Check Ola money report – Debit History (How to check Reports?)
2. If not Debited - Communicate that the Ola money is not debited for the ride
3. Dispose the call (How to Dispose?)

Ola Money Debited

1. Check Ola money report – Debit History (How to check Reports?)
2. If Debited & Ride in progress – Convince the driver to pay back the cash
3. If driver not convinced/Ride Completed - Raise a ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

For Outstation:-

Not applicable (Payment via Cash only)

Email Team: 

1. Follow the steps as mentioned 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)

Ticketing Team (only when ticket is escalated):

Check Ola money report – Maximum 5 Credits for regular customers & 10 for Ola select customers

Capture VOD (Out calling Partner Registered Mobile Number Only) 

1. Verify the issue by capturing VoD – Check the Credit history in Ola money report (How to check Reports?)
2. Click on Route tool (as per the scenario) (How to Recomplete?)
3. Submit the ticket as I am solving this ticket (How to Solve/Escalate the Ticket)

If Unable to Capture VOD 

1. Check Ola money report – Credit History (How to check Reports?)
2. Validate VOC & Recomplete the ride (How to Recomplete?)

Ola Share/Auto Ticketing Team (only when ticket is escalated):

1. Verify the issue by capturing VOD – Check the Credit history in Ola money report (How to check Reports?)
2. Click on Credit/Debit tool (as per the scenario) to process refund (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 (Only for Auto)
5. If VOD & VOC is contradicting - Check customers credit history & process the credit

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 > Ola Money Deducted and Cash Paid too (How to Dispose?)