Billing Issue: Coupon Applied Incorrectly

For City Taxi:-

Voice/Email Team: 

Select Particular ride > Invoice tab > Check the Offer Section if Coupon applied

 No Coupon applied/Visible

1. Communicate - Coupon was not applied – No discount is applicable
2. Dispose the call (How to Dispose?)

Coupon applied/Visible

1. Check the Coupon validity - Terms & Conditions - Using Offer tool (How to Check Offer?)
2. If Coupon is valid & discount given – Educate the customer – Dispose the call (How to Dispose?)
3. If Coupon is valid & No discount given – Raise a ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)
4. If Coupon is invalid & No discount given – Educate the customer about offer T&C (How to Check Offer?)

For Ola Auto/KP:-

1. Check the Cash back validity, terms & conditions using KP Auto Offer List
2. If Cash back is valid & discount given – Educate the customer – Dispose the call (How to Dispose?)
3. If Cash back is valid & No discount given – Raise a ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)
4. If Cash back is invalid & No discount given – Educate the customer about offer T&C (How to Check Offer?)

For Ola Share/Outstation:-

Not applicable

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)

Tech Team (only when ticket is escalated):

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

1. Verify the issue using Ola money report (How to check Reports?)
2. Check on the Offer tool (How to Check Offer?)
3. Click on Credit/Debit with reason Coupon applied incorrectly - Submit the ticket as I am solving this ticket (How to Solve/Escalate the Ticket)
4. Create a JIRA ticket about the incident (How to raise a Jira Ticket? )

Auto Ticketing Team (only when ticket is escalated):

1. Verify the issue using Ola money report & KP Auto Offer List
2. Click on Credit/Debit tool with reason Coupon applied incorrectly (How to use Credit/Debit?)
3. Submit the ticket as 'I am solving this ticket' (How to Solve/Escalate the Ticket)
4. Create a JIRA ticket about the incident (How to raise a Jira Ticket? )
5. Tracker to be filled

Customer Credit/Debit View

Drivers Accounts View

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

Disposition: Complaint > Billing issue > Coupon Applied Incorrectly (How to Dispose?)