Billing Issue: Driver Denied Ola Money - Ola Auto/KP

This article is specific to Ola Auto/KP

Voice/Email Team:  

1. Check Ola money report for Credit/Debit History (How to check Report?)
2. Apologize – Capture the reason 
3. Raise a Ticket – Inform TAT “Within 48 hours” (How to Raise a Ticket?)

Email Team:

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

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 Report?)
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

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 > Driver Related > Driver Denied Ola Money  (How to Dispose?)