Ola Outstation: OTP not Received

Voice Team: 

1. Check with the customer about the issue he/she is facing while using the App
2. Check if the customer is calling from the registered number:

• If Yes - Share the OTP
• If No - Customer needs to call from his registered mobile number to get the start or the stop trip OTP. Verify the ORN number & disclose the OTP

3. If the partner calls and says that the customer's device is dead - Request to talk to the customer

4. Speak to the customer and ask for customer's phone number to validate the customer's credentials

5. Verify the details (against the ORN), give the OTP to the customer after validation

Email Team:

Reply to the customer with the steps mentioned above – Dispose as “I am solving this ticket”.

Disposition: Query > Outstation Query (How to Dispose?)