UberDash Discrepancies on Remittance Advice

Process Name

Issue: UberDash Discrepancies on Remittance Advice 

Owner

Data/Reconciliation team

Frequency

Escalate to: 

1. a. Create a ticket on Freshdesk, assign it to the right product POC/Agent in the Payment Recon team based on the product. Product POCs/Agents are listed in the last page of the Freshdesk Ticketing Refresher Doc. Ensure the driver’s product is specified and add the Screenshot of the driver’s Uber App.

b. The payment Recon POC will investigate and give a response. Based on the response given, follow up if something is unclear. Once resolved, promptly inform the customer. 

Template as seen in Freshdesk: New ticket

SLA

First response time: Under 2 hrs

Resolution time: Under 48 hours

Category: Remittance/Payment Related 

Possible reasons: 

1. Customer is not checking the data for the right date: Date on Remittance Advice Vs Date chosen on the Uber App

2. There is really discrepancy between Remittance Data and Uber App

3. Driver could have had an adjustment done by Uber that reflected in the time period.

How to tackle this? (Identify cause of the issue): 

1. Ask the customer about his doubt. The Uber earnings are charged over and above the Remittance. Explain the rationale and the calculations.

2. Ask the customer if he is choosing the right dates. 

3. Cross Check the data being sent by the customer (based on DRN) on the Support Dashboard. If there are discrepancies, please escalate this to the Payment Recon team.