Effective Days Calculation

Process Name

Issue: Effective Days Calculation

Owner

PE - CS Team

Frequency

Escalate to: 

1. Raise a ticket for PE of the customer to prorate the customer along with the commentary on the details and following the guidelines on step 5 above.

SLA

First response time: Under 2 hrs

Resolution time: Under 24 hours

Category: Remittance/Payment Related 

Possible reasons:

1. Customer did not inform in advance about the driver day offs

2. Uber services were down

3. Vehicle broke down

4. Customer could not take trips because of issues related to Moove 

   1. Car was Immobilised 

   2. Uber Fleet Account was deactivated

   3. Customer was promised a day off by Moove 

5. Driver’s vehicle was unassigned.

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

1. Verify the reasons for not working. 

2. Inform the customer about the Driver Day Off Policy - Ask him to send an email to ng-support@moove.io if they want to use the Driver Day Off.

3. Escalate to PE if the Driver can be prorated 

4. Check if the customer has done more than 5 trips. 

5. Check if the driver was with the vehicle in the said period;

   1. If not with the vehicle for a long time, ensure the driver is unassigned for the time period.

   2. If the driver is currently unassigned, then a day off is not needed to be logged as the driver will automatically not be charged for the said time period.

   3. Ensure the driver is not given day offs on days the vehicle was unassigned.

   4. Ensure the days off to be given is not more than 6 days a week and is not given on the days the driver’s vehicle is unassigned.

Fleet SOP - Returns and safekeep