Driver did not receive the due payment

Process Name

Issue: Driver did not receive the due payment 

Owner

Finance POC

Frequency

Escalate to: 

1. CS Supervisor and Finance Manager about the Due Payment 

2. Onboarding Manager if the bank details are to be changed. 

SLA

First response time: Under 2 hrs

Resolution time: Under 24 hours

Category: Remittance/Payment Related 

Possible reasons:

1. Moove did not make the payment 

2. Customer bank details are incorrect or not present on the onboarding database.

3. Customer has an outstanding

4. Payments were held back due to instruction from the Country Manager or CS Supervisor or the driver himself (if his bank account is compromised), based on certain circumstances.

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

1. Confirm if there is anything due for the customer; check the reconciliation under payouts if there is any record of payment made to the driver in the recent past and confirm if the driver has received or not

2. Confirm if the Bank details are correct on our system.

   1. If not correct or present, reach out to the Onboarding team to get it updated on CDO (Onboarding tool).