Driver is charged the remittance even after returning the vehicle

Process Name

Issue: Driver is charged the remittance even after returning the vehicle 

Owner

CS Team / Fleet 

Frequency

Escalate to:

1. PE to check if the vehicle is returned and prorate the customer accordingly. Ensure that the dates to be prorated are present in the reconciliation sheet. If present, escalate it to CS Supervisor to have the prorations approved.If not present (implying the period has been backed up), liaise with the CS Supervisor to raise the issue with the CM for special approval. 

2. Fleet team to un-assign the vehicle and add the correct unassign date

SLA

CS Team First response time: Under 1 hour

Resolution time: Under 24 hours

Fleet Team First response time: Under 1 hour

Resolution time: Under 24 hours

Category: Remittance/Payment Related 

Possible reasons:

1. The vehicle was not un-assigned after returning the vehicle 

2. The un-assigned date is different : vehicle returned date as per customer vs vehicle un-assigned date. 

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

1. Confirm with the Customer when was the vehicle returned 

2. Confirm the last Uber Trip data and Confirm the status of the vehicle - Assigned/Unassigned