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Can’t request a trip with a gift card
Here
What has changed and (where)?
How does the resolution process change?
1
Updated the navigate link on STEP (#2 - YES)
This link now leads to the 'Problems with Facebook verification' KB page
2
Added to the “More info” DROPDOWN STEP (#2) about when a rider will go through Facebook verification social connect
Expand this DROPDOWN to understand what leads a rider to the social connect process
Unable to request
Here
What has changed and (where)?
How does the resolution process change?
3
Added a new resolution to STEP (#4b)
This step no longer requires a C360. You’ll need TL approval before routing to ASR. Have a TL review the account and confirm there are no signs of fraud
4
Added to the “More info” DROPDOWN STEP (#2) about when a rider will go through Facebook verification social connect
Expand this DROPDOWN to understand what leads a rider to the social connect process
Problems with Facebook verification
Here
What has changed and (where)?
How does the resolution process change?
5
Added information to the page summary about when a rider will have to go through Facebook verification social connect
Check the summary to understand what leads a rider to the social connect process.
Authorization hold
Here
What has changed and (where)?
How does the resolution process change?
6
Removed STEP (#3) and corresponding SR's from the KB
Riders should not be seeing incremental auth hold amounts anymore. The bug causing the problem has been solved.
Issue with email
Here
What has changed and (where)?
How does the resolution process change?
7
Added SR that had been missing on the Bliss back-end to STEP (#3)
Use SR when you aren’t able to match an account with the phone number provided
Arrears
Here
What has changed and (where)?
How does the resolution process change?
8
Added a new SR on STEP (#3 - NO)
Use this SR when the rider has arrears on a duplicate account
Product offerings
Here
What has changed and (where)?
How does the resolution process change?
9
Added a new DROPDOWN about Shuttle or High Capacity Vehicle (HCV) under the other section
Expand this DROPDOWN if the rider is concerned about shuttle
Credit & debit cards
Here
What has changed and (where)?
How does the resolution process change?
10
Added a new STEP (#2) under the Security Measure section
Follow this STEP (#2) when the user is concerned about billing address verification (BAV)
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