Notes

Resolved due to : General feedback

Issue summary :ETA | got charged possible never received the order || Action taken:

Issue summary:
Action taken:
Bliss ticket:

Rider/Driver reached out via Social Media
ISSUE SUMMARY:
RIDER'S/DRIVER'S VERBATIM:
ACTION TAKEN:
Sprinklr Link and case number (SORT use only):
LINK TO SOCIAL MEDIA POST/PROFILE:
For the CSR picking this up: to resolve, follow the standard process and policies for this specific LOB.

Hi (Name),
We saw your message on Twitter/Facebook and wanted to reach out to let you know that we've forwarded this matter to the appropriate team and someone will be in touch soon.
Please respond to this message if you have further details (or screenshots) you believe would be helpful while we review this issue.
Thank you in advance for your patience."





Here to help. Please send us a direct message with your email address linked with your account so we can assist.

Here to help. Please provide us your email address linked with your uber account so we can assist.

OPENING SPIEL:
We appreciate providing your info.
Thanks for confirming your email address

First touch confirmation to Bliss outreach (we took over contact)
We appreciate you taking the time to provide your information! Our team is currently reviewing your account, and we've gone ahead and sent you a message through email. Check your app for our message or your email, and let us know if you have additional questions.
Thank you for providing this info! Our team has recently sent you a message directly through email. If you have additional questions, please don't hesitate to reply to the message directly.
Thanks for confirming your email address. We've just sent you a message directly through email. If you have any questions, please let us know by replying to that message.

First touch confirmation to Bliss outreach (we can NOT take over contact)
Thanks for providing your info! Our team is currently reviewing and will be in touch shortly. We appreciate your patience while we look into this.
Thank you for providing this information. Our team is currently working to resolve this issue and will be in touch shortly via email. We appreciate your patience!
We appreciate you confirming this info. Our team is reviewing and working to resolve the issue as soon as we can. Thanks for your patience!
We appreciate you providing this info. We're currently reviewing this and will follow up shortly. Thank you for your patience!
Our team is currently reviewing your message and will be in touch as soon as possible. We appreciate your patience while we work through this.

Pushback: User can't find Bliss message (1st response can be used for contacts stating that "i didn't receive any response nor email..." )
We're so sorry about the trouble! Our team has sent you a message directly via in-app. Simply go to the help section on your app to review our message, or check out your email. Please feel free to reply there directly within any additional questions. If you're still having trouble locating this message, please let us know.
We're so sorry for the confusion. Our team has previously sent you a message through email. If you have any additional questions, please let us know!
Please be sure to check your spam and junk folders in case the message ended up there. We appreciate your patience.
We can confirm a member of our team sent you a message directly through email. If you're not receiving our messages via email, it's possible your email account may be moving messages from Uber to your Junk or Spam folder. We recommend you check these folders and also mark any Uber emails as "Not Junk" to ensure receipt of future emails from us.
Thanks for following up, (name). A member of our team has recently been in touch via in-app support. Please check under 'Help' via your app, or this message can be viewed via your account email. Please be sure to check your spam & junk folders in case the message ended up there.
Hey, (name). You can view and respond to our message via the help section of the app or via your personal email.
Pushback: User doesn't want to go to bliss
We're sorry for the trouble and confusion. With the issue you raised, we want to make sure all communication is in the same place. We will be responding directly within email. We appreciate your patience!
We're sorry for the confusion. Our team will be following up right away within in-app support, and it can also be found directly in your email. We appreciate you patience while we work through this.
Sorry to hear about the trouble! We encourage you to continue working with our in-app support team to streamline communication helping to provide you with the best support possible. Thank you so much for following up with us.
We're incredibly sorry to hear about the trouble, we want to do all we can to get this sorted. That said, we encourage you to continue working with our in-app support team to streamline communication helping to provide you with the best support possible. Thank you.
Thank you for clarifying, (name) ! We understand this can be frustrating and it's important that we're able to address this appropriately. We've reached out via email and in-app support so we can take a closer look into this for you. Feel free to follow up with us there and refer to that thread for updates.

Pushback: User is still not getting answer from other team
We appreciate your patience while we work through this! We can assure you that our team is working to review this as quickly as possible, and we'll be reaching out shortly.
Thanks for providing this information! We can assure you our team is reviewing and working to resolve this ASAP. We appreciate your patience!
Thank you so much for following up with us. Our team respond to inquires in the order they're received. We know how time-sensitive this issue is for you. Hang tight for us!
Our team understands you would like a resolution ASAP, _____. We take matters like this very seriously and assure you we are taking a closer look into this on our end. We will be reaching out once we have more information to share.
We appreciate your patience while we work through this! Your support inquiry is in the queue and a member of our team will be following up as soon as possible. Please hang tight and keep an eye out for an update from us.

Our team has recently responded via email. Please reply there if you have additional questions!

Hi, (name). Our team works to respond to each individual inquiry in the order which they are received. We see your outreach and a member of our team will be following up to assist as soon as possible.
It seems a member of our team has reached out to you. Please check your email and follow up with them there.

Thank you for providing this information! After reviewing your account, we saw that someone in the appropriate team has reached out via the email address associated with your Uber account. You can find this email in your junk or spam folder if it is not in your inbox. Due to the nature of this inquiry, please visit us there for further communication.

RESPONSE FOR NO BLISS FOUND AFTER PROVIDING HELP LINK

We apologize for any delay. To best address your concerns, we've had a support team member reach out to you via in-app support. You can find our correspondence easily by navigating to the "Help" column of your app, or by checking the email inbox of the address your account is registered under. A quick note: Sometimes our correspondence can get lost in your spam or junk folders, so be sure to check those too! That being said, in an effort to enhance your support experience, and to avoid further confusion we'll be following up any further questions or concerns you may have through in-app support. Thank you so much for your understanding with us.
We received your support message from the email ending in [email protected]. We can assure you a member of our team will be in touch asap. Thank you for your patience
We've been back in touch with additional information and next steps within your email thread, Andria. Feel free to follow up there with further questions.

Thanks for providing those additional details, (NAME). We're not seeing any recent inquiries regarding this request. If you haven't already done so, please send us a note here; (Correct link. Note: if the link you that you will provide is just a help link; do not use "send us a note"). If you reached out about this issue via another email address, please let us know and we'll follow up.
We apologize for the trouble! Once you've sent us a note through the link provided above, let us know and we'll be able to expedite your support request. Thank you for your patience and understanding.