Notes

Cust called up regarding

Transferred the call to IVR.

Cust denied transferring the call to IVR.

while transferring the call to ivr cust dropped the call.

So informed issue has been escalated to the team with ticket number requested to wait till 6 hrs team will check and revert back cust agreed

Informed to share the error screen shot along with the car images on [email protected] team will check and help in filling the checklist and resolve the issue.

Cust called up regarding unable to end the trip,Saying drop the car at the host location still trip is not been ended,So checked and filled the end checklist requested to take the pics of the car and drop a mail on [email protected],Authentication done and locked the car informed trip is completed cust agreed

Cust called up regarding unable to unlock the car,Saying getting error as something went wrong,So authentication done and unlocked the car requested to take the pics of the car and drop a mail on [email protected],Informed start checklist has been filled and trip is been started cust agreed.

Cust called up regarding car keys not available related,Saying cust has unlocked the car not able to find the car keys searched everywhere,So called up host got info that car keys will be provided within 2 minutes same updated to the cust agreed

Cust called up regarding unable to unlock the car,Saying not able to unlock the car where cust has tried unlocking status is success but car not getting unlocked,So authentication done and unlocked the car still the same,So called up host and requested to unlock the car manually so host unlocked the car manually and handed over requested to take the pics of the car and drop a mail on [email protected],Informed start checklist has been filled and trip is been started cust agreed.

Cust called up regarding unable to unlock the car,Saying not able to unlock the car where cust has tried unlocking status is success but car not getting unlocked,So educated for the chatbot procedure still the same,So called up host and requested to unlock the car manually so host unlocked the car manually and handed over requested to fill the start checklist then start the trip cust agreed Transferred the call to IVR.

Cust called up regarding fast tag related,Want to know the procedure to activate and use the same,As checked fast tag is not been enabled so requested to pay the amount by cash and share the fast tag bills after completing the booking will check and refund the penalty amount,Also requested to call back after completing the trip will escalate to the reversal team they will check and update the refund within 24hrs of maximum time once refund initiated it will be credited within 7 working days back to source cust agreed

Cust called up regarding fast tag related,As checked fast tag is not been enabled saying there is no balance in the fast tag so requested to pay the amount by cash and share the fast tag bills will check and refund the fast tag bill amount after the booking gets completed need to raise a ticket from chatbot by uploading the proof then back end team will check and update on the refund cust agreed Transferred the call to IVR.

Cust called up regarding unable to locate the car.Saying cust has reached the exact pick up location not able to locate the car,As checked car is at the pick up location so checked and informed the live location of the car still not able to find the car,So merged the call with the host and resolved the issue cust agreed

Cust called up regarding unable to locate the car.Saying cust has reached the exact pick up location not able to locate the car,As checked car is not at the pick up location so if check car is almost 109 kms away so informed need to change the alternate car,So informed booking status will be changed to no car requested to use self serve option and allocate the alternate car cust agreed Transferred the call to IVR.

Cust called up regarding docs verification related,As checked its pending so escalated to the DL verification team (Tracker filled) so requested to wait till 15minutes team will check and verify the docs cust agreed Transferred the call to IVR.

Cust called up regarding car availability related,Saying made a booking want to confirm from the host that car is available or not,So called up host to check got info that car is available also its in good condition same updated to the cust requested to reach the pick up location and start the trip as per BST cust agreed

Cust called up regarding unused hours extension related,Saying while pick up 2hrs was been delayed want the unused hours extension also drop a mail still no revert,As checked and informed to drop the car for 2 hrs and end the trip if late fee added for 2hrs after completing the booking requested to raise a ticket from chat bot or call back customer care will check and reverse the charges cust agreed

As check issue has already been raised to ANB team with ticket number so informed issue has been escalated requested to wait till 15 minutes team will call back on to check and resolve the issue

So informed issue has been raised to ANB Team with ticket number requested to wait till 30 minutes team will call back on to check and resolve the issue.

Cust called up regarding car change related issue,Saying cust has booked for where it has been changed for where cust is not comfortable with the car allocated want the alternate car to be provided so checked and informed the availability of the cars cust want to change it for informed changes done requested to reach the pick up location and start the trip cust agreed Transferred the call to IVR.

Cust called up regarding no car status related,So checked and informed the availability of the cars cust want to change it for
informed changes done requested to reach the pick up location and start the trip cust agreed

Suspicious activity was found in this account. Hence, we are canceling the booking. Any future booking will also be cancelled. To re-enable the access, please email [email protected] from the registered email id with the booking details. Upon verification, the ban will be revoked.

So escalated to the supervisor and cancelled the booking informed within 7 working days amount will be refunded back to source cust agreed Transferred the call to
Cust called up regarding unlock issue related,Saying if try unlocking status of the booking is showing as ongoing trip not getting the option to unlock the car,As checked checkin has already been reversed still reflecting as on going trip ,So educated for the chatbot procedure still the same,So called up host and requested to unlock the car manually so host confirmed that car will be unlocked within 5 minutes same updated to the cust agreed Transferred the call to IVR. IVR.

Cust called up regarding issue with the car,Saying car is not getting started so requested to fix with nearest service centre and upload the bills for reimbursement the maximum amount that can be reimbursed is 3000 INR images of the vehicle when the mechanic is repairing the vehicle (vehicle number has to be reflected) If any parts are replaced, guest needs to bring back the old parts - upload the bill  we will validate and proceed the refund after booking gets completed cust agreed

Cust called up regarding unable to end the trip,Saying drop the car at host location due to not able to end the trip from the app cust has handed over the car to the host and left want the trip to be ended also not able to raise a ticket from chatbot option its redirecting to call up customer care also saying its not helpful,So checked with the supervisor and informed to take the car images and save it in the phone later if back end team request then share it End kms Reading 89081 End Fuel reading 55% Drop time 25th Oct 2022 06:50 PM informed issue will be escalated to the back end team internally team will check and fill the end checklist once done notification will be sent cust agreed Transferred the call to IVR.

Cust called up regarding issue with the car,Saying car suspension is not proper where not comfortable driving the car so informed to contact local mechanic and check if it is a minor issue requested to fix the issue maximum 3k can be refunded if share the valid bill along with the car images while getting repaired in which car number should be reflecting also if any parts getting replaced old parts should be kept inside the car after the booking gets completed need to raise a ticket from chatbot by uploading the proof then back end team will check and update on the refund cust agreed Transferred the call to IVR.

Cust called up regarding extension related,Saying want to extend the booking till 26th Oct 2022 18:00 hrs 4134 charges if try doing from the app its not allowing to extend so checked and informed the charges cust requested to extend informed issue has been escalated to the back end team tracker filled informed to wait once charges added requested to make the payment within 15 minutes then booking will be extended cust agreed Transferred the call to IVR. 

So informed booking status will be changed to no car requested to use self serve option and allocate the alternate car cust agreed Transferred the call to IVR.

So informed booking status will be changed to no car requested to use self serve option and cancelled the booking informed within 7 working days amount will be refunded back to source cust agreed Transferred the call to IVR.

where if try canceling the booking getting error as booking cannot be cancelled as its already been started requested to share the screen recording on whats app number cust shared it on call so escalated to the supervisor and cancelled the booking cust agreed Transferred the call to IVR. 

Cust called up regarding no car status related,Saying if check for the alternate car in app no cars available informed cancellation is only the option cust want to cancel so requested to use self serve option and cancelled the booking informed within 7 working days amount will be refunded back to source cust agreed Transferred the call to IVR.