ZAM ZAM DHABA
If a rider wants to change the recording preferences in the account. What is the RR for this concern?
Rider - recording - how to opt in or out
Rider wants to be a guardian to his 15 year old child on Lyft platform. What is the RR?
Lyft Teen - verified guardian
The rider says I want to send Gift card to Muneer.hero@gmail.com.
When you investigated the email address on Mithin's account is Muneer.Villian@gmail.com. what is the next step?
Gift card purchased
Rider has questions about how to declare a service animal declaration form? What is the RR?
Service animal disclosure form - Activate
The rider says he is unable to request rides, when you investigate you understood the rider account is deactivated by request how do we solve the case?
Account disabled by request
The rider wants to delete his account and he no longer wants to use the account and he wants the Lyft cash on his account to be refunded? What is the next step?
Unable to refund Lyft Cash - before deleting account
Rider says when he requested the ride it was 19$ and now he was charged $38. How can we solve this case?
Educate - Charge was more than upfront auth
The Rider reached out and mentioned he purchased Lyft cash by paying 500 POUNDS. How can we educate the rider and help him use?
Lyft Cash purchased with different currency
The rider wants to switch the payment for the ride he has taken on Janauruy 17th and when you review the ride you see the ride amount was $25 and the ride paid $20 with Mastercard and $5 with Coupon? How we solve this case?
Unable to switch payment method used
Rider doesn't want to continue pair his hilton with Lyft account.
Disconnected Hilton Honor account
The rider reaches out to us and question saying I have scheduled a ride this morning and I received the message that my pick up is at 7:30 AM tomorrow, what is my next step? I need some clarification?
Where do I check the schedule ride in TOM and RR we use on compass?
RR - Confirmation of scheduled ride
In TOM, rider(Rider) completed bottom under scheduled ride section.
When do I override?
When AI/Automation has denied the conession and we need TM's approval
Concession COLORS and different between Automation and Concession Decision?
Blue - Success, Red- Error, Grey - Denied.
Triggered by Driver APP.
Triggered by Muneer-sutherland@lyft.com
I have the case to which suppose to be handled by FNOL and they work on emails, what should I do?
use transfer option and resubmit the case to Accident
Where do I check my evaluations in Amazon Connect?
Below Amazon Connect Contacts from Lyft cases tab:
I want to TIP the driver Muneer, he was a very good driver, he spoke to me about ZAM ZAM DHABA and Rabit and I love the food it is my regularnow place I want to TIP $5million to him, can you please do that for me. Ride was taken on august 1st.
Also walk me through the SR?
From respective ride details create charge and select increase tip to charge.
SR: PAyment methods and Billings
RR: Added tip to ride
The rider contacted us from website and they has some query. Now we do not have their TOM profiled linked to the case. Rider name is
Kayla Hamilton and her phone number ending with 1457.
Check via Ground Control and Rider profile is
https://tom.lyft.net/users/overview/user/1756200738044867194
How will I check random Completed Lyft cases in Amazon Connect?
Click on Lyft cases and filter the status with Completed.
The rider mentioned his payment method is not working and he got a message his recent transaction got failed.
When you have checked the user charges tab the payement rider was referring to is Autorization and it has been failed and reason code is Expired card and what is the resolution I give from Compass?
Failed auth - Expired card
Aishwarya Rai is contacting us to check that Family Account Payment information for Family Organizer or Family Members.
PS: Muneer is the Admin.
Lyft Family account payments - member
What is the credit/Coupon codes we have in Lyft?
SUPDISCRETIONARY and CADRIDE.
Rider wants to extend their coupon expiration, what is the resolution we share to them from Compass.
Unable to change expiration date
Rider wants to know the ALL access perks?
With Lyft Pink’s All Access plan, users get the same benefits as Lyft Pink:
Plus:
Rider wants to know how does the Lyft pink and price lock discount works? RR from compass?
Price lock - Lyft Pink - discount
Rider wants to inquire about the shuttel service?
Lyft shuttle service