Personal Life Events
What is the first step before submitting an appeal for an app crash
A. Submit the appeal directly in AC3
B. Transfer to the Escalations team
C. Verify prior contact before or during the block time
C. Verify prior contact before or during the block time
What types of appeals are submitted under the Safety category.
A. Incidents involving driver safety or unsafe conditions.
B. Paymnet disputes
C. App crash issues
A. Incidents involving driver safety or unsafe conditions.
Which team receives the transfer when a retail account is on hold?
A. Safety Team
B. Station Operations
C. The account escalations/support team
C. The account escalations/support team
What is the typical outcome of an appeal for damaged/missing items?
A. Always granted
B. Always denied
C. Automatically escalated to management
B. Always denied
What happens with the points of a driver whose standing is At Risk?
A. Points may be impacted and the driver to appeal for correction
B. Points are automatically restored
C. Points are permanently closed
A. Points may be impacted and the driver to appeal for correction
What should you do if no prior contact is found before the block start for an app crash
A. Document that no prior contact was found and proceed per policy
B. Submit the appeal anyway
C. Transfer to Payments Team
A. Document that no prior contact was found and proceed per policy
What should you do if a driver reports an incident with a station associate?
A. Deny the appeal
B. Transfer to the Payments Team
C. Submit the appeal under Station issues in AC3
C. Submit the appeal under Station issues in AC3
What should you do if you don't have access to AC3?
A. Deny the appeal
B. Ask the driver to call back to another day
C. Follow the legacy/alternative process or escalate for access
C. Follow the legacy/alternative process or escalate for access
What happens with an appeal for alcohol/meat issues when a ticket already exists.
A. A new ticket is created
B. The appeal is automatically denied
C. The existing ticket is referenced and the appeal is processed accordingly
C. The existing ticket is referenced and the appeal is processed accordingly
What is the time window to verify missing points after an appeal?
A. 24 hours
B. The standard verification window per policy (typically 24-48 hours)
C. 7 days
B. The standard verification window per policy (typically 24-48 hours)
What does it mean when an appeal is in "Pending" status.
A. The appeal has been denied
B. The appeal is waiting for review/decision
C. The appeal has been granted
B. The appeal is waiting for review/decision
What does AC3 create for sattion issues such as parking or overbooking?
A. A payment ticket
B. A ticket/case in the appropriate system for station operations
C. A safety report
B. A ticket/case in the appropriate system for station operations
When should be an issue be transferred to Payments Team?
A. When there is no payment or earnings-related issue
B. When the driver has a safety concern
C. When the app crashes
A. When there is no payment or earnings-related issue
What is the difference between Route Rejection handling in Seattle vs. California
A. Seattle and California may have different regional or thresholds
B. There is no difference
C. California does not allow route rejections
A. Seattle and California may have different regional or thresholds
Which team receives the form submission for a technical issue with points?
A. Safety team
B. Station Operations
C. The technical support/points escalations team
C. The technical support/points escalations team
Which team should receive the transfer when an app crash appeal is granted.
A. Safety Team
B. Payments Team
C. The appropriate support team for block reassignment
C. The appropriate support team for block reassignment
What is teh key difference between safety issues and safety issues in the appeal process?
A. They use the same submission process
B. Station issues are always denied
C. Safety issues involve physical risk: station issues involve operational problems.
C. Safety issues involve physical risk: station issues involve operational problems.
What should you do when a driver insists on appealing after a denial
A. Submit another appeal immediately
B. Explain the denial reason and escalate per policy if applicable
C. Hang up on the driver
B. Explain the denial reason and escalate per policy if applicable
How should an "Other Reputation" appeal with a safety issue be handled
A. Deny it as Other Reputation
B. Submit it under the Safety Category instead
C. Transfer to Customer Complaints
B. Submit it under the Safety Category instead
How should a points miscalculation be handled for a driver who is NOT At Risk?
A. Follow the standard points correction process without urgency escalation
B. Same process as At Risk drivers
C. Deny the appeal since they are not At Risk
A. Follow the standard points correction process without urgency escalation
Which type of issue can be submitted directly without verifying prior contact
A. App crashes only
B. All personal life events
C. Safety issues and station-related issues.
C. Safety issues and station-related issues.
What action should be taken when a station is closed or there is an outage?
A. Submit the appeal noting the closure/outage as supporting context
B. Deny all appeals until the station reopens
C. Ask the driver to wait and call back
A. Submit the appeal noting the closure/outage as supporting context
Which policies apply when there is no access to AC3 (legacy process)?
A. No appeals can be processed
B. Only safety appeals are processed
C. The pre-AC3 manual submission and escalation procedures
C. The pre-AC3 manual submission and escalation procedures
What is the correct process for a DNR (Delivered Not Received)
A. Automatically grant the appeal
B. Deny without review
C. Check the defect on Provider Dashboard and submit an appeal directly to AC3
C. Check the defect on Provider Dashboard and submit an appeal directly to AC3
Where should you verify a "Worked the Block" appeal?
A. Only in the driver app
B. Ask the driver for proof only
C. In the scheduling/block system to confirm block completion
C. In the scheduling/block system to confirm block completion