PERSONAL
LIFE EVENTS
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) Ask the driver to restart the app
D) Verify prior contact before block start
D.
What types of appeals are submitted under the Safety category?
A) Incidents involving driver safety or unsafe conditions
B) Payment disputes
C) App crash issues
D) Standing points miscalculations
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
D) Standing Rewards 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
D) Reviewed based on documentation and evidence provided
D) Reviewed based on documentation and evidence provided
What happens with the points of a driver whose standing is "At Risk"?
A) Points may be impacted and the driver needs to appeal for correction
B) Points are automatically restored
C) Points are permanently lost
D) Nothing changes with their points
A) Points may be impacted and the driver needs 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) Deny the appeal immediately
D) Transfer to the 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) Ask the driver to call back later
D) Submit the appeal under Station issues in AC3
D) Submit the appeal under Station issues in AC3
What should you do if you do not have access to AC3?
A) Deny the appeal
B) Ask the driver to call back another day
C) Submit via email directly
D) Follow the legacy/alternative process or escalate for access
D) 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
D) The driver must create a new ticket first
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
D) 30 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
D) The appeal needs to be resubmitted
B) The appeal is waiting for review/decision
What does AC3 create for station 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
D) An escalation to management
B) A ticket/case in the appropriate system for station operations
When should a case be transferred to the Payments team?
A) When there is a payment or earnings-related issue
B) When the driver has a safety concern
C) When the app crashes
D) When standing points are incorrect
A) When there is a 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 policies or thresholds
B) There is no difference
C) California does not allow route rejections
D) Seattle processes all rejections automatically
A) Seattle and California may have different regional policies or thresholds
Which team receives the form submission for a technical issue with points?
A) Safety Team
B) Station Operations
C) Customer Complaints
D) The Technical Support/Points Escalation team
D) The Technical Support/Points Escalation 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
D) Customer Complaints Team
C) The appropriate support team for block reassignment
What does AC3 create for station 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
D) An escalation to management
C) A safety report
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
D) Transfer to Safety team
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
D) Ask the driver to submit online
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
D) Transfer to Payments
A) Follow the standard points correction process without urgency escalation
Which types of issues can be submitted directly without verifying prior contact?
A) App crashes only
B) All personal life events
C) Only route rejections
D) Safety issues and station-related issues
D) Safety issues and station-related issues
What is the key difference between safety issues and station 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
D) Safety issues do not require documentation
A) They use the same submission process
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) All appeals are automatically granted
D) The pre-AC3 manual submission and escalation procedures
D) The pre-AC3 manual submission and escalation procedures
What is the correct process for a DNR (Delivered Not Received) appeal?
A) Automatically grant the appeal
B) Deny without review
C) Review delivery evidence and submit through the appropriate AC3 workflow
D) Transfer to the station team
C) Review delivery evidence and submit through the appropriate AC3 workflow
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
D) Transfer to Payments
C) Deny the appeal since they are not At Risk