Navigation
Which search options can you use to locate a rider's profile?
Name, Phone number, Rider ID
After Clicking +Add Request, what's the first piece of information you enter?
Pick up location
Which button do you click to cance a trip?
Cancel Request
Name four possible trip statuses in Spare Labs.
Scheduled, In Progress, Completed, Canceled
Which tab do you use to add a new payment method?
Payments Tab
Which tab shows if a rider has an Active Day Pass?
Payments Tab
If a rider says "I need to be at the doctor by 10am" which scheduling option do you use?
Arrive By
True or False: You must always include a cancellation reason.
True
What does “In Progress” mean?
The matching process is updating the request based on the latest information regarding driver availability.
What info is needed to add a GoPass Tap card?
13-digit Tap card number
Where do you check if a rider belongs to a group?
Membership Tab
What step must you complete iof the rider has a service animal or additional passengers?
Add it under Passengers/Service Animalks before confirming the trip.
Can a canceled trip be rebooked?
Yes, from the trip details page
Rider is calling for an ETA; Their trip says; In Progress.
What does that mean?
It means the driver has picked up the Rider and is on the way to the destination.
True or False: A rider can have more than one payment method saved.
True
Which tab shows Riders current, future, subscription and past requested trips?
Overview
If booking for a Golink rider, at what step do you choose their payment method?
Before booking the trip?
What is considered a "Late Cancel"
2hrs or less
What will the status show when its been matched/placed to a duty?
Accepted
A rider’s wants to add a credit card to his profile. List the steps to add it.
Search profile → Payments Tab → +Add Payment Method →Send IVR for Rider to input Credit Card
Where do you find a Riders mobility aid information?
In the Riders Profile personal section, under mobility aids and/or Under the Preference Tab
A rider calls to book therr trips at once (doctor, pharmacy, home). After booking the first leg what action tab to click to create the next stop?
Create Return
A Paratransit Rider calls in and asks you to change their already scheduled pick up time to 30 min earlier. What do you say?
I'm sorry, you will have to keep your original pick up time; The system doesn't allow for Same day changes.
A rider calls and says “My driver isn’t here.” Spare Labs shows “Completed.” What do you do?
Check time stamps, confirm with provider, escalate if necessary (possible error or misreporting)
What does Default Payment method mean?
Default is charged automatically