KB/Logic
This KB article will provide you quick links for concerns about Multiple Destinations, Upcharge Request, Flagged trip fare, etc.
Fare Seems Low
What is the maximum cleaning fee for a minor mess in a trip that took place in London?
£15
What fee is being applied to the fare if the driver mentioned that it took them a while to begin the trip because the rider had many grocery bags to put in the boot?
Wait time fee
What should you use to determine gravity of a mess?
Severity Matrix
"I can't believe I had to spend £80 on this 25-minute trip, that's scandalous. I feel like I've been robbed, can you investigate this please!"
Scenario:
The driver started the trip but after a minute, rider changed his mind and doesn't wanna continue.
How will categorize the concern?
Begin and end instead of cancel
What adjustment should be done on the driver's side if the trip fell back to time & distance but they want to adjust the fare down to the initial Upfront Price?
Adjust the driver trip payment down to UFP
This is the current business model that we use.
Merchant business model
Provide Uber's previous and current protection partner.
AXA
Allianz
"I got charged a cancellation fee because it took me too long to find the driver - but his car wasn't the same! Can I have a refund?"
Which KB will you use if driver is asking how to claim an EV assistance?
Clean Air Plan
Scenario:
Driver is asking to refund the cancellation fee to the rider. Upon checking, rider already used Self Service option for adjustment.
What adjustment step should be done?
Adjust the driver trip payment to 0
Only adjust on Driver side
A charge payable for permission to use a particular bridge or road.
Toll
What are the requirements needed from drivers to be eligible for cleaning fee?
Trip ID provided or the name and date of the trip confirmed
Trip is within 3 business days
Photos of the mess in the car
A photo of the official receipt from the car wash
"My driver is clearly a smoker, I had such a bad headache from the smell in the car - it was like he was actually smoking on the trip, even though he wasn't!"
Not IRT
For issues with the Uber Navigation i.e. Road Closures, Incorrect Navigation, etc., you need to fill out a form to have the issue investigated by our Mapping Team. Which KB will you use to find the link to this form?
Fare Seems Low / Navigation
After how many minutes does the wait-time fee apply?
3 minutes
This is a £15 daily charge for driving a vehicle within the charging zone between Mon - Fri, 07:00-18:00; Sat, Sun & bank holiday, 12:00-18:00
Congestion Charge
When was the Merchant business model launched?
March 14, 2022 23:59
"There was an open can of beer in this car! The driver didn't seem drunk, but it still made me really paranoid and nervous!"