KB/Logic
This KB article will provide you quick links for concerns about Multiple Destinations, Upcharge Request, Flagged trip fare, etc.
Fare Review
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
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
This is the current business model that we use.
Merchant business model
Driver wants an upcharge to a trip payment due to more than 4 riders billing for the incorrect vehicle class. for example: If a rider booked an uberX trip for 6 people and the driver happens to show up in an uberXL vehicle. What KB will you use?
(Driver) Upcharge Request - UK
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
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
What will be the contact type if the ticket should be routed to S4/Automation?
Other > EMEA CAR > EMEA CAR Agent Triage
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