KB/Logic
This KB article will provide you on how to adjust fare in all applicable scenarios for both Rider and Driver. This also outlines the situations where Upfront Pricing will not apply.
Fare Adjustment Guide
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 reported that he received a traffic citation due to following the app's route.
What KB will you use to assist the driver?
Tolls, surcharges, and fees
If the driver confirms the wrong rider completed a trip how much should we adjust for both parties?
Adjust the fare down to 0
This is the current business model that we use.
Merchant business model
Smart technology which makes real-time adjustments to the upfront price of a trip based on different factors. This technology could be a negative or positive adjustment within certain thresholds. For example, a trip with a long ETA could be 20% higher to make it more appealing to drivers. There are guardrails in place to cap the amount Uber can take from a trip.
SPOT pricing
Which KB will you use if the Driver is requesting reimbursement for a toll fee paid while on a trip.
Parking fees - UK
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
This feature allows partners who just completed an airport drop-off to receive a pickup request without having to go to the airport car park waiting area (subject to availability).
Rematch/Priority Airport Pickup
For issues when UFP is honored but Driver traveled further and/or longer during the journey than estimated AND there is enough deviation that justifies a fare adjustment, which KB will you use?
Fare Seems Low
What will be the contact type if you're transferring the contact to IRT.
Driver > Driver phone support issues > Escalations
This is a £15 daily charge for driving a vehicle within the London charging zone between Mon - Fri, 07:00-18:00; Sat, Sun & bank holiday, 12:00-18:00
Congestion Charge
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