1
How much is the referral amount for driver's in Birmingham?
0. Referral incentive in Birmingham is currently on pause.
How much is the transaction fee for two-day cash out?
None. 0.50GBP only applies for instant cash out.
What does it mean if the document got rejected because of "Document Incomplete"?
This rejection reason means that we cannot see all four corners of the document in the photo
What is the maximum hour(s) for the driver to be forced offline?
10 hrs
How will you know if the document got rejected multiple times?
By clicking "history" button in the partner tools
How long should the London driver wait, for them to be eligible for cancellation fee?
8 minutes
Give 3 examples of benefits that ONLY Uber Pro driver can get.
Car maintenance, Education, Road side assistance, 2x Free MOT etc.
What do we advise the driver to bring when they go to the greenlight hub?
an ID.
What will you do if the document has been pending for 10hrs?
Check recent contacts if previous rep already added it to the red sheet. If not, escalate using the google form "Document pending over 8 hrs".
The driver called in saying that he was not paid for cancellation fee, you confirmed that the rider he refused to take has a service dog with him. What is your first course of action?
Transfer to IRT.
Document was rejected more than 2 times, what should be our first action?
Check recent contacts to see if already submitted to Green sheet by the previous representative. If not, add to Green sheet.
What is the tool that we use for us to check if the city is eligible in getting a license from? And which tab is it under?
City matrix under licenses tab.
In what day, statutory holiday pay added to the driver's earnings?
Every tuesday of each week.
The driver called in saying that there was an adjustment on his account, he insisted that he completed the trip with the correct rider. What should we do?
- Add a miscellaneous fee on his account based on the original trip payment
The driver is calling in saying that he received a warning from Uber, you found out that it's because of a two-letter code. You already explained to the driver but he is insisting to know what happened or what he did. What do we do?
After reiterating the talking points, escalate to DT2 for pushbacks.
What are the steps in walking the driver through when sending a photo?
Help > A guide to driving and delivering > Can't find the answer to your question > Share details > Submit
The upfront price was honored, what do we check on the rider's fare to know how much we are going to adjust to the driver's trip payment?
Check if the client fare spot difference is negative
What are the step by step process when escalating to DT2?
Set contact type > Change the modality to messaging > Insert you internal notes with "xxxL2escalationxxx" > Escalate contact and choose manager input requested > Send saved reply (Inbound phone escalation)
What is the contact type we use if we transfer the driver to the IRT team for safety concerns? and what about for IIT?
Driver > Driver phone support > Escalations
Other > Potentially critical review
What do we call the online training that a LONDON driver should take before he become active?
Uberpool Safety Training
Where can we check the current balance of the driver and the breakdown of their earnings?
Payments tab then check earning transaction history
The rider cancelled mid-trip and a blue driver is reporting that the trip payment he got is low. What do we tell the driver?
We are unable to adjust the trip payment. Educate the driver that if it happens again, he need to tell the rider to request for another trip.
What are the details we check on the bank statement that needs to match their payment profile? Kindly state all five.
Name of the account hold, Address, Name of the bank, Account number and Sort code number
What are the things we consider if the driver can't go online? Kindly state all seven.
Status of the account (Active), KYC open, all documents are approved, vehicle score is 5/5, online blocker, driver is going online within his city/region and no network connection issue.
What is the pension criteria that triggers auto - enrollment? Until when the can request for an opt out?
- Over 22 years of age, Under the state pension age and as soon as they earned 192GBP in any given week
- Driver should opt within a month after he have been enrolled.