ACTIVE -account is functional. driver/ delivery person is all set to drive -all the required docs are submitted and approved -background check is passed -at least 1 vehicle is active for use

APPLIED/INTERVIEWED -account is newly created -required docs are still missing on "driver onboarding status" in bliss -background check status is "not submitted" -"APPLIED" = US drivers / "INTERVIEWED" = CANADA

WAITLISTED - AUTO REACTIVATION -either one or more required doc has an issue -no active vehicle on the account -background check status is pending -account has no recent / current investigation or review

WAITLISTED -account is temporarily on hold / unavailable due to fraud or safety -has recent or present investigation being handled on the account -need to check on account notes / recent contacts for details

REJECTED -account has been deactivated due to fraud or safety -can be classified as temporary / permanent -need to check account notes / recent contacts for details -if account lock is present, all related user account will no longer become available

--------ACCOUNT FLOWS----------- -P2P -BLACK -UBER EATS, delivery using motor or car -LOGISTICS, using bike

---------TRIP TYPE PREFERENCES----------- UBER PRODUCTS -uberx -uberXL -UberComfort -UberBLACK -uberEATS -uberConnect -uberGreen

-----3 CORE ACCOUNT RELATED ISSUES----- -ACCOUNT ACTIVE -ACCOUNT INACTIVE -PROFILE

ACCOUNT ACTIVE ISSUES -unable to go online -not getting trip request / airport request -documents status check -vehicle requirements -vehicle trip type (products) -switch city / flow

• loyalty programs

HANDLING ACCOUNT ACTIVE ISSUES

1. check for the most recent trip
2. verify the city the driver wants to drive
3. ask for error message
4. check driver onboarding and document section
5. hard online blockers
6. ask to do basic troubleshooting steps

ACCOUNT INACTIVE ISSUES -deactivated due to low ratings -document fraud -real-time ID check -safety or IRT related concern -background check

HANDLING ACCOUNT INACTIVE

1. check STATUS ACTIVITY in bliss (date)
2. check the driver notes / related contacts
3. check knowledge base (acc ount inactive)
4. provide resolution

PROFILE RELATED ISSUES -unable to sign in -update account information -driver ratings -confirmation and cancellation rates -duplicate accounts (1 account per flow)

HANDLING PROFILE

1. ask for the email address to verify the account the driver is currently using
2. check for account flags
3. look for duplicate accounts
4. double check driver's license for personal account information

driver requirements driver license

pre call prep

uberonelogin.com

full name dob contact info trip loc unique identifier ssn license demographic

principles -collect minimum amount of data -use personal data fir purposes already disclosed -be transparent -ensure personal data is secured

uber support rep drib help.uber.com security@uber.com notify manager when transfer ticket to someone driver rider agent @ext.uber.com

approved by support logic credit trips or eats

account take over ATO lert@uber.com security@uber.com

======================================= Earners (drivers, couriers) Riders & consumers Businesses (merchants, U4B, Uber Health)

PRIORITY -supports earner with Gold and Platinum tiers

ACCOUNTS SUPPORTED -trips -accounts -payment

VERIFICATION (not verified) -full name -DOB (verified) -full name

*if the driver provided info is not match on their file "Unfortunately, some of the information that you provide doesn't match what we have on file." (check the driver's license of the driver) - if match, it means VERIFICATION SUCCESS, but if not provide 2 chances to verify the info, if still not provide the spiel "Unfortunately, since I am unable to verify the account, I will not be able to discuss any account of trip details."

*if the caller doesn't want to hang up, provide spiel in cheat sheet de-escalation spiel, not hanging up

*one earner gigs - means the kb need to use has a one earn

ACCOUNT WIDGETS *status activity - changes in drivers account (status, address, phone number, email address) *compliance - documents that the driver should/need upload on the account *recent contacts - where we can see the previous records of the drivers when they contact to agents *account tags - used for us to add a specific feature on the account or remove/ restrict, account tags can be agent generated or system generated *notes - being used if we change or take an action on the drivers account, its just like a footprint, can be agent generated or system generated *driver loyalty - where in we can see the changes on drivers loyalty *driver reports - if there was report coming from rider, or compliment from the rider *vehicles - we can see the driver registered vehicle *drivers - drivers info and status of account *driver cancellation and confirmation rate - the rate if they cancel a ride or accept it / acceptance and cancellation rate of the driver *partner history - drivers info *driver onboarding status - we can see all the document required to drive the vehicle on their city regulation *earner online blocker - just like a tag that is keeping the driver to not be able to go online, there is a possibility the driver didn't get a trip or go online, only system generated *net rates - where we can see the breakdown on how they will be paid *eligibility - where we can see if the driver is eligible to support a specific product *background check - we can see the drivers report on their background *related accounts - where we can check if the drivers created an account before, or duplicate account, or have a same phone number *documents - we can see the driver's upload documents *safety incident - for safety dep only *gig status - we can see if the account is active and if documents are all complete, just like eligibility

TRIPS WIDGET *trip history - where we can see the history of driver trips or deliveries (MPP - shop and pay) *driver chronicle - being used in order for us to see the timeline of the drivers active time (if the driver is online, on trips, or offline) *trip chronicle - being used for you to check the duration of the trip *live trip - where we able to see the live trip of the driver

PAYMENT WIDGET *taxes - you can give general information about their taxes *earnings guarantee - where we can see the driver's guaranteed earnings *healthcare stipend CA- for only california drivers, they receive money (ayuda) *instantpay - (gcash) *chargebacks - if there was a deduction on their account *promotions/incentives - offered promotion on drivers safety *earner statement browser - earner statement, being sort out weekly *invitations - referral *fare adjustments and appeasements - if we adjust a fare or process a refund *payments tools driver - where we can see driver's banking information, payments, miscellaneous payments *uber pro card - is an offer card powered by branch, its just like a free card for drivers *incentives enrollment - for promotion

RISK WIDGET *account timeline - what happen on their account, or changes on their account *devices - the devices that was they used on drivers account, or checking history on what devices that the driver being used *risk action on the account - if ever the system detected that there was a sketchy activity on the drivers account (it might be a result of fraud) *whitelist eligibility - *identity verification - realtime ID check *account flags - if we flag suspicious activity *2 step verification - OTP

*CTG (contact type group)

GENERAL OPERATING PROCEDURE/ PHONE STANDARD OPERATING PROCEDURE

*call transfers - (cold transfer - simply transfer to another agent or dept, without talking to next rep) (warm transfer - will speak to another agent or dept first before transfering the call) *ghost call/empty call - no one talking on the other line/ unresponsive , (provide opening spiel, wait caller to respond in few seconds 5secs, if theres no response, provide again the spiel and count 5s, after 2 attempts with no response, provide ghost spiel). Callback the driver once *dropped call - if the solution already process, it is not necessary to callback the driver. If the solution is not yet provided and the driver has no response on the other line, ask the caller if they can here you for two times, and deliver empty call. Callback the driver *callback process - if wanted to callback due to trips (the queue is driver_cx *hold - *de-escalations - the department where in if the driver asking for a supervisor

*when transferring call to supervisor provide the kb that you use and what step

*queue when transferring to supervisor -united states_driver non payment cos escalations_english_normal

KB *earner account & payment homepage (edit profile, switch city, switch flow, ) *phone routing guidelines *BPO Earner Transportation Escalations *General Phone SOPs [all LOBs and modalities] *[US&C] Document Review City/State List (One Earner) - requirements per city *[US&C] Document Status Check Homepage (One Earner) - to check status of documents *US&C] Document Pending (One Earner) *[US&C] Document Rejected (One Earner) *Document Fraud (One Earner) *Vehicle and Trip Type Requirements- NORTHAM (One Earner) (YOU CAN SEE THE VEHICLE REQUIREMENT) *Edit Vehicles NORTHAM (One Earner) *[US&C] Earner Online Blockers Matrix - Unable to Go Online Support *Received Notification For Quality Or Fraud [Delivery Orders]

*phone routing guidelines -accessibility concern - disability, service animals(service denials), they can only do support via messaging

-ASR(ACCOUNT SECURITY REVIEW) - driver may be impacted by an ATO(ACCOUNT TAKEOVER), if there was having an issue on the app, unable to access earnings, reporting about account security. (eg, email, password, someone access their account or hack).
*use KB [US&C] Account Security Review *ASR only supporting messaging *greenlight hub, supporting personally

-NYC TLC - no phone support, supporting 24/7 via messaging

-Rider - polymorphic (2 accounts, one for rider and driver) some driver called in using riders account (RELATED CONTACT: bliss link)

-vehicle solutions - offering rental cars, not owned by uber, just partnering with rental companies (hertz, avis, enterprise, getaround, kinto). if driver called in transfer document transfer to VS

-lost items - (standard and high value items)

-cleaning fee - someone vomited in their vehicle, or food spill or any mess that might affect the cleanliness of the vehicle

-cross support and IRT - (THEFT, DRUGS, ALCOHOL, VEHICLE CRASH, etc.) ~existing contact - menas u need to check the recent contact ~rejected driver ~waitlisted drivers ~IRT and XS safety ~XS general

-unsupported language - we only have, english/spanish/french

-transgender inclusion team - they are only supporting via messaging

-ubereats - cold transfer, open 24/7 (if driver asking for account, payment issue, we handle the call) (if about delivery issue xfer to ubereats)

EARNER ACCOUNT AND PAYMENT HOMEPAGE -profile picture - there was changes on their profile picture -check recent contact -we cannot change profile pic if its under transition or transgender, route to TRANSGENDER -24hrs to approve profile picture *ASK FIRST IF THEY SUBMIT THE FORM

-profile name - before changing the name they need to verify the last 4 of their drivers license (if about transition, route to transgender inclusion team) *WE CAN ONLY CHANGE NAME FOR TYPO ERROR

-profile update email, phone number, address - check the tag first -before change, ask first to verify the last 4digits of DL and the last 4of debit card or the last 2 of account number *WE CANNOT UPDATE PHONE NUMBER AND MAILING ADDRESS OVER THE PHONE, ITS ONLY VIA MESSAGING *WE CAN ONLY UPDATE THEIR EMAIL ADDRESS *EMAIL, PHONE NUMBER AND ADDRESS CAN CHANGE ON THEIR APP

====================================== -DOCUMENT REQUIRED PER CITY - to check the document resources, search in KB (NAME OF CITY + FUNNEL)

-document pending FOR ESCALATION, IF YOU ESCALATE *action bar, search ADD DRIVER NOTE, place the note

-document fraud *check status activity, when is the day they waitlisted *check notes with the same day they waitlisted *recent contacts *check gig for permanent override, or temporary

HOW TO ADD VEHICLE https://uberkb.lightning.force.com/articles/en_US/Knowledge/Edit-Vehicles-NORTHAM-One-Earner *CLICK ACTION, ADD VEHICLE *if the vehicle score is 2 there was a pending documents, or there was an issue on his document *if 1, the driver commit an accident *if score 4 and 5, it means good

DELETE VEHICLE *add driver note

UNABLE GO ONLINE (https://uberkb.lightning.force.com/articles/en_US/Knowledge/US-C-Earner-Online-Blockers-Matrix-ugo-support) -check account notes -check partner tools *check online blocker (POST_FUNNEL_ENTRY) (fleet relationship, meaning the vehicle he is using is owned by other or operator) **turn off 2 step verification, click risk, 2 step verification and then turn off

-FOR FRAUD OR QUALITY ORDER, THEY CAN GO ONLINE BUT THEY RECEIVE A NOTIF THAT THEY DO A FRAUDULENT OR QUALITY ACCOUNT

*NRO (Never Received Order) *check cheat sheet for additional talking points, NRO spiel

-DELIVERY DEACTIVATION (Earners) -appeal status (declined) appeal is already file

SAFE or CAST JIRA or DACT JIRA, Account is Waitlisted/Rejected (Safety investigation, or having an accident) someone hit her bumper *if the driver first time calling about the issue or report the accident/ warm transfer to IRT

*filter trips on apps wanted to receive uberpool trips but cannot see on preferences tab -if they want to change trip type preferences from uberx to uberpool, this is the sae they are automaticall eligible for uber pool so no need to

*we have to places the driver can get request, in airport and in normal area

*FIFO (First In, First Out)

https://uberkb.lightning.force.com/articles/en_US/Knowledge/Non-moving-violation-NORTHAM -NON MOVING VIOLATION= receive a ticket while waiting on airport, it can also happen in normal area (IT IS A CITATION GIVEN BY HIGHWAY PATROL OR POLICE)

==================== *SWITCH CITY

-CROSS LISTED CITIES - no need to switch the city

-if the driver wants to switch city but not cross listed *need to complete new background check *upload again the documents *can take 3-5 bd and wont able to accept trips or deliveries during that time

-TO SWITCH CITY, click action bar, find switch flow and city

*if the driver is in new york and supporting uber black, (uber black is commercial account) they need to create a new account, use the this kb link https://uberkb.lightning.force.com/articles/en_US/Knowledge/Switch-City-Request-NORTHAM

*the driver need to undergo again in background check even though they are already registered on that specific city before

=========================== uber eats -THEY USING VEHICLE -yr of car 20yrs and newer -do only delivery

P2P -both delivery and trips -year of car 15yrs old and newer

RIDESHARE -taking trips

*NOTE: IF THE DRIVER HAS AN ACCOUNT INDICATE ONE EARNER GIGS, MEANING THEY CAN APPLY TO P2P WITHOUT THEIR ACCOUNT BEING OFFLINE FOR 3-5BD, THEY JUST NEED TO SUBMIT DOCUMENTS

=================================== EARNINGS AND PAYMENTS

-driver asking what is their balance, provide balance no talking points, change CTG in kb contact type, EARNINGS AMOUNT REVIEW