THANK YOU FOR CALLING UBER DIAMOND SUPPORT RECAAAAAP! Aside from this concern is there anything else I can help you with? As we discussed, you called us today because of the (concern) and I helped you to (resolution). You can always call us back if you need further assistance as we are more than happy to help you. Sched _UBER Immediate 04/14/2023 11:00 PM - 12:15 AM _UBER Break 1 12:15 AM - 12:30 AM _UBER Immediate 12:30 AM - 1:00 AM _UBER 1x1 Coaching 1:00 AM - 1:30 AM _UBER Immediate 1:30 AM - 1:45 AM _UBER Lunch 1:45 AM - 2:45 AM _UBER Immediate 2:45 AM - 5:15 AM _UBER Break 2 5:15 AM - 5:30 AM _UBER Immediate 5:30 AM - 7:00 AM _UBER Client Training 1 7:00 AM - 8:00 AM Document: LOB: EARNERDIAMOND CT: Reason for Calling Reason for Calling - if Other: N/A Is this contact impacted by outage? NO If Yes, what specific Outage? N/A Issue Resolved? YES If No, Why? N/A Action Taken Did the contact feel like their issue was resolved? NO Insert KB Link Reason for Calling: Driver fare seems low / Driver asked about the costco membership reward Reason for Calling - if Other: N/A Is this contact impacted by outage? NO If Yes, what specific Outage? N/A Issue Resolved? YES If No, Why? N/A Action Taken: Long hold unable to unhold the call. Need to disconnect the call. Called back successfully. Step 6 - SPOT with UPF . Adv the fare he received is quite more than the amount that offered to him . Provided $5 misc fee as loyalty inconvenience fee. Added note in the account / Did the contact feel like their issue was resolved? NO Insert KB Link sidney.chua@telusinternational.com ====================================== previous trip has been canceled because rider told her it was canceled already 473e9004-4365-44f7-aec6-4fa50b7cbfa6 ================ ======= LOB: EARNERDIAMOND7 CT: Known issue or outage Reason for Calling: Driver receiving Uber Pro points after completing trips Reason for Calling - if Other: N/A Is this contact impacted by outage? YES If Yes, what specific Outage? https://jira.uberinternal.com/browse/GSDFE-86301 Issue Resolved? YES If No, Why? N/A Action Taken: Step 15. Adv we have an outage or known issue. Did the contact feel like their issue was resolved? YES Insert KB Link: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Tech-Issues-Earners ==================================== LOB: EARNERDIAMOND CT: Other Reason for Calling: Driver cannot hear me / Dropped call Reason for Calling - if Other: N/A Is this contact impacted by outage? NO If Yes, what specific Outage? N/A Issue Resolved? NO If No, Why? Disconnected Action Taken: Tried to call back but routed to voicemail. Filed SR Did the contact feel like their issue was resolved? NO Insert KB Link: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Standard-Operating-Procedures-NORTHAM ======================================== https://bliss.uberinternal.com/contacts/93b9b128-ed4b-41ab-b3b2-4afbe40d5590 TAX Jira Contact type: Driver > Payment > Taxes Summary of Issue: Driver received 1099-K and the earnings provided in the document is not correct. Country and State: New Jersey, United States Partner UUID: 54d28c60-1063-4479-a1bc-3f0e366a1d14 Bliss contact link: https://bliss.uberinternal.com/contacts/d9432163-a12e-4da8-aef7-e9d78dec0f03 outage LOB: EARNERDIAMOND CT: Other Reason for Calling: Driver has an adjustment for overpayment Reason for Calling - if Other: N/A Is this contact impacted by outage? YES If Yes, what specific Outage?https://uberkb.lightning.force.com/articles/en_US/Knowledge/Global---Courier---Due-to-overpayment-bug-100-being-charged-to-courier Issue Resolved? NO If No, Why? C360 Action Taken: Adv he received duplicate earnings of his base pay for certain trips between 3/31 and 4/1. Adv we will be escalating this contact to our team to review and provide additional info. Filed C360 Did the contact feel like their issue was resolved? NO Insert KB Link: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Global---Courier---Due-to-overpayment-bug-100-being-charged-to-courier #courier_double_pay ********************************* FOR SALE!!! Mango Tapioca for 90 pesos Coffee Jelly for 75 pesos Buko Pandan Flavored Jelly - 75 pesos PM na lang po. Overpayment for trips between 03/31 - 04/02 ================================== Reason for Calling: Driver has a missing trip for 7:50 AM which he completed Is this contact impacted by outage?No If Yes, what specific Outage? NA n nb nb nm n Issue Resolved? NO If No, Why? Outage Action Taken: Adv we have ongoing issue in the system. Insert KB Link: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Missing-from-trip-history-NORTHAM Trips missing in app and statement - Missing trips on drivers end https://jira.uberinternal.com/browse/GSDFE-76854 ========================= TRANSFER TO UBER EATS Reason for Calling: DP asking for compensation for Uber Eats delivery which has been canceled due to resto being closed Is this contact impacted by outage?No If Yes, what specific Outage? NA Issue Resolved? Yes If No, Why? Transfer Action Taken: Transfer to Past Order as we don't handle fares for specific Uber Eats delivery. DO NOT TRANSFER BACK TO US! Insert KB Link: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Routing-Guidelines-NORTHAM ================================= [2023-03-01] Background check status updates were delayed https://uberkb.lightning.force.com/articles/en_US/Knowledge/2023-03-01-Background-check-status-updates-were-delayed Latency in Bliss when loading contact - Slowly Loading https://jira.uberinternal.com/browse/GSDFE-65140 https://jira.uberinternal.com/browse/GSDFE-81937 General Driver App Issue (issue type not listed) - Unable to cash out due to error code 168 [2022-11-25] Driver is unable to view the direction and duration of the trip https://uberkb.lightning.force.com/lightning/r/Knowledge__kav/ka0Dm000000oZfGIAU/view Driver trip type(s) missing from preference list - Missing Uber X without Logistics_only in the Account of Earners in Michigan https://jira.uberinternal.com/browse/GSDFE-81805 [2023-03-08] Earners reporting audio from other apps pause https://uberkb.lightning.force.com/articles/en_US/Knowledge/2023-03-08-Earners-reporting-audio-from-other-apps-pause https://jira.uberinternal.com/browse/GSDFE-81742 Existing document(s) not displayed to partner - Unable to go online - Waitlisted Auto Reactivation - EXPIRED_DOCUMENT/DOCUMENT_MISSING https://jira.uberinternal.com/browse/GSDFE-81361 Driver promotion wasn't paid - Hourly promotion constraint doesn't match on what is shown on driver app https://jira.uberinternal.com/browse/GSDFE-81447 Unable to use Instant/Flex Pay (error) - Instant pay failed with an error code: 160 Eater Other (issue type not listed) - US&C Eats - Courier Quality & Fraud - NRO Process: This partner was flagged for marking a trip as complete that the customer later indicated as completed in the app but not delivered. https://jira.uberinternal.com/browse/GSDFE-83285 Agent unable to update account information (error when attempting) - PAGE NOT FOUND ERROR in bliss- unverified user https://jira.uberinternal.com/browse/GSDFE-82928 Uber Pro Rewards not working - Missing Direction & Duration reward https://jira.uberinternal.com/plugins/servlet/desk/portal/561/GSDFE-83436 ================================== LOB: EARNERDIAMOND CT: Known issue or Outage Reason for Calling: Driver received fraud notification Reason for Calling - if Other: N/A Is this contact impacted by outage? YES If Yes, what specific Outage? Latency in Bliss when loading contact - Slowly Loading -https://jira.uberinternal.com/browse/GSDFE-65140 Issue Resolved? NO If No, Why? Disconnected Action Taken: Unable to unhold call earlier. When going back to driver, driver won't hear me. Tried to call back but routed to voicemail. Filed SR Did the contact feel like their issue was resolved? NO Insert KB Link: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Phone-Standard-Operating-Procedures-NORTHAM