UBER

• Earners (Drivers, Couriers)
• Riders (Consumers, Customers)

Account Flows

• P2P (4 Wheels) (Delivery / Passenger)
• Uber Eats
• Uber Logistics (Walker, Scooter, Bicycle, Motorcycle)
• Uber Black (High End)

Products

• Uber X
• Uber XL (6 seater)
• Uber Black
• Uber XShare
• Uber Green
• Uber Comfort
• Uber Connect (Logistics)

Account Status

• Active
• Applied (US)
• Interviewed (Canada)
• Waitlisted
• Waitlisted Auto Reactivation
• Rejected

Active

• Account is functional, driver / delivery person is all set to drive
• All the required documents are submitted and approved
• Background check is passed
• At least one (1) vehicle is active for use

Applied/Interviewed

• Account is newly created
• Required documents are still missing on "driver onboarding status" in bliss
• Background check status is "not submitted"
• "Applied" - US Drivers / "Interviewed" - Canada

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 account notes / recent contacts for details

Waitlisted / Auto Reactivation

• Either one or more required documents has an issue
• No active vehicle on the account
• Background check status is pending
• Account has no recent / current investigation or review

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

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

• Check for the most recent trip
• Verify the city the driver wants to drive
• Ask for error message
• Check driver onboarding and document section
• Hard online blockers
• Ask to do basic troubleshooting steps

Account Inactive Issues

• Deactivated due to low ratings
• Document Fraud
• Realtime ID Check
• Safety or IRT related concern
• Background Check

Handling Account Inactive

• Check status activity in Bliss (date)
• Check the driver notes / related contacts
• Check the knowledge base (account inactive)
• Provide resolution

Profile Related Issues

• Unable to sign in
• Update account information
• Driver ratings
• Confirmation and cancellation rates
• Duplicate accounts

Handling Profile

• Ask for the email address to verify the account the driver is currently using
• Check account flags
• Look for duplicate accounts
• Double check driver's license for personal account information

Driver requirements

• License
• Car Registration
• Insurance
• Inspection

spiel name and birthday (verification)

Account

• Earner Account

Trips

• Driver Trips
• Fare Review