JOY NOTES

-----------ACCOUNT STATUSES----------------- 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 -LOGISTICS

---------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 (account 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

*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 *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