UBER1notes

LOB- UBER

''ACTIVE''.

	-functional, driver/ delivery person is All Set to drive

	- all required docs are all submitted

	-background check is passed

	-at least one (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 doc has 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 Account Notes /Recent Contacts for details

''REJECTED"

	-deactivate due to fraud or safety  

	-can be classified as temporary or permanent

	-need to check account notes/ recent contact 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 ISSUE

* 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 TRIPS

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

*REALTIME 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 (ACCONT INACTIVE)

4. PROVIDE RESOLUTION

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PROFILE RELATED ISSUES

*UNABLE TO SIGN IN

*UPDATE ACCOUNT INFORMATION

*DRIVER RATINGS

*CONFIRMATION AND CANCELLATION RATES

*DUPLICATE ACCOUNTS

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HANDLING PROFILE

1. ASK FOR THE EMAIL ADDRESS TO VERIFY ACCOUNT THE DRIVER IS CURRENTLY USING

2. CHECK FOR ACCOUNT FLAGS

3. LOOK FOR DUPLICATE ACCOUNTS

4. DOUBLE CHECK DRIVERS LICENSE FOR PERSONAL ACCOUNT INFORMATION

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