Zoomcar

No Car Issue

Scenario: Renter contacts for No car issue. Booking status is in ‘No Car’. Agents need to help the customer with self serve option, if the self serve option is not working, search and allocate the alternative vehicle. 

There are 2 ways of assisting the customer for this scenario

1. Self Service option through the Zoomcar App

2. New NI Dashboard

Before assisting the customer, the agent should confirm with the customer if they have tried selecting another car using the suggestions generated on the Zoomcar App (self service). 

If a Guest tried self-serve option, check with the customer as to what challenges they faced while selecting the alternate options and use the new NI Dashboard to assist the customer. Educate about using the self serve option if the same scenario occurs in future.

If No, Inform the customer that you will help and use the new NI Dashboard to assist the customer.Educate the customer about the self service option for the customer to use if the issue occurs in future.

1. Finding alternative vehicle using NI dashboard

Dashboard link: https://prod-admin-v2.zoomaws.com/negative_inventory/dashboard

Dashboard path: Admin panel ->V2 Negative Inventory

New NI (Negative Inventory) Dashboard:

The system automatically finds alternate vehicles for the booking in case of no car available. Assist the customer arranging an alternative car using the available suggestions on the dashboard.

Step 1: Open the booking and click on the ‘Refresh’ button. 

Step 2: Suggest alternate vehicles and compensation as mentioned in the page.

Step 3: Click on accept when guest agrees for the suggestion. If not, suggest the next option.

NOTE: If you receive an error while accepting a suggestion or there are no suggestions available then raise a ticket to the NI team after capturing the error message.

Tagging: Booked to start -> booking query -> No car available

Compensations: 

HD (Home delivery) Conversion: (Currently, we are not providing HD. Hence DO NOT convert any booking to HD)

Step 1: If the HD option is available for the booking, there will be 2 entries mentioned for the same suggestion. One for normal booking and one for HD booking. In order to select the  In the suggestions mentioned, select the suggestion where the booking type is mentioned as HD

Step 2: If the customer has already updated an address it will show up on the screen. Confirm with the customer if it is the same address. If not, click on Add new address option to add the customers address.

If there are no suggestions with an HD option, then the agent needs to use the HD bookings dashboard to enable the HD option for the specific booking.

Step 1: From the Admin Panel, select the HD Bookings option

Step 2: Enter the particular booking ID and click on search

Step 3: Click on Enable HD option 

Step 4: You get 2 options to enter the HD address.

1. Prompt User for Address: When you click on this, renter will receive a link through SMS & Whatsapp SMS to enter the address.

2. Add New Address: Agent needs to enter the address manually and click on Select option to enable HD option. (Image shown below)

Communicate the same to the city team/fleet executives.

Step 5: If unable to convert it from the admin panel. Send a mail to the City team requesting to deliver the vehicle at the customer's place.

NOTE: There is no KM cap to provide HD. It will be completely free of cost.

If there are No Suggestions available in NI dashboard:

If there is a situation where we observe car shortage for a booking and the system fails to find an alternative car with no auto suggestions provided. These bookings will just display an alert showing No suggestions available. In this case we will have to find the vehicle manually. If not found, cancel the booking with a full refund.

Manual Vehicle Search - SOP

2. Finding suggestions through Self Service option

i) Customers will tap on the “See Booking Details” option.

ii) The app will alert about car being unavailable and will offer an option to see alternative cars.

i)        ii)

iii) Customer can see the list of alternative cars available. They can also see the refund amount if any and the driving credits that they will receive.

iv) Once the customer selects the suitable car, they can tap on “Book Selected Car” to confirm the booking.

iii)        iv)

v) If there are no alternatives available for the customer, the customer will see the message as shown in the image. (validate on the dashboard if there are no suggestions for the booking)

v)

Any customer is not agreeing for the available suggestions and requesting cancellation.

Renter is at the location but vehicle is not available:

When booking is in ‘Paid’ status, customer has reached the location but vehicle is not available. Agents need to check how far the vehicle is from the host location.

- If the vehicle is within 1 km, share the lat long details through IOT portal and request the customer to pick the vehicle. Tagging: Booked to start -> booking query -> location query -> UA_Last mile directions -> IC coordinates

To share the lat long details, copy the vehicle No -> Open IoT portal, enter the vehicle No in search bar -> click on share location -> enter customer registered No -> click on send.

- If the vehicle is more than 1 km: Find an alternative vehicle manually and allocate.

Tagging -> Booked to start -> booking query -> location issue -> No car in location -> (select the relevant)