Handling Double Payment (Passenger Paid Directly + App)

The process involves gathering screenshots of the direct payment receipt and app charge from the bank statement, confirming Booking ID and amounts, then immediately refunding the app charge. The refund takes 3-5 business days, and the charge will be reversed on the driver's next invoice, with a warning logged for payment non-compliance. Double payment is prohibited.

 

1. Information Gathering

• Get a screenshot of the direct payment receipt (e.g., cash/card machine).
• Get a screenshot of the app charge from their bank statement.
• Confirm the Booking ID and exact amounts.

2. Solution

• Action: Process an immediate refund for the app charge amount.
• Explain the 3-5 business day refund timeline.
• Inform the driver the charge will be a reversal on their next invoice.
• Log a warning for the driver regarding payment non-compliance.

3. ℹ️ Info Box (Key Details)

• Key Data: Booking ID, App Charge Proof.
• Action: Process app refund.
• Remuneration Note: Driver invoice shows a chargeback.
• Policy: Double payment is strictly prohibited.