How to refund cancellation/transaction/order fees to drivers

There are cases where cancellation/transaction/order fees are charged incorrectly and the company may need to affect fee refunds to driver balances.

Among others the reasons may be cancelation fee for the order lost due to internet connection, order fee when a customer failed to cover the trip cost, transaction fee on some failed payments, etc.

Refunds via manual driver balance top-up in a Driver’s profile bear no reference to the initial transaction charge and do not allow to track refunds.

Fast and trackable fee refunds can be affected for each specific order from Order History tab in My hub.

The access to manage fee refunds to drivers is default for users with Full access level, and Full access for Drivers and Operations role. For Basic, Standard and Advanced access users with Drivers and Operations role the permission is optional. One has to enable the checkbox “Driver fee refund” for such users. “View & search driver orders by phone number” and “View & search customer orders by phone number” checkboxes for Basic, Standard and Advanced access users with Drivers and Operations role have to be activated as well, otherwise such managers will have no access to Orders History tab.

To affect a Cancellation/transaction/order fees refund for a driver a user with access has to proceed to tab Orders history in My hub and track the order for which a driver requests the refund. Order Creation date and status may be the parameters to consider when searching for the order of a particular driver.

Upon access to the order details, a manager can review all the fees the Driver has been charged for in “Driver fee” section and affect the refunds.

1. find the fee that needs to be refunded.

2. tap on "Refund" button.

3. fill in a proper refund comment in the mandatory field. It will appear in Driver transactions and Drivers transactions report, hence one may choose to add the Order ID of the trip for which the refund has been requested.

4. tap “Refund”.

5. check that fee status has updated to "Refunded".

IMPORTANT

1. cancellation/transaction/order fees can only be refunded in full amount

2. there is no option to refund all the fees in one click

3. the status change for any refunded fee is disabled. This is to avoid the possibility of double refunds.

Cancellation/transaction/order fees refunds to drivers can be tracked in Driver transactions.

Access tab Drivers in My Hub > Driver Management > find the driver in search by phone number/name > tap on “more items” button > select Transactions.

Check the latest refund Transaction you made:

1. the new transaction will have a specific ID logged in the field “Transaction ID”

2. ”transaction” field will show Refund and the Refund comment left (in brackets)

3. the field Notes (available for Refund transaction only) will have the reference to the Transaction ID of the initial fee charge. The same transaction ID is logged in field “Transaction ID” of the fee charge.

One can search any transaction on a driver’s balance by the transaction ID. Access driver Transactions > add the Transaction ID into “Search by Transaction ID" field > check the result.

This also helps to cross-check the related transactions of charge-refund.

Filter driver transactions by type

Default filter in driver transactions is 1 month, although “Day” is also an option, if selected manually.

One can apply a filter by the type of Transaction. For example, only Transaction fee (charges and refunds, if processed).

After that one can download a CSV report of the filtered transitions. This can help to analyse driver behaviour and performance.

Refunds can be tracked in Drivers transaction report. They can be filtered in Transaction category column. One can also search the transaction by its ID, check Refunded transaction ID, amount of the refund, comment, etc.

The refund transaction also logs the name of the manager/company user who has affected the refunds, so that all the refunds could be correlated with the users who affected them. This is to avoid user-driver conspiracy and cheating.

We hope you can manage your driver refunds with utmost ease and efficiency!