CS PKT _ July'25

A customer reports that they left their baggage in the auto. You attempted to call the captain, but the call did not connect even after multiple tries. The customer is awaiting an update. What is the correct sub-reason to tag this case under?

• CP Not having item_Information provided

• CP Having Item_Coordination done

• CP not connected_Shared the captain details

• Ride Completed – No Action Needed

A customer reports that their parcel worth ₹8000 was not delivered and is now missing. The captain is not responding, and no delivery confirmation is available. What should the agent do as per the escalation process?

• Apologize and offer immediate compensation of ₹8000

• Agent to update item details, invoice (if any), negotiated amount, marks ticket to shared email IDs; agent will impose penalty to captain, mention the negotiated amount. Above team will refund the amount, remove the service & reply to the customer(72 Hrs).

• Tell the customer Rapido is not responsible as the value of the product is high

• Ask the customer to follow up directly with the captain.

Customer raised concern that he is receiving ride invoice emails, which he/she is not took. What should be the agent resolution.

• Call the registered mobile number & inform to remove the email ID as its belongs to another person - until then the ID will be deactivated

• Reply customer over email that we have deactivated the ID & he will not receive the emails going forward

• He/she can contact customer support to reactivate the ID post removing the email ID

• All of the above

Customer shared the payment screenshot & we are unable to find out the customer details with the email ID.. What all mandatory checks the agent should perform.

• Check the attached SS, whether the customer mobile number, captain mobile number, order ID

• Check with customer name in freshdesk to validate any contacts available, if yes can be assisted by checking with recent rides

• All of the above

Show the correct question.

• Does your friends watch videos on YouTube?

• Are your friends watch videos on YouTube?

• Do your friends watching videos on YouTube?

• Do your friends watch videos on YouTube?

Customer raised concern stating that the Auto driver stopped the ride midway due to vehicle breakdown and now he/she is stranded where he/she was dropped and wants to reach home.

• a) Validate if dropped location is different from customer set drop location, then offer a free ride home if not the same.

• b) Validate if dropped location is different from customer set drop location, check for payment proof, then refund entire amount in Rapido Wallet for the mentioned ride.

• c) Apologize for the vehicle breakdown and inform that "Partial Offline" was triggered on App, hence, we cannot help him/her.

• First a), then b)

• First c.), then if Customer is adamant, then refund half the ride amount upto INR 300 into Rapido Wallet for the mentioned ride.

Customer has reached with a concern on Email and his RMN and/or Ride ID is not mentioned, what will you do?

• Search using the mentioned Email ID, if not found on Order Dashboard, add Reason: "Unable to fetch details with Email ID" and Resolve the ticket.

• Search for past contacts on Freshdesk using the mentioned Email ID, gather RMN and/or any Ride ID, then search on Order Dashboard using the RMN and/or Ride ID.

• Reply to the customer asking for the RMN and Ride ID.

• Call the customer for the RMN and/or Ride ID, then search on Order Dashboard using the same.

Customer has reached out on Chat, issue is not known, and Customer is not replying

• Search on Freshdesk for older Tickets, find the last issue, provide the same resolution, and tag under that Reason.

• Put the conversation in Pending status under "Chat DropOff" and inform Customer that they can reply on the Ticket for the next 48 hours.

• Resolve the conversation in "Chat DropOff" after informing Customer that we are Resolving for now as he/she seems to be offline, but they can come back anytime in the next 48 hrs on this thread and the ticket will be re-opened, or alternately they can add Ride/RMN details and mail the issue to us at [e-mail]

• Resolve the conversatio in "Chat DropOff" after informing Customer that we are Resolving for now as he/she seems to be offline, but they can mail us the issue at [e-mail]

Customer has asked the Cab driver to stop mid-way as he/she forgot her Laptop at home, but got charged the initial set fare and wants a refund for the remaining 10 KM not travelled.

• a) Empathize with the Customer, but deny the refund as the Customer had asked to stop the ride and we as a platform want to compensate our Captains fairly for their effort.

• b) Refund half the ride amount upto INR 100 into Rapido Wallet, inform that it can be used for our Bike/Parcel services.

• First a.), if customer is adamant, then b)

• None of the above

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