Long Route/Fare Discrepancy (Customer)

Created by Arvind Tiwari, Modified on Tue, 4 Nov, 2025 at 1:22 PM by Arvind Tiwari

Goal: Verify the route, calculate the discrepancy, and process the partial refund.

Step 1: Verify the Complaint.
- Action: Admin Panel --- Journeys --- All. Locate the trip using Customer ID/Mobile.
- IF Trip is valid and a route exists: --- Proceed to Step 2.
- IF Trip cannot be found: --- Workaround: Confirm payment details and escalate to Tier 2 to locate the missing trip data.
Step 2: Analyze Route and Fare.
- Action: View the Route Snapshot in the Admin Panel (Journey Information).
- Action: Compare the route taken vs. the most direct route. Verify the estimated fare vs. final fare.
Step 3: Calculate and Process Refund.
- Action: Calculate the difference amount based on the discrepancy.
- Resolution: Fill the Zed Mobility Refunds & Adjustments form for the calculated difference amount. Inform the customer the partial refund will follow the 5 to 7 working day timeline.