Trip Completed Without Customer (Driver Started & Completed Ride Without Pickup)

Validation Steps (Mandatory)

Advisor must verify in Admin Panel:

1. Check Journey ID

2. Confirm trip status = Started + Completed from 3 dots.

3. Check:

   • Trip route

   • Distance driven

   • Actual fare vs estimated fare

4. Check no customer boarding recorded.

5. Check payment mode (Card / Online only — SOP applies to non-cash)

? Scenario Classification

✅ Scenario 1 — Short Distance Completion (Lower Than Estimated Fare)

Condition:

• Driver completed trip without customer

• Actual fare charged is lower than estimated fare

• Remaining estimated amount is auto-reversed by system

Example:
Estimated = AED 30
Actual Charged = AED 15
AED 15 auto-reversed

? Response Template:

We sincerely regret this experience. The trip was incorrectly started and completed without your pickup, which should not have happened. Only AED __ was charged based on the driver’s recorded movement, and the remaining estimated amount has already been reversed automatically. Here is the STAN Number _. I have now raised a refund request for the charged amount. It will be processed within 24 hours and credited within 5–7 business days.

⚠️ Do NOT say “full refund processed” — say “refund request raised”

? Scenario 2 — Long Distance Completion (Higher Than Estimated Fare)

Condition:

• Driver completed longer trip without customer

• Actual fare charged is higher than estimated fare

• Customer charged more than estimate

? Advisor Action:

• Show strong empathy & apology

• Treat as critical driver misuse

• Raise full refund request

• Mark as Driver Issue – Trip Completed Without Customer

• Share STAN/reference

• Mention refund timelines

? Response Template:

I completely understand why you’re frustrated — being charged for a trip you never took is not okay. At Zed, this is not what we strive to deliver to our valued customers. Let me check this properly so I can help you with the refund.

I have raised a full refund request for the entire charged amount. It will be processed within 24 hours and credited within 5–7 business days. We are also flagging this driver behavior for investigation.