Fare VAR
Disputed fees go to the video referee: trip replayed, ruled, refunded, rule fixed.
The job
Rules fairly on every cancellation fee, waiting fee and overcharge dispute using the trip's own record, refunds riders and reverses wrong driver penalties in one approved batch, and fixes the fee rule behind them before it causes more.
The moment
Disputed fees go to a video referee, like in football. Friday night's batch holds 480 disputed cancellation fees.
The replay of one trip shows the app told the rider 4 minutes, but the car sat still for 11. The ruling: the app was at fault.
The lead approves 312 refunds and 57 reversed driver penalties in one go, and riders get a message: "we checked your trip; you were right".
The pricing lead then tests raising the airport waiting allowance from 3 to 5 minutes, and sees 71% of last month's airport disputes resolved before the rule goes live.
What it does
- Confirm or overturn a ruling
- Approve the refund batch
- Reverse driver penalties
- Draft the rider message
- Propose a fee-rule change
What you see
Football VAR booth: batch review, trip-trace replay monitor, on-field review split screen for rule changes, and a monthly wrong-fee ledger
What it moves
Dollars wrongly charged and refunded within 24 hours, repeat fee disputes, and complaints about unfair cancellation fees per 1,000 trips after each rule change.
Built for
- Operations
- Finance
- CX leaders & VoC
- Frontline staff
