Scenario briefing — SC10

“I only got paid $1.50 — where's my tip?”

Mode: Manual Domain: CFR — Tips: Missing or Incorrect Expected outcome: 2.4 — Tip was applied to order (explain to courier)

1. Context

Tom Kowalski, 32, Chicago. Long weekend of deliveries, Saturday night. Checks his earnings around midnight — a $28 restaurant delivery in Lincoln Park. The customer added a $5 tip in the app. He sees $1.50 listed under “tip” in his earnings breakdown. He’s tired and irritated — “I earned that tip, where’s the rest of it?” Messages support Sunday morning.

Active account · No prior CFR in the last trips window

2. Steps to follow

Open the environment

Open the Bliss ticket — review the customer context on the left
Open the knowledge base (via Bliss: Tools → Knowledge Base, or directly at https://uber-poc.us.stonly.com/)

Open the right process to follow

Open the process: Tips — Missing or Incorrect

Option A — Search

Use the search bar to find the right process. Example queries:

Tip missing
Incorrect tip
tip wasn't paid
missing tip Chicago

Option B — Use the start page

Click on Courier Fare Review
In the table, select "Tips — Missing or Incorrect"

Complete pre-checks

Go through “before you start” pre-checks (the 10 universal pre-checks):

Check Tags → clear (no UIP / teen / R&A tags — account_tags = [])
Check R&A status → clear (ra_status = "clear" — not blocked)
Check prior appeasements → none (prior_appeasement_on_order = false)

Go through decision tree

Is the tip amount included on the DP’s earnings (actual delivery partner fare)? → Yes — Tip is in earnings

3. Expected final result

✅ Resolution 2.4: Tip was applied to order — explain to courier

Field	Value
Contact Type	`Delivery Partner > Pickups and deliveries > Tips > Was tip added to the trip`
Status	Solved
Action	Explain that the customer added the tip and earnings already include it. Tell the courier that customers can edit tips up to 1 hour after delivery and add tips for up to 30 days. No adjustment applies.

4. Bliss context available (loaded in the ticket)

{
  "driver_name": "Tom Kowalski",
  "market": "US&C",
  "city": "Chicago",
  "trip_id": "chi-trip-7742",
  "trip_completed_time": "2026-04-19T23:42:00-05:00",
  "fare_paid_usd": 18.20,
  "tip_expected_usd": 5.00,
  "tip_paid_usd": 1.50,
  "tip_discrepancy_usd": 3.50,
  "promo_tip_adjustment": false,
  "cfr_requests_30d": 0,
  "driver_status": "Active"
}

5. Push back

When you are on your resolution page, add an answer to the thread, and then click on this link to reload the page with a push back.