Scenario briefing — SC-12A

“The driver marked arrival and then just drove away — I'm still being charged”

Mode: Manual Domain: Rider Cancellations — DIRC Expected outcome: Two-sided adjustment (Resolution 1)

1. Context

Priya Sharma, 41 — London. At 6:15pm, raining outside her office in Canary Wharf, she books an UberX. The driver is 4 minutes away. She is at the correct pickup point.

The app shows the driver has marked arrival, but when she looks up, the car is not there. The driver's dot on the map moves 400 metres up the road, then disappears — the driver cancelled. She is charged £4.50. She contacts support the next day.

2. Steps to follow

Open the environnement

Open the Bliss ticket => review the customer context on the left
Open the knowledge base. You can access it
- Either in Bliss (Tools => knowledge base)
- Or directly through the knowledge base

Open the right process to follow

Open the process Rider Cancellations — Global, then route to Driver-Induced Rider Cancellations (DIRC) | PLAY-03

Option A - search

Use the search bar to find the right process to follow. Examples of search query

driver cancelled on me
driver marked arrival then drove away
Rider Cancellations

⚠️ Heads-up: search may not return the Rider Cancellations guide as the top result. If it doesn't, navigate manually to Rider Cancellations — Global.

Option B - navigate manually

Open the Rider Cancellations — Global routing table
Based on the Bliss signals (driver_marked_arrival = true, driver_moved_away_after_arrival = true, cancellation_fee_charged = true), select Driver-Induced Rider Cancellations (DIRC) | PLAY-03

Complete pre-checks

Go through “before you start” pre-checks

Trip data => loaded
GPS confirmation => confirmed
DIRC exception history => clear

Go through decision tree

Driver marked arrival? → Yes
Driver moved away after arrival? → Yes (drove_away_after_arrival)
Cancellation fee charged? → Yes (£4.50)
India SaaS product? → No
DIRC subtype drove_away_after_arrival → land on Resolution 1
Apply Resolution 1 — two-sided adjustment: refund the rider's £4.50 fee + apply driver-side action; use saved reply SR-DIRC-DROVE-AWAY

3. Expected final result

✅ Resolution 1 — DIRC, driver drove away after marking arrival

Field	Value
Adjustment type	Two-sided (rider refund + driver-side action)
Rider refund	£4.50
Saved reply	`SR-DIRC-DROVE-AWAY`

4. Bliss context available (loaded in the ticket)

{
  "rider_name": "Priya Sharma",
  "market": "EMEA",
  "city": "London",
  "trip_id": "lon-trip-9921",
  "cancellation_type": "DIRC",
  "dirc_subtype": "drove_away_after_arrival",
  "driver_marked_arrival": true,
  "driver_moved_away_after_arrival": true,
  "driver_distance_from_pickup_at_cancel_km": 0.4,
  "cancellation_fee_charged": true,
  "cancellation_fee_amount_local": 4.50,
  "cancellation_fee_currency": "GBP",
  "india_saas_product": false,
  "saved_reply_id": "SR-DIRC-DROVE-AWAY"
}

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.