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Scenario briefing — SC-14

“I signed up for Women's Preferences but a male driver picked me up”

Mode: Automated Domain: RFR — Rider Fare Review (Global) Expected outcome: Verified WP violation — one-sided refund + safety escalation (RES-2B)

1. Context

Aisha Mohammed, 29, London. She has Women's Preferences enabled — her account shows a hard preference. She hailed a ride and a male driver arrived. She took the trip because she was late.

After the trip, she contacts support: "I specifically set Women's Preferences and a male driver was assigned. I should be compensated."

UIP rider · Fare £18.50 · Contacted support 1.4 hours after trip completion · Trip note shows a verified Women's Preferences violation flag — male driver assigned

2. Steps to follow

Open the environnement

  1. Open the Bliss ticket => review the customer context on the left
  2. Open the knowledge base in Bliss (Tools => knowledge base)

Open the right process to follow

Complete pre-checks

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

Go through decision tree

See the decision tree being automated

3. Expected final result

✅ RES-2B — Verified WP violation, safety escalation

FieldValue
Contact TypeRider-Safety > Cross Support > Potential Safety Concern - Advanced > Wrong driver
StatusEscalated
RefundOne-sided £18.50 → £0

4. Bliss context available (loaded in the ticket)

{
  "rider_name": "Aisha Mohammed",
  "market": "EMEA",
  "city": "London",
  "trip_id": "lon-trip-wp-4821",
  "fare_paid_local": 18.50,
  "fare_currency": "GBP",
  "womens_preference_setting": "hard",
  "is_uip_rider": true,
  "driver_gender_assigned": "male",
  "trip_note_wp_violation": "WP-VIOLATION: male driver assigned to hard-preference rider",
  "hours_since_trip": 1.4
}

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.