Scenario briefing — SC-14

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

Mode: Knowledge Base (search + guide walkthrough) Domain: RFR — Rider Fare Review (Global)

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

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

Open the right process to follow

Open the process Women's Preferences post-trip dispute

Option A - search

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

women's preferences violation
male driver on women's preferences trip
women driver preference not honored

⚠️ Heads-up: search may return Cancellations guides rather than RFR (the correct destination). If that happens, navigate manually: Rider Fare Review → PLAY-08-WOMENS-PREF (direct link). Please flag the misrouting as UAT feedback.

Option B - use the start page

Click on the Rider Fare Review
In the table, select “Women's Preferences post-trip dispute”

Complete pre-checks

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

Go through decision tree

D1 — Soft Women's Preferences trip? → No — Hard preference
D2 — Is the rider a UIP user? → Yes
D3 — Trip note shows verified WP flag with male driver? → Yes
→ RES-2B

4. Expected final result

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

Field	Value
Contact Type	`Rider-Safety > Cross Support > Potential Safety Concern - Advanced > Wrong driver`
Status	Escalated
Refund	One-sided £18.50 → £0

5. Bliss context

{
  "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
}

6. 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.