Service · 48 hour decision SLA
Disputes
Fare adjustments, rider claims and driver appeals — decided on the evidence the platform already holds.
Open disputes
9
2 past the 48-hour SLA
Adjustments paid MTD
$3,412
0.19% of gross bookings
Approval rate
52%
Median decision time
18h
Dispute volume & cost
Claims raised by side, with the adjustment cost
Dispute volume is growing faster than rides — 53% versus 32% over six months. Route deviation claims are the bulk of it, which points back at the routing engine rather than at drivers.
Outcomes
How disputes resolved this quarter
- Approved in full148
- Partial adjustment96
- Declined112
- Withdrawn34
Fare disputes
Claims raised by riders and drivers against a completed ride
Decision guide
How agents are expected to rule on common claims
- Route longer than quoted
- Approve if over 15% detour
- Cancellation fee, driver late
- Approve if wait exceeded 8 min
- Cancellation fee, rider late
- Decline — fee is valid
- Cleaning fee claim
- Require photo evidence
- Surge outside window
- Approve difference, log the bug
- Toll not reimbursed
- Approve on receipt
- Ride never happened
- Decline if GPS trace matches
Auto-adjustment rules
Claims resolved without an agent
- Auto-approve under
- $5
- Auto-approve if detour over
- 20%
- Auto-decline repeat claimants
- 4+ claims in 90 days
- Evidence attached automatically
- GPS trace, fare breakdown
- Rider notified within
- 1 hour of decision
- Driver appeal window
- 14 days
- Auto-resolved this month
- 184 of 390 (47%)
Auto-resolution handles nearly half the volume at a median of 4 minutes. Raising the auto-approve floor from $5 to $8 would absorb another 62 claims a month for roughly $190.