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Cancellation and no-show fees

Cancel a trip from the desk or the rider's page, record a no-show, and set the fees. Both fees start at zero until the regulator has approved them.

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Checked against Pop Dispatch 0.1.0

A trip ends early in two ways: the rider or the desk cancels it, or the rider does not appear at the pick-up. Pop Dispatch can charge a fee for either. Both fees start at 0.00, and the regulator's approval is needed before a dispatcher charges one. You will be able to cancel a trip, record a no-show and set the fees once you hold that approval.

Before you start #

  • Ask the regulator for approval first. In Philadelphia the rules say a dispatcher may charge a fee for cancelling prearranged service inside a set window, for a passenger no-show, and for cleaning, with approval on written request. The amounts and windows come from that approval. The research file does not confirm standard amounts, so put the question to the regulator (see taxi-trip-log-and-compliance).
  • Owners and managers change the fee settings. Dispatchers and advisors cancel trips and record no-shows.
  • Taxi is part of the Pro and Business editions.

Set the fees #

  1. Open Taxi, then Rates and settings, then Dispatch settings, then "Cancellation and no-show fees". The page reminds you: "The regulator's approval is needed before you charge a cancellation or no-show fee. Leave these at 0.00 until you have it."
  2. Set "Cancellation window, in minutes before pick-up". A cancellation inside this window can carry the fee. With 0, a driver already on the way is what counts.
  3. Set Cancellation fee and No-show fee in dollars. 0.00 means no fee. When either is above zero, the page says "A fee is set. Check that the regulator has approved it."
  4. Set "Minutes a driver waits before a no-show", from 0 to 120. The starting value is 5.
  5. Save. The note "Saved." confirms it.

When a cancellation costs the fee #

  • Before a driver has accepted the trip, a cancellation is free.
  • After a driver accepted a trip for now, a cancellation costs the fee.
  • After a driver accepted a pre-booked trip, a cancellation costs the fee when it falls inside the window. Earlier cancellations are free.

Cancel from the desk #

  1. Open the trip from the board and open "Cancel this trip".
  2. Type a "Reason for cancelling". Tick "Waive the cancellation fee" to charge nothing.
  3. Choose "Cancel the trip". The page says "The trip is cancelled with no fee." or "The trip is cancelled. Fee charged:" with the amount.

Cancel from the rider's page #

The rider chooses "Cancel this trip" on the trip page. When a fee applies, the page says "Cancelling now costs (amount). Cancel and pay this fee?" The rider chooses "Yes, cancel and pay the fee" or "Keep my trip". Without a fee the rider confirms with "Yes, cancel".

Record a no-show #

  1. The driver waits at the pick-up. After the set minutes, "Rider did not show" appears. The driver chooses it and confirms with "Yes, rider did not show". The office is told and the no-show fee applies.
  2. The desk can do the same on a trip that is On the way or Arrived: choose "Record a no-show" and confirm. The page says "Recorded as a no-show with no fee." or "Recorded as a no-show. Fee charged:" with the amount.

Where the fee goes #

  • The trip shows the fee on its page and in the trip log, under "Cancellation or no-show fee".
  • When the trip is on a billing account, the fee goes on the account as a line and the trip shows as billed. Otherwise the trip shows "fee due".
  • The receipt and the rider's page list it as "Cancellation fee" or "No-show fee".
Technical details
  • Routes: POST /taxi/trips/:id/cancel with reason and waive_fee, POST /taxi/trips/:id/no-show, POST /driver/taxi/trips/:id/no-show and POST /ride/trips/:token/cancel with confirm_fee.
  • Settings: cancel_window_min 0 to 1440, cancel_fee_cents and noshow_fee_cents 0 to 1,000.00, noshow_wait_min 0 to 120.
  • A driver's no-show is refused until the waiting minutes have passed since the arrival, and refused when the driver has not arrived. A desk no-show has no waiting rule.
  • A cancelled or no-show trip is closed with the fee as its total. Every cancel and no-show writes an audit log entry with the fee.

If something goes wrong #

  • "This trip can no longer be cancelled.": it has started or ended.
  • "A no-show is recorded once the driver is on the way or has arrived.": use Cancel for a trip that has not been accepted.
  • "Wait (minutes) minutes after arriving before marking a no-show.": the timer has not run out.
  • "Mark that you have arrived before marking a no-show.": choose "I have arrived" first.
  • The rider sees "Cancelling now costs": the fee is set and the rider has to confirm it.