Induce passengers to cancel orders.

It is common to induce passengers to cancel orders in China, but many drivers will induce passengers to cancel orders, which is very strange to us. After all, it will harm the interests of drivers. Let's take a brief look at the reasons that induce passengers to cancel orders.

Induce passengers to cancel orders 1. Drivers have had this experience. In the evening, they all stared at the reservation list, trying to grab a ticket close to home. However, due to nervousness or carelessness, they don't want to go. At this time, the driver can only communicate with passengers to cancel the order. If the passenger cancels the order, the driver will generally not be held accountable. However, if the driver uses the SMS system in the platform during the communication with the passenger, it may be recognized as induced cancellation by the platform because of what you said. Once it is recognized by the platform as inducing passengers to cancel orders, the platform will impose a fine on the driver to deduct service points and transaction rate.

As a drip driver, everyone knows that once the service score and transaction rate are deducted, it will affect the driver's order volume. Even if you accidentally grab the reservation form, if you really don't want to go, try to avoid some keywords on the Didi platform so that the platform won't notice that the driver is inducing passengers to cancel the order. Sports cars are all adults. I think in daily sports car work, everyone should be able to think of what kind of word Didi is responsible for judging drivers. For example, sorry, the road is a little far, and there may be traffic jams. Please be patient. If the passenger cancels the order after the driver of the SMS platform said these words to the passenger in the system, there is a great chance that the platform will think that the driver is inducing the passenger to cancel the order, so if you don't want to be judged by the platform as inducing the passenger to cancel the order, then you must not say these words.

Sometimes the Didi platform is really unreasonable in this respect. When I was running Didi, I once received an appointment form not far from me. At that time, it was agreed to go downstairs at 7: 30. In order not to delay the passengers, I made an appointment with the passengers the night before, and arrived at the designated place by the passengers around 7 o'clock the next morning. As a result, for some reason, the passenger ordered two reservation forms at the same time, and the driver came later than me.

I didn't cancel this order at first, but consulted Didi's customer service. After consulting Didi customer service, I cancelled this order. Because this order has not been cancelled, the next order has not been accepted. As a result, after I canceled, the system sent me a message and determined that I was responsible. Forgot to deduct the service score and the transaction rate, and was deducted 5 yuan. That day, in order to receive this reservation form, I got up early and waited at the passenger boarding gate half an hour in advance. Not only did I not receive the reservation form, but I was fined 5 yuan, and my complaint was not supported by Didi Customer Service. Since then, I have never received an appointment form. I found that passengers who do not meet the reservation list may be unreliable, and the customer service of Didi platform is even more unreliable.

In fact, many Didi drivers, like me, have encountered unfair things to themselves before, and will call customer service to complain or reflect. However, I was still very angry when I found out that customer service didn't work at all. So when I was running Didi Express, I basically didn't call customer service again. They can judge the responsibility as they like, and it's useless to explain anyway, which is also a waste of their phone bills. With this in mind, I worked for a while, and finally completely left Didi Express and uninstalled the owner client of Didi. I'd rather lie at home than make money from Didi's owner.

In the interview to induce passengers to cancel Order 2, the reporter met several Didi Express drivers who refused to carry the train for various reasons:

The list is assigned by the system. I don't have to go, just cancel.

Then please cancel and make another call.

Handsome, it's cancelled. Let's take a taxi.

Drivers grab tickets and get platform rewards.

According to the driver of Didi Express, the mode of rewarding drivers by Didi Express has changed recently. The driver of Didi Express needs to get a certain odd number in different reward modes according to the driver's application prompt in order to get the bonus.

Under the current mode of Didi Express's order distribution, some drivers grab orders only to earn bonuses, so they will selectively cancel orders after grabbing orders, which will lead passengers to spend more time and energy traveling by car online, and even inadvertently lower their credit score on the platform.

Drivers induce passengers to cancel orders in order to avoid reducing service points and fines.

In the reporter's investigation, I learned from a number of Didi Express drivers and the customer service office that as an express driver platform, if the driver cancels the order voluntarily, it may be regarded as a violation, and each order will be fined 10 yuan, and the corresponding service points will be deducted. The lower the service score, the lower the scheduling rate.

In order to avoid possible financial penalties and points deduction caused by passengers' complaints, express drivers will find some reasons to excuse themselves, such as not being able to find passengers and not being in the same position. And some drivers will ask passengers to cancel their orders for various reasons.

Reporter: You can't go now. You should cancel.

Driver: Please cancel it. It doesn't matter.

Reporter: Will cancellation not affect my score?

Driver: Nothing, it won't affect you.

Cancellation of orders by passengers will reduce the credit value or lead to no car to play.

However, according to the staff of Didi Express, the current platform imposes two-way constraints on drivers and passengers, and passengers voluntarily cancel orders, which may also reduce the credit value.

At present, after Didi Chuxing APP completes the express order, passengers and drivers evaluate it in both directions, and both drivers and passengers implement the credit scoring rule of 100 and 5 points. Some express drivers said that if the passenger's credit score is less than 4 points, the driver's refusal rate will be greatly improved.

Didi Kuaidi's customer service said that if passengers cancel many times, the score will drop, and other passengers with higher scores will be given priority when there is a car. If the order is cancelled many times in a row, the account may be blocked and it is impossible to call a car.

There is a close contractual relationship between the online car platform and consumers.

During the investigation, the reporter found that from a technical point of view, passengers pay the corresponding fare to the express driver in real time after completing the trip through Didi Express, but the Didi platform of these orders gets about 20% of the fare.

Liu Junhai, a professor at the Law School of Renmin University of China and director of the Institute of Commercial Law, said that the platform obtains economic benefits by consumers ordering taxis, so there is a close contractual relationship between the platform and consumers. If consumers have legitimate rights and interests, it is necessary for the platform to take effective and transparent countermeasures.

Didi Express said that it could not feedback the complaint results.

The customer service of Didi Express said that the express drivers who found violations after verification would generally be given warnings, economic penalties and prohibition penalties according to the seriousness of the case. But the final processing result will not be fed back to passengers.

Didi Express Customer Service: The driver's punishment result is our internal management measures, and generally will not be disclosed to the outside of the company.

Reporter: If I don't know the result (feedback), how can I know the progress and result of your processing? In particular, is the result you handled fair?

Customer Service: We can't give you the specific results of the driver's handling.

Expert: Operators have the obligation to disclose information.

Liu Junhai introduced that Article 8 of China's Consumer Protection Law stipulates that consumers have the right to know the real situation of their use of goods or services. In order to protect consumers' right to know, the second paragraph of Article 20 also specifically stipulates the information disclosure obligations of operators.

Professor Liu Junhai believes that as the creator of trading mode, the drafter of trading rules, the selector of relevant drivers and the acquirer of relevant economic benefits, online car-hailing platform should take solving consumer complaints as the first choice to solve disputes as soon as possible.

Liu Junhai, Professor of Law School of Renmin University of China and Director of Institute of Commercial Law:

Not only from the perspective of law, but also from the perspective of business ethics, it is not enough to develop and occupy the market itself. The most important thing is that enterprises should consciously stand with consumers, learn to put themselves in their own shoes, and further optimize their complaint dispute resolution process from the perspective of consumers.