Driver malicious service: the user did not ride but had accumulated 387-IT information
On October 30, the passengers through easy to reflect in your car, man did not get on, but "orders" for 11 hours, deductions 387. Reporters learned from the company, already know what is happening to companies, confirmed the driver breaches the order, malicious acts, the current platform has been lifted with the driver partnership, and return the money passengers buckle. Officials say, when this happens, passengers can reflect to the customer service the first time, customer service can intercept orders in real time.
The incident
Network did not come about by charging nearly 400 Yuan
On October 30, friends broke the news that Mr FUNG, by easy to make an appointment at 8:10 or at 7:25 A.M. on the day, followed by a driver surnamed Zhang in 7:26 after the 7:25 began charging, after which Mr FUNG has not contact the driver. 7:12 P.M. driver until the day before the end of an order, the whole trip takes 11gexiaoshi45fenzhong, 14.57 km mileage, cost 387.22 Yuan.
Mr FUNG said, considering that earlier in the day to go out, just make an appointment more than 8 points, but drivers a minute order, then began the trip, billing begins. "Thought the driver was wrong, immediately call the past, drivers phone unable to connect. "Mr feng," after nearly 12 hours, the journey has been to charge without stopping. "After you realize how things are, Mr FUNG just customer service phone call reflects the issue. Customer service says has recorded Mr FUNG reflected issues related, but because they are unable to contact driver, specific problem solving have to wait after 3 to 10 business days.
Subsequently, by Mr Frederick FUNG is easy to call another car from SI JI Qing Jiang Nan Yong Ding road to long Bank of China Tower, open for about ten minutes, charge 19.
The afternoon of October 31, staff to get in touch with Mr, nearly 400 fee demanded by the exceptions order within their account, and told Mr FUNG, blacklist the driver had been pulled into the platform.
"But why the trip took 11 hours, drivers only had less than 15 miles. Is the driver's personal behavior to system issues or easy? "Mr Frederick FUNG did not understand in the end.
In response to
Driver violations malicious service
The company official confirmed, have been found not to normal deductions is because the driver breaches the order, consumption and malicious user account balances. Costs have been returned to the user, and compensate for coupon users 50 Yuan a piece. Drivers in accordance with the illegal operations, cooperation has been lifted. Customer recognition of the company's approach.
North Green newspaper reporter learned that net about wrong deduction of car platforms there are two classes, a system problem, a man-made problems for drivers. Earlier, the easy to order a passenger show "8 km journey, deduction of 280,000 yuan", but is in fact more than 400 Yuan on the user account is deducted, and after verifying the problem returning passengers were many buckles for the system. The passengers were charged is driver behavior, very rare in actual operation.
Reminder
Real-time exception order intercept
North Green official told reporters, if passengers have a noticeable exception, may be the first to inform the customer service, customer service can intercept orders in real time after the check. After confirmation, were indeed wrong deduction will be returned to the passenger.
At present, supervision, to actively cooperate with the management, implementation and supervision of data connection. Meanwhile, also using large data technology, the establishment of a sound evaluation system of vehicles and drivers.
司机恶意扣费：用户没坐车却被扣387元 - IT资讯
10月30日，有乘客反映自己通过易到叫车，人没上车，却有了“订单”，行驶11小时，扣费387元。记者从易到公司了解到，易到公司已了解相关情况，经确认是司机违规操作订单，恶意扣费的行为，目前平台已经和司机解除了合作关系，并返还了乘客被多扣的钱。相关负责人表示，遇到这种情况时，乘客可第一时间向客服反映，客服可实时拦截订单。
事发
所叫网约车没来 计费近400元
10月30日，网友冯先生爆料称，当日早上7点25分通过易到预约了8点10分出发的车，随后一张姓司机于7点25分接单后在7点26分就开始计费，之后冯先生就一直联系不上司机。直到当天傍晚7点12分司机才结束订单，整个行程用时11个小时45分钟，行驶里程14.57公里，共花费387.22元。
冯先生称，考虑到当天要早出门，就提前预约了8点多的车，没想到司机一分钟就接单，随后就开始行程，计费也开始了。“当时以为司机看错了时间，就立马打电话过去，可司机电话一直无法接通。”冯先生介绍，“之后将近12个小时里，行程一直在进行中，收费也没有停歇。”意识到事情不对后，冯先生就打客服电话反映了问题。客服称，已经记录了冯先生反映的相关问题，但是由于他们也无法联系上司机，具体问题的解决需要等待3到10个工作日之后。
随后，冯先生又通过易到叫了另外一辆车，从四季青金雅苑到永定路长银大厦，开了差不多十分钟，扣费19元多。
10月31日下午，易到方工作人员与冯先生取得联系，将异常订单扣除的将近400元费用退还其账户内，并告知冯先生，司机已被拉入了平台黑名单。
“但是为什么行程进行了11个多小时，司机只开了不到15公里。到底是司机的个人行为还是易到的系统问题？”冯先生最终还是没有搞明白。
回应
司机违规操作恶意扣费
易到公司相关负责人证实，已经查明不正常的扣款是因为司机违规操作订单，并且恶意消费用户账号余额。现费用已经返还用户，并且赔偿用户50元优惠券一张。司机按照违规操作处理，已经解除合作关系。客户认可公司的处理办法。
北青报记者了解到，网约车平台扣错款的情况主要有两类，一种为系统问题，一种为司机人为问题。此前，易到一名乘客订单显示“8公里行程，扣费28万元”，但实际上是用户账户上的400多元被扣掉，后经过核实为系统问题返还了乘客被多扣的钱。这次乘客被扣款则是司机个人行为，在实际运营中非常少见。
提醒
异常订单可实时拦截
易到相关负责人告诉北青报记者，如果乘客遇到订单明显异常的情况，可以第一时间告知易到客服，客服在核对情况后可以实时拦截订单。经过确认后，确实属于错误扣费的会返还给乘客。
目前，在监管上，易到积极配合管理部门，实现与监管平台的数据对接。同时，还利用大数据技术，建立了完善的车辆和司机评价体系。