"Hello, I’m sorry, my car broke down, can you cancel the order?" "Hello, my car encountered a traffic accident on the road just now, and I can’t come to pick you up. Can you cancel the order?"… Are you familiar with this? Have you ever heard of it? When you cancel an order, have you ever felt like crying but not crying? The appearance of online car-hailing has greatly improved the convenience of people taking a taxi. Drivers can no longer "pick customers" and "pick orders". We no longer have to beckon for half an hour in the rain on a rainy day, but we can’t get a taxi. But then there are some small new problems. For example, a car that is easy to get, but is told by the driver that it can’t come. At this time, can you only cancel the order helplessly? Not necessarily. After a few days of undercover investigation, the Yangzi Evening News reporter will "reveal the secret" behind the cancellation of the order for you, and "advise" for you – how should we deal with such a situation.
Passenger complaints: Early rush to send children to school, orders are often cancelled
Mr. Liu, a citizen, reported to his child about the kindergarten near the unit: "I can basically pick up and drop off children every day, but during this time I happened to be on a business trip for a week, so I called my mother a car and asked her to pick it up." What made Mr. Liu depressed was that it was not easy to take a taxi during the morning rush hour, but it often took about ten minutes to get a car, but it was inexplicably cancelled.
"From Hexi to Qinhuai, the road is a bit congested, but it’s not as congested as Xinjiekou, so it won’t be cancelled so often, right?" Mr. Liu told reporters that sometimes the driver would tell him that the car was broken and there was nothing to come. "In such a situation, my heart is really broken, but I can’t help it, and people can’t come, so I can only cancel it." There are many passengers like Mr. Liu. Some waited for half an hour in the umbrella under the guard box at the entrance of the park with their children, and finally got a car, but it was cancelled; some were in a hurry to catch a meeting or a dinner, but because of a cancellation, they had to wait again. And when the order was cancelled, most people chose "forget it".
Reporter’s visit: The driver said his car was blocked, but it wasn’t
In the morning rush hour, the reporter took an online taxi in Hexi. The order showed that there were still 5 minutes before the reporter, but the reporter waited for 10 minutes at the boarding point. The location showed that the driver was still in place and did not drive over. The driver called to say that his car was in a certain community and was blocked by another car.
The reporter told the driver that he could cancel, but he would report the matter to the customer service. He also asked the driver to leave evidence for the customer service to check. After the reporter cancelled the order, he reported to the platform customer service and informed the platform that he just wanted to know if the car was blocked. After a period of time, the platform informed the reporter that the car was not blocked on the road, but did not want to take the reporter’s order. The platform has punished the driver.
Last weekend, the reporter took a taxi to Hexi at a shopping mall in Yuhuatai District, Nanjing. It stands to reason that there is no evening rush hour at 4 or 5 pm on Saturday, but after waiting for more than ten minutes, the driver said that his car had collided with another car, and he had to deal with the dispute and could not pick it up. After the reporter told the driver that he would report to the platform, the driver actually said that he could pick it up. However, the reporter later checked with the platform to see if the car had collided, but the result was that there was no situation as the driver said.
Unannounced visit
The driver said that there are at least five ways to cancel the order
During the unannounced visit, many drivers told reporters that there are many ways to cancel passenger orders. An online ride-hailing driver with more than a decade of experience told reporters that there are at least five ways to cancel passenger orders.
"The first option is for the driver to drive to the destination, wait for five minutes, and then cancel without responsibility." So the driver can drive nearby, the passenger can’t find the car, and the driver can’t "find" the passenger. After five minutes of delay, it is automatically cancelled.
"The second is that many platforms will have free cancellation opportunities for drivers to take orders. For example, cancel once a day without responsibility, drunk passengers can not pick up, passengers who do not wear masks during the epidemic can not pick up, etc." Then after receiving an unwanted order, the driver can click on the passenger "drunk" or other options to cancel without responsibility.
"This cancellation method requires uploading a photo. The passenger is clearly wearing a mask. How can you upload a photo to prove that he is not wearing it?" The reporter asked.
"It’s simple, just take a few pictures of passengers who don’t wear masks on the road. Or take a few drunk people at the entrance of the hotel for backup." The driver replied.
Then, the reporter learned that the third way is to arrive near the appointment location, the driver can turn on the mobile phone "flight mode", stop in front of the passenger, drive away directly, and turn on the mobile phone after driving for five minutes. If the passenger is late, it is not responsible for cancellation. If the platform asks, it can be said that the mobile phone has no signal or there is a problem with the platform; the fourth way is to make up some reasons why the passenger cannot refuse to tell the passenger "can’t come", such as "the car is broken", which is also the best way to use, because the passenger cancels, the driver is not responsible; the fifth way is to use some plug-ins, but this way is in case the platform finds out, there is a risk of banning the number.
2 Drivers have "difficulties" in "picking orders", and the platform said it will strengthen supervision
"Drivers usually pick up orders from 7:00-9:00 in the morning peak and 4:30-7:00 in the evening peak." Industry insiders told reporters that there are generally several situations for drivers to "pick up orders". "Generally, I take a taxi at the airport, and no one delivers it to Lishui and Lukou towns. Because Lishui is in the opposite direction from the urban area, once I go there, it is likely to be empty for 20 kilometers back to the airport. Drivers often wait for three or four hours at the airport. With the parking fee and waiting time, everyone wants to pick up an order to the urban area, Pukou or Xianlin."
"In addition, the driver’s pick order is also related to the rules of the platform. For example, the platform recently stipulates that you have to run 8 orders in the morning to get a reward, so everyone will want to take some short-distance orders and collect enough 8 orders to get a reward." However, industry insiders also admit that there are also many drivers who are particularly "pick" now, and do not accept orders that are blocked a little bit, and want passengers to cancel the order for various reasons. "In fact, you will only know after working in this industry for a long time. In the end, the ones who can make money are all practical sports cars. The platform will not always push you bad orders. If you receive a bad order this time, the platform will push you a good order next time. If you have high praise, the platform will increase the chance of pushing you a good order. The more you play with those little thoughts, the more money you will find in the end. "
The reporter learned that many platforms in Nanjing have also revised the rules in response to the problem of canceling orders, such as canceling the content that "drunk passengers" are not responsible for canceling. In addition, the platforms said in interviews that if the order needs to be cancelled, they can communicate with the platform customer service, and the platform will retrieve audio and video recordings for verification. If the driver induces the passenger to cancel the order, the platform will punish the driver and compensate the passenger. Platforms also said that they will strengthen supervision.
