Business Process Document

                                                               No confirmation Receipt





Rally Our bus

79 Madison Ave.

 NYC 10016




                                                                05/03/2023


Table of Contents


Introduction                                                                                                                                                           3

Business Process Document                                                                                                                               4                 

Explanation Of Business Process Document                                                                                                    4

Business Process Flow Diagram                                                                                                                          5







Introduction


The “No Confirmation Receipt” process clearly defines the steps involved when the customer contacts Rally Ourbus highlighting that they have not received the ticket confirmation receipt. We research the customer account on admin portal and check details for the amount and share the same with the customer. 




Explanation of Business Process Document 


The ticket purchase made by customer (linked with email address and phone number) can be fetched using either of the details using admin panel.

When the customer claims they have not received the ticket, the same can be sent using the admin panel. Also, the customer is requested to check spam/promotional folder and mark the mails from OurBus as not spam. 





Business Process Document


Name of Process:

No Confirmation Receipt 

Process Owner:

Pragye Sharma 

Created By:

Pragye Sharma  

Last Updated By:

Pragye Sharma

Date Created:

5/03/23

Last Revision Date:

7/03/23

Process Purpose:

The purpose of the “No Confirmation Receipt” process documentation is to normalize the entire process of handling contacts where the customer claims they have not received the confirmation ticket, post booking the same. 

Process Scope:

The “No Confirmation Receipt” process documentation will include the processes to handle contacts in which customer claims they have not received the confirmation ticket. 

Process Input:

The process is initiated by a customer contact via any incoming channel namely Call, Email, Chat & social media post.

Process Boundaries:

The starting boundary of the “No Confirmation Receipt” process is defined by the customer contacting for not receiving the ticket confirmation receipt. 

Process Flow:

  • The customer contacts highlighting that they have not received the ticket confirmation on their email after booking.

  • The customers email address is requested and the customer is requested to check the spam folder/promotion folder if they were unable to locate the confirmation in their inbox.

  • The ticket confirmation is resent to the customer's email address using the admin panel. 

  •  The confirmation is shared with the customer about the ticket being resent to the customer's mailbox. 


Scenario 1. We are able to retrieve the ticket using the ticket reference code/email address/transaction ID.

Once the ticket is identified, we can resend the ticket. If he still does not receive the ticket, we can ask for an alternate email address and resend the ticket to this email. We should also ask the customer to download and login into the app and walk him through the process of finding the ticket in "My Passes" section.


Scenario 2. When we are unable to retrieve the ticket using the email address and the customer is unable to share the ticket ref code or the transaction id. (this could be a case where he entered the incorrect email address while purchasing the ticket)

We need to ask for the trip details from the customer for which he has purchased the ticket viz., from & to the location, travel date, travel time and the name of the passenger(s). 

Using this information, we need to identify the trip on Full Schedule, go to the passengers list, identify the ticket and resend it. Once the ticket is identified, we can resend the ticket. We can ask for an alternate email address and resend the ticket to this email.


Process Output:


Confirmation to the customer for the ticket confirmation being shared to their registered email address. 

Exceptions to Normal Process Flow:


Control Points and Measurements:

We are getting recurring requests within a short span of time from multiple customers, we can raise a bug on a report a bug channel and ask the tech team to look into it





Business Process Flow Diagram