UBER MACROSYNC

HOW TO USE / GENERAL

QUESTIONS

ACCOUNT & INVOICES

PAYMENTS / PROMOS / CREDITS

RIDER
MACRO #
R001
R002
R003
R004
R005
R006
R007
R008
R009
R010
R011
R012
R013
R014
R015
R016
R017
R018
R019
R020
R021
R022
R023
R024
R025
R026
R027
R028
R029
R030
R031
R032
R033
R034
R035
R036
R101
R102
R103
R104
R105
R106
R107
R108
R109
R110
R111
R112
R113
R114
R115
R116
R117
R201
R202
R203
R204
R205
R206
R207
R208
R209
R210
R211
R212
R213
R214
R215
R216
R217
R218
R219
R220
R221
R222
R223
R224
R225
R226
R227
R228
R229
R230
R231
R232
R233
R234
R235
R236
R237
R238
R239
R240
R241
R242
R243

SUB-CATEGORY
How to
Info
Info
How to
How to
How to
How to
How to
How to
How to
How to
How to
How to
How to
How to
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Info
Local info
Local info
Local info
Local info
Local info
Account
Account
Account
Permissions
How to get
How to get
How to get
How to get
How to get
Login
Permissions
Mobile verification
Mobile verification
Signup
Signup
Signup
Permissions
Charge issue
Arrears / Chargeback
Arrears / Chargeback
Arrears / Chargeback
Arrears / Chargeback
Charge issue
Charge issue
Charge issue
Charge issue
Payment method
Payment method
Payment method
Payment method
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Promotions / Credits
Apple Pay
Apple Pay
Apple Pay
Apple Pay
AmEx::Enrollment
AmEx::Enrollment
AmEx::Enrollment
AmEx::General
AmEx::General
AmEx::Points
AmEx::Points
AmEx::Points

TITLE
Download the app (iOS, Android, BlackBerry, Windows Phone)
Is the app available on iOS/Blackberry/Android/Windows?
How are the fares calculated? Flat fare? Luggage cost?
Estimate a fare
Request a ride
Contact driver
Cancel a trip
Fare Split
Share ETA
Toggle credit / switch payment
Request for someone else
Find driver at the airport
Request from difficult pickup spot or military base
Enter a promo code / How GiveGet works
Identify the driver (Uber sign)
Can I make a reservation or advanced booking?
Can I drop people on the way to / from airport?
Can Uber move stuff?
Can I request multiple cars at the same time?
What is uberX/uberPop/P2P?
Does the Uber service work 24/7?
Is Uber Legal in my country/city?
Event/partnership inquiry
Do you provide baby seats in the cars? (uberFAMILY)
Can I bring my pet into the car?
Requesting specific driver
Children alone in an Uber
Can I pay in cash? / Can I tip drivers?
Is my personal info (credit card, email...) safe?
Change TAXI tip amount (%)
Coverage area for [city]
uberT uberTAXI info/specifics
Local airport info (rates/regs/options)
uberFAMILY restrictions (size/age/weight)
uberACCESS uberWAV info
uberPOOL info
Request to delete account (More info)
Request to delete account (Deleted)
How to update/change my personal info (phone number, email)
Gift card whitelist
My receipt / invoice (PDF, VAT)
Monthly invoice?
Invoices in the name of my company?
Invoice for a P2P trip?
Personnal Assistant request for info / receipt
How to retrieve my password (Forgot password)
Request for m.uber.com permission
I haven't received the verification code by SMS
Where do I enter the code you just texted me?
My phone number seems to be used by another account
I can't access my account (typo in email)
Driver can't signup as a rider
VIP status inquiry
Reccurring charge inquiry
Explain arrears / balance
Proceed to payment = success
Proceed to payment = fail
Google Wallet Arrears
Duplicate charge (inform)
Duplicate charge - (escalate to Rider Payments)
Duplicate charge (adjusted)
Authorization charge inquiry ($1,1,...)
Change the payment method on a previous trip
Add a new payment method
Can I have several accounts using the same credit card?
Why is my prepaid card declined?
Can I use multiple promo codes on the same account?
Not new user (inform)
Forgot to enter the promo code, new user (adjust)
Geofence (inform)
Currency (inform + 10)
Expired (inform)
Tech issue (adjust)
Ask for intended promo code
Referer did not get credits
TAXI trip (inform)
Already applied to account (inform)
Vehicle-specific promotion
Referral issue - Referee didn't ride yet (inform)
Referral issue - Promo code deasabled for fraud (inform)
Promo code - Can't extend
Promo issue - Promo value doesn't roll over
Can I choose when to apply my credits to a fare ?
Did not want to apply promo to fare
Only valid in US
Logging into Uber account without password
Update contact information
Change Apple Pay payment method
Am I eligible to earn or use points?
Enroll option not found
Error message when enrolling
What is the program?
Question about privacy / security
Use points option not found
How many points do I have?
Did I use points?

LAST UPDATED 11/12/14

UBER MACROSYNC

TECH ISSUES

DRIVER QUALITY

TRIP ISSUES

FRAUD

TOUCH

RIDER
MACRO #
R244
R245
R246
R247
R248
R249
R301
R302
R303
R304
R401
R402
R403
R404
R405
R406
R407
R408
R409
R410
R411
R412
R413
R414
R415
R416
R417
R418
R419
R420
R421
R422
R423
R424
R425
R426
R427
R428
R501
R502
R503
R504
R505
R506
R507
R508
R509
R510
R511
R512
R513
R514
R515
R516
R517
R518
R519
R520
R521
R522
R523
R524
R525
R526
R527
R528
R529
R530
R531
R532
R533
R534
R535
R536
R601
R602
R603
R604
R605
R606
R607
R608
R609
R610
R611
R612
R613
R701
R702
R703
R704
R705
R706
R707

SUB-CATEGORY
AmEx::Points
AmEx::Points
AmEx::Points
AmEx::Points
AmEx::Points
AmEx::Points
Mobile (Tech issue)
Mobile app
Mobile (Tech issue)
Mobile app
Service
Service
Service
Service
Service
Service
Service
Service
Service
Trip time
Trip time
Trip time
Bad route
Bad route
Bad route
Cancellation
Cancellation
Driver attitude
Driver attitude
Driver attitude
Driver attitude
Driver attitude
Driver attitude
Driver attitude
Driver attitude
Driver attitude
Rating
Driver fraud
Cancellation
Cancellation
Cancellation
Cancellation
Cancellation
Cancellation
ETA
ETA
ETA
Dispute
Dispute
Fare
Fare
Fare
Fare
Fare
Fare
Fare
Fare
Fare
Fare
Information
GPS issue
GPS issue
Lost item
Lost item
Rating
Rating
Complaint
Surge
Surge
Surge
Surge
Surge
Traffic / Time
Traffic / Time
Credit card
Credit card
Credit card
Credit card
Credit card
Dispute
Dispute
Multiple account
Multiple account
Banned Fraud
Arrears
Banned Fraud
Cancellation / eyeballs
Communication
Info
Info
Solve
Solve
Solve
Route

TITLE
Paid with points, wanted to use card
Paid with card, wanted to use points
App shows wrong points balance
Fare quote doesn't show points
User was refunded $ but want points refund
User disabled using points, but still can use points
App permissions inquiry
Network error
App issues - delete/reinstall
Bug report
No water / open, used bottles
Drive didn't open door
No water + no open door
Driver smell/hygiene
Vehicle smell/smoke
Vehicle is old/damaged
Service concern (music, radio, charger, conversation)
Wrong pick up / drop off location, rider had to walk (Inform)
Communication issue (language)
Begin/end trip instead of cancelling (refund)
Driver mistimed trip (No impact)
Driver mistimed trip (Adjustment)
Bad route / Non optimal itinerary (no adjustment)
Bad route / Non optimal itinerary (adjustment)
Bad route / Non optimal itinerary - Flat rate (no impact)
Trouble connecting - Driver did not answer (refund)
Driver quality issue (couldn't complete trip)
The driver was rude / disrespectful - Bad attitude - Inappropriate
The driver was rude / disrespectful - bad attitude (Appeasment)
The driver was rude / disrespectful - Inappropriate behavior (escalate)
My driver discussed rider ratings
My driver asked for a good rating
Driver quoting price/rates + promos
Driver called too frequently before pickup
The driver accepted / asked me for cash
Unsafe/distracted driving
Update the driver rating
Wrong driver/vehicle
First cancellation (inform)
Cancellation (refund)
Justified driver cancellation (no refund)
Set wrong pick-up location (no refund)
Dead battery (no refund)
Policy, cancellation after 5 min (no refund)
No car available (Inform)
Long wait / wrong ETA without cancellation (inform)
Long wait / wrong ETA without cancellation (Appeasment)
Didn't ride - I never took this trip (ask more info)
Didn't ride - I never took this trip - (no refund)
Questions about rates / correct fare / flat fare (inform)
Safe ride fee
uberXL/SUV upcharge warning
uberXL/SUV upcharge explanation
Minimum fare
Rider selected wrong vehicle type
Cleaning fee - outreach
Extra stop on flat rate (explanation)
Toll / geo surcharge explanation
Cross dispatch - did not request XL/SUV (prefers sedan)
Ask more info (pick up and dropoff)
GPS technical issue (adjust)
Trouble setting GPS pickup location (inform)
Lost item - provide driver contact info
Lost item - rider outreach
Low review ( - ) / No description
Positive review ( - ) - Not first trip
Refused service animal (escalate)
Surge pricing - first touch (inform)
Surge pricing - first surge (adjust)
Surge pricing - angry (no adjust)
Surge pricing - still angry (no adjust)
Surge pricing - manipulation / original request wasn't surged (adjust)
Traffic (no refund)
Police stop / traffic violation (adjust)
Banned - Notify card reported as lost or stolen
Banned - Claims card not lost or stolen
Banned - Will not confirm card - I don't want to share my card/ID
Banned - Unban account / lost stolen card
Banned for using fraudulent uid / device
Rider doesn't recognize trip (Ask more info)
Rider reports fraudulent card activity (not an account holder)
Flagged: more than 5 accounts on same payment profile
Flagged: more than 5 accounts on same device
Banned for violation of GiveGet terms
Client's account/Other account in arrears
Fake accounts + share referral codes
Banned for suspicious cancellations / eyeballs (Inform)
Request for support phone call
Request more info - unclear request or empty ticket
Request more info - account details
Spam/Test
Outstanding feedback (6th Star)
Large fare alert
Serious privacy concern (escalate)

LAST UPDATED 11/12/14