How to request situation reports to suppliers

When a situation occurs and the cause is unclear, a supplier situation report helps collect essential details from partners to resolve the issue efficiently. By sending the correct report type, we ensure accurate investigation and follow-up. This process outlines how to create and send supplier reports in Zendesk when situations like driver no-shows, delays, or safety incidents occur.

What problem are we fixing?

We use supplier situation reports to clarify unclear incidents and gather supplier feedback. This ensures accurate communication, accountability, and service quality improvements.

Step by step:

1. Identify the type of report needed.
   Determine which situation applies:

   • Driver no show

   • Driver late

   • Service quality

   • Vehicle condition

   • Wrong vehicle

   • Safety incident

2. Start a new Zendesk ticket.
   Create a new ticket to contact the supplier regarding the situation.

3. Enter the supplier’s email in the request field.
   Check the supplier’s account to confirm the correct reporting address.

4. Add relevant contacts to CC.

   • Review the supplier’s account to identify if additional reporting contacts are listed.

   • Always CC the Get-e account manager linked to the supplier. This information can be found in the supplier’s account details.

   

5. Apply the correct macro.

• If you are starting a new ticket: Go to: Supplier → Situation Report → 1st request
  Select the macro corresponding to the correct situation type (driver no show, late, etc.).
   

• If you are starting from a client complaint/inquiry, reach out to the supplier directly in the same thread using side conversations:
  • Go to Supplier → Situation Report → 1st request → Side conversation 
  • Select the macro corresponding to the correct situation type (driver no show, late, etc.).

  • The macro will appear on the right side in Side conversations

    

    

    

6. Complete the macro fields.

• Subject area: Enter the ride number.

• Summary of situation: Describe what happened clearly and concisely.

 7. Request the supplier’s statement.
Include this question:
“Could you provide your statement about this situation?”
Ask for specific details such as:

• Explanation or cause of the situation

• Supporting evidence (e.g., screenshots, timestamps)

• Corrective or preventive actions

 8. Verify ride information.
Double-check that the correct ride number and details are filled in before sending.

 9. Check macro category before sending.
Make sure you are not using a macro from the “booking.com” category. Confirm it belongs under Supplier → Situation Report.

10. Submit as pending with a 24-h deadline.

10. What if there is no response?

If no response is received in 24 hours, send a follow-up. Put the ticket on pending for another 24 hours.

All cases must be resolved within 48 hours. If the supplier does not respond within this timeframe:

For airline assistance cases, escalate to the network.

For corporate cases, the supplier will be considered at fault if they have not replied.