By Uwin Lugoda
Since it's entry into the Sri Lankan market in 2016, Uber, the world’s biggest ride share app, has faced one prevalent challenge in the form of it's card payment system.
The platform's card payment system has been heavily scrutinised by app users on social media and its driver partners. This issue has even led to physical altercations between Uber riders and drivers, with one extreme case resulting in the attempted stabbing by an Uber driver partner.
In a Facebook post dated 10 February 2020, Uber user Pujana Wethasinghe recounted his story of a disagreement over the payment method that allegedly escalated into near-violence. According to the post, the Uber driver in question had told Wethasinghe and his friend Rahul Vithanage to step out of the vehicle upon learning that the hire was to be paid for by credit card. This incident ended with the driver brandishing a knife at the two friends moments later.
This incident, while extreme, does not stand alone as several Uber users have come forward with their own stories of the app's rider partners either cancelling when informed it’s a card payment or avoiding the platform's card payment system.
A recurring complaint among the app's driver partners has been that the company takes around a week to credit these card payments to them. Speaking to The Sunday Morning Business, several driver partners complained about the inefficiency of the system as they live on daily wages, with most of them having to pay daily loans for their vehicles.
While three-wheeler drivers were the most outspoken about the issue, several Uber Zip drivers also addressed the issue of having to pay off daily vehicle loans. Many of them stated that this has led them to call the riders once the ride has been confirmed, in order to find out the method of payment.
Uber riders complained that this was one of the biggest deterrents they see in using the platform as most riders would end up cancelling the ride if the card payment method is chosen. One rider stated that this also leads to verbal confrontations with drivers who want them to change their payment method mid trip.
"We are currently going through a global pandemic and Uber should train their drivers better, and teach them the importance of cashless transactions which adhere to social distancing rules,” said one Uber user.
However, the riders sympathised with the driver partners, and stated that this issue was Uber's responsibility and requested that the company have a better customer care response team in Sri Lanka.
Speaking on the matter, an Uber spokesperson for Sri Lanka stated that Uber is supporting more cashless transactions during this ongoing pandemic so that the experience is safe and seamless for both riders and drivers. The spokesperson went on to state that to this end, they are currently educating all their driver partners through various outreach initiatives on the benefits of card payments.
"All drivers who accept digital payments get paid as part of Uber’s weekly cycle. As always, we remain committed to supporting our drivers with the technology and information they need to stay safe.”
Uber already addressed most of the platform's safety issues earlier this year with the addition of new safety features in an agile response to widespread criticism it faced following several altercations between riders and drivers.
In a press event held on 27 February, Uber unveiled three new safety features which include the Uber Safety Helpline, RideCheck, and PIN (personal identification number) Verification. These were set to enhance the safety and experience of both the riders and drivers.
The Uber Safety Helpline is active 24/7 for riders to get in touch with Uber’s safety team if they face an urgent but non-emergency issue during the trip. These issues can include misbehaviour of and arguments with driver partners or breakdown issues.
Uber officials at the event stated that riders can now tap on the shield icon, choose the safety helpline icon, and swipe to immediately connect their response team, where safety experts will be available 24/7. They explained that the feedback they got from the market last year showed them that Sri Lankan users wanted a helpline. However, since it is a new feature, Uber wanted to make sure the system was robust, and so extensively tested the system before rolling out the pilot.
“Whenever we put out new features or new technologies, we make sure they are enterprise-grade and that it works flawlessly. So it does take some time to build a reliable product,” the spokesperson noted.
RideCheck, the second new safety feature, is set to enable Uber to flag certain trip irregularities, such as long and unexpected stops, which may in some cases indicate an increased safety risk to the rider. When an irregularity is detected, Uber will initiate a “RideCheck” by reaching out to both the rider and the driver partner. According to the officials, this is the first step by Uber to proactively reach out to users during a trip and offer tools they may need to get help.
Finally, Uber unveiled PIN Verification, a safety PIN that verifies the user’s trip to ensure they are getting into the vehicle they are matched with through the app. Riders will receive a four-digit PIN that they can provide to their driver, who will then use that PIN to start the trip. This would also prevent the driver starting trips without the rider being inside the vehicle.
In addition to this, the company is also working on advanced technologies that will use ultrasound waves to automatically transmit the safety PIN for verified rides.
“At Uber, we are constantly evaluating how we can raise our standards by integrating the feedback we receive from riders on how they would like to communicate with us,” said Uber South Asia Head of Central Operations Pavan Vaish.
Speaking on the card payment issue during the press event, Vaish told us that as far as Uber is concerned, riders have the option to pay with any of the payment methods available in the app.
“We believe that when riders pay using a card, it is a frictionless experience, and it is also a safer experience because they are not dealing with physical cash.”
As for the drivers, he stated that Uber does not cut any additional cost if it is a card payment and pays their driver partners across the country on a weekly basis, which is not unique to Sri Lanka. He went on to state that Uber is always open to the feedback they get from their driver partners and also have several green light centres which they can bring their issues to.
Vaish stated that the company is in the process of rolling out training for all their driver partners, which they can even partake in digitally through the app itself without having to come to their green light centres.
“Our driver partners have multiple channels to get in touch with us. The first one is our driver partner helpline that has always been there, which they have around-the-clock access to. Secondly, we have our green light centres where they can walk in and get service.”
However, in spite of these safety measures, Uber is unlikely to change its controversial weekly payment cycle. This is because, even though this cycle was in place long before Covid-19, the pandemic has ensured that it will not be altered anytime soon due to its contactless payment option. Therefore, it looks like the driver partners will need to adapt to the system if they want to continue riding for Uber in Sri Lanka.Uber card payments: Contentious, but change unlikely
09 Aug 2020
Uber card payments: Contentious, but change unlikely
09 Aug 2020
By Uwin Lugoda
Since it's entry into the Sri Lankan market in 2016, Uber, the world’s biggest ride share app, has faced one prevalent challenge in the form of it's card payment system.
The platform's card payment system has been heavily scrutinised by app users on social media and its driver partners. This issue has even led to physical altercations between Uber riders and drivers, with one extreme case resulting in the attempted stabbing by an Uber driver partner.
In a Facebook post dated 10 February 2020, Uber user Pujana Wethasinghe recounted his story of a disagreement over the payment method that allegedly escalated into near-violence. According to the post, the Uber driver in question had told Wethasinghe and his friend Rahul Vithanage to step out of the vehicle upon learning that the hire was to be paid for by credit card. This incident ended with the driver brandishing a knife at the two friends moments later.
This incident, while extreme, does not stand alone as several Uber users have come forward with their own stories of the app's rider partners either cancelling when informed it’s a card payment or avoiding the platform's card payment system.
A recurring complaint among the app's driver partners has been that the company takes around a week to credit these card payments to them. Speaking to The Sunday Morning Business, several driver partners complained about the inefficiency of the system as they live on daily wages, with most of them having to pay daily loans for their vehicles.
While three-wheeler drivers were the most outspoken about the issue, several Uber Zip drivers also addressed the issue of having to pay off daily vehicle loans. Many of them stated that this has led them to call the riders once the ride has been confirmed, in order to find out the method of payment.
Uber riders complained that this was one of the biggest deterrents they see in using the platform as most riders would end up cancelling the ride if the card payment method is chosen. One rider stated that this also leads to verbal confrontations with drivers who want them to change their payment method mid trip.
"We are currently going through a global pandemic and Uber should train their drivers better, and teach them the importance of cashless transactions which adhere to social distancing rules,” said one Uber user.
However, the riders sympathised with the driver partners, and stated that this issue was Uber's responsibility and requested that the company have a better customer care response team in Sri Lanka.
Speaking on the matter, an Uber spokesperson for Sri Lanka stated that Uber is supporting more cashless transactions during this ongoing pandemic so that the experience is safe and seamless for both riders and drivers. The spokesperson went on to state that to this end, they are currently educating all their driver partners through various outreach initiatives on the benefits of card payments.
"All drivers who accept digital payments get paid as part of Uber’s weekly cycle. As always, we remain committed to supporting our drivers with the technology and information they need to stay safe.”
Uber already addressed most of the platform's safety issues earlier this year with the addition of new safety features in an agile response to widespread criticism it faced following several altercations between riders and drivers.
In a press event held on 27 February, Uber unveiled three new safety features which include the Uber Safety Helpline, RideCheck, and PIN (personal identification number) Verification. These were set to enhance the safety and experience of both the riders and drivers.
The Uber Safety Helpline is active 24/7 for riders to get in touch with Uber’s safety team if they face an urgent but non-emergency issue during the trip. These issues can include misbehaviour of and arguments with driver partners or breakdown issues.
Uber officials at the event stated that riders can now tap on the shield icon, choose the safety helpline icon, and swipe to immediately connect their response team, where safety experts will be available 24/7. They explained that the feedback they got from the market last year showed them that Sri Lankan users wanted a helpline. However, since it is a new feature, Uber wanted to make sure the system was robust, and so extensively tested the system before rolling out the pilot.
“Whenever we put out new features or new technologies, we make sure they are enterprise-grade and that it works flawlessly. So it does take some time to build a reliable product,” the spokesperson noted.
RideCheck, the second new safety feature, is set to enable Uber to flag certain trip irregularities, such as long and unexpected stops, which may in some cases indicate an increased safety risk to the rider. When an irregularity is detected, Uber will initiate a “RideCheck” by reaching out to both the rider and the driver partner. According to the officials, this is the first step by Uber to proactively reach out to users during a trip and offer tools they may need to get help.
Finally, Uber unveiled PIN Verification, a safety PIN that verifies the user’s trip to ensure they are getting into the vehicle they are matched with through the app. Riders will receive a four-digit PIN that they can provide to their driver, who will then use that PIN to start the trip. This would also prevent the driver starting trips without the rider being inside the vehicle.
In addition to this, the company is also working on advanced technologies that will use ultrasound waves to automatically transmit the safety PIN for verified rides.
“At Uber, we are constantly evaluating how we can raise our standards by integrating the feedback we receive from riders on how they would like to communicate with us,” said Uber South Asia Head of Central Operations Pavan Vaish.
Speaking on the card payment issue during the press event, Vaish told us that as far as Uber is concerned, riders have the option to pay with any of the payment methods available in the app.
“We believe that when riders pay using a card, it is a frictionless experience, and it is also a safer experience because they are not dealing with physical cash.”
As for the drivers, he stated that Uber does not cut any additional cost if it is a card payment and pays their driver partners across the country on a weekly basis, which is not unique to Sri Lanka. He went on to state that Uber is always open to the feedback they get from their driver partners and also have several green light centres which they can bring their issues to.
Vaish stated that the company is in the process of rolling out training for all their driver partners, which they can even partake in digitally through the app itself without having to come to their green light centres.
“Our driver partners have multiple channels to get in touch with us. The first one is our driver partner helpline that has always been there, which they have around-the-clock access to. Secondly, we have our green light centres where they can walk in and get service.”
However, in spite of these safety measures, Uber is unlikely to change its controversial weekly payment cycle. This is because, even though this cycle was in place long before Covid-19, the pandemic has ensured that it will not be altered anytime soon due to its contactless payment option. Therefore, it looks like the driver partners will need to adapt to the system if they want to continue riding for Uber in Sri Lanka.Kapruka
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Discover Kapruka, the leading online shopping platform in Sri Lanka, where you can conveniently send Gifts and Flowers to your loved ones for any event. Explore a wide range of popular Shopping Categories on Kapruka, including Toys, Groceries, Electronics, Birthday Cakes, Fruits, Chocolates, Automobile, Mother and Baby Products, Clothing, and Fashion. Additionally, Kapruka offers unique online services like Money Remittance, Astrology, Medicine Delivery, and access to over 700 Top Brands. Also If you’re interested in selling with Kapruka, Partner Central by Kapruka is the best solution to start with. Moreover, through Kapruka Global Shop, you can also enjoy the convenience of purchasing products from renowned platforms like Amazon and eBay and have them delivered to Sri Lanka.Send love straight to their heart this Valentine's with our thoughtful gifts!