You've noticed a significant increase in customer complaints about inaccurate billing in the Zoomcar app. Customers report discrepancies between the charges quoted during booking and the final amount billed to their accounts. As a product manager, how would you identify the root cause(s) of this issue?

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You've noticed a significant increase in customer complaints about inaccurate billing in the Zoomcar app. Customers report discrepancies between the charges quoted during booking and the final amount billed to their accounts. As a product manager, how would you identify the root cause(s) of this issue?

Asked at Zoomcar in the past year

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Gokulnath GRP · Answer 1 · 2024-03-13T18:57:45+0000

I have a clarifying question: The surge in such complaints has been recent and more than usual? Yes
Does Zoom Car have a transparent pricing policy that mentions the total cost before booking in the UI? YES
If users incur additional costs, are they categorically mentioned in the bill and the total cost previously agreed upon? Yes
That being said, I would start with the development team’s questioning.
Any UI/Logic change release with respect to the pricing display: Yes (UI change on displaying the price per hour in the car catalog)
If yes, has the logic been updated according to the price/hour displayed and the user time range selection? Yes
Does the price quoted before booking include the tax and other relevant charges a user must pay? Yes
Moving on to question another stakeholder, The billing and Invoicing team,
While processing a user cost, does the invoice include all the initial and additional charges categorized( if any)? Yes
Is the bill processing automated or done manually? Automated
Is the billing software and its operations outsourced or internally performed? Third-party tools and outsourcing.
Has the third-party team adopted the recent pricing policy that has been updated in the UI? We have informed Third party.
According to the billing team's feedback, the invoice generation is automated by a third-party tool that hasn’t updated the new pricing model, the price per hour, but rather the previous standard fixed charge for a booking.
Questions with the Third-party vendor,
Did you receive the new Zoom car pricing policy from the billing team? Yes
Has the pricing been updated, and is the change live in production? Due to our legacy system, the requested change is in progress, and the delay has been conveyed to the billing team.
Internal communication gaps have existed between the billing and development teams due to miscommunication about the limitations of a legacy system from the third-party vendor. Also, no synchronized communication between internal teams before making a new UI launch.
All the necessary stakeholders to be included in and during the entire life cycle of a change to ensure an error-free production environment.