Service violation blocking

In the Service violation blocking section of the tenant settings of a product, you can configure the product feature blocking user rides after service violations.

This feature had formerly been named “No-show blocking”. It has been renamed and repurposed to serve more cases than no-shows and to be extendable for more types of violations.

If the product feature blocking user rides after service violations is not activated, the following warning message is displayed below the title of this section in Control Center:
Feature not enabled: Changes to the setting(s) below will not take effect unless this feature is enabled

The following fields can be configured.

Maximum allowed number of service violations during set timeframe (default = 3): This setting defines the maximum number of service violations a user can accumulate within the specified timeframe to consider before being blocked. It’s an integer value that can be set from 0 to 10.
Timeframe to consider (default = 30 days): This timeframe specifies the duration during which service violations are counted towards the maximum allowed number of service violations during set timeframe. It can be set from 1 to 365 days.
Block duration (default = 7 days): This timeframe specifies the duration during which a passenger is blocked from booking rides once the service violation limit is exceeded. It has a minimum value of 1 day.
Time before pickup after which a late cancellation is considered a service violation (default = 0 minutes): This timeframe specifies that a cancellation by a passenger done within this many minutes before a scheduled pickup should be considered a service violation. Note that this setting is independent from faring settings that involve late cancellations.
Service violation types that can cause a user to be blocked (default = “No-show”): This sets the types of service violations that can lead to blocking a passenger. At this time it allows for no-shows and late cancellations.

The following examples illustrate the logic based on these service violations blocking settings:
Maximum allowed number of service violations during set timeframe = 3
Timeframe to consider = 90 days
Block duration = 7 days
Time before pickup after which a late cancellation is considered a service violation = 5 minutes
Service violation types that can cause a user to be blocked = No-show, Late cancellation
With these settings, a user is blocked if they accumulate 4 service violations within any 90-day period.
If a user has 4 service violations on the same day, they are immediately blocked and will be unblocked 7 days later.
Suppose the user has one no-show 1 January and then, 89 days later, has 3 late cancellations on the same day. In this case, they would be blocked for 7 days.
This mechanism works as a rolling window over time. It always checks the past 90 days to determine if the blocking threshold has been reached.
A user in this example could have 3 no-show violations within the timeframe, then cancelling a ride 1 minute before the scheduled pickup would be considered a late cancellation and a service violation. The combination of 4 service violations would result in the user being blocked.

Permissions: update_product