2026-06-08 08:58 to 10:26
Driver was already waiting, FC joined late
Original source in Jun/1049963
GMH June FC / Dispatch Abnormal Order Monthly Report
Responsibility review based on TSV records, WhatsApp group logs, backend screenshots, and original image evidence. The report separates real screenshots, backend screenshots, image proof, and text evidence cards, so cases without images are not presented as screenshot-backed evidence.
Generated on 2026-07-02. Suggested meeting flow: start from P0 cases and ask owner-by-owner.
Executive Summary
1049963 - FC missed follow-up plus backend status conflict
After the 08:55 service time, FC did not actively monitor the waiting period. The same order shows no-show at 10:39 and drop-off at 10:40.
1051886 - Driver no-arrival, dispatch missed it, fake proof risk
The driver did not complete arrival or service, dispatch did not detect it during service time, and later proof integrity broke down.
1050812 - Known luggage and vehicle-capacity risk was not closed
On 12 June, the team already knew there were 8 passengers, 8 large suitcases, and 4 carry-ons and judged that an 18-seater was needed. The order still proceeded into an on-site failure.
1051140 - Five driver changes plus wrong vehicle type
After multiple driver changes before service, the final vehicle type was not verified. The customer paid for a 7-seater service that was not fulfilled.
1052140 - 18-seater order was served by 9-seater vehicle
High-seat vehicle orders had no pre-service vehicle-card verification, and backend did not send vehicle information to the customer in advance.
1049534 - Internal dispatch arrangement issue, no proof at all
Driver-customer meeting failed, Josua confirmed no proof, and the case ended with a full refund.
1049065 - Driver checked wrong time, temporary rescue arranged
The customer tried to confirm the time the day before. Backend notes state the driver checked the wrong time, which is a clear dispatch and driver execution failure.
Responsibility Matrix
| Level | Order | Issue | Responsibility Chain | Meeting Action |
|---|---|---|---|---|
| P0 | 1049963 Heycar |
FC missed follow-up plus backend status conflict | FC / Shi Wei, with backend status recorder involved | Direct accountability |
| P0 | 1051886 Heycar |
Driver no-arrival, dispatch missed it, fake proof risk | Dispatch Veron / Anissa, new call-log recorder, driver involved | Direct accountability |
| P0 | 1050812 Heycar |
Known luggage and vehicle-capacity risk was not closed | OP / Support / dispatch assignment chain | Direct accountability |
| P0 | 1051140 Klook |
Five driver changes plus wrong vehicle type | Ong Kar Sing / dispatch assignment chain | Direct accountability |
| P0 | 1052140 Klook |
18-seater order was served by 9-seater vehicle | Dispatch / fleet assignment chain | Direct accountability |
| P0 | 1049534 kkday |
Internal dispatch arrangement issue, no proof at all | Dispatch, Josua / Wendy handling chain | Direct accountability |
| P0 | 1049065 Klook |
Driver checked wrong time, temporary rescue arranged | Driver / dispatch assignment chain, Joshua handling chain | Direct accountability |
| P1 | 1049832 Heytrip |
Chatroom or notification delivery failure plus no-contact proof | OP notification chain / duty dispatch | Timed proof supplement |
| P1 | 1045886 kkday |
Trip change was not reconfirmed, driver went to wrong hotel | Steven / OP confirmation chain, driver and dispatch involved | Timed proof supplement |
| P1 | 1049436 Klook |
Terminal and driver-info delivery failure | OP / dispatch / driver communication chain | Timed proof supplement |
| P1 | 1050451 Klook |
Driver details were not effectively delivered in time | OP / Support / dispatch | Timed proof supplement |
| P2 | 1049144 Heycar |
No-show evidence is strong, but upload process was blocked | OP / backend upload process | Process remediation |
| P2 | 1047852 Heytrip |
Service completed, initial proof was incomplete | Driver / OP proof-upload chain | Process remediation |
| P2 | 1048663 Klook-Sabah |
Arrival proof is strong, system notification issue is clear | IT / notification system, OP evidence chain involved | Process remediation |
| P1 | 1049409 Klook |
SUV order received large vehicle, dispatch still pending | Dispatch / Ong Kar Sing chain | Timed proof supplement |
| P1 | 1053406 Klook |
Late pickup followed by fueling, still waiting for driver reply | Driver / dispatch monitoring chain | Timed proof supplement |
P0 Direct Accountability Cases
P0
1049963 - FC missed follow-up plus backend status conflict
Platform: Heycar. Responsibility chain: FC / Shi Wei, with backend status recorder involved
Direct accountability
Complete Timeline
2026-06-08 08:55
TSV
Scheduled service time.
Record
2026-06-08 08:58
Backend screenshot
Driver backend and flight record already visible.
Image log
2026-06-08 09:57
Backend screenshot
Driver stated free waiting until 10:25.
Image log
2026-06-08 10:18
Backend screenshot
Support only then asked the driver for the current status.
Late follow-up
2026-06-08 10:23
Backend screenshot
Driver reported that no one responded.
Escalation missed
2026-06-08 10:29-10:30
Call log screenshot
Shi Wei made three calls, only one connected for 3 seconds.
Image log
2026-06-08 10:39
Backend screenshot
Backend wrote customer no-show.
Conflict
2026-06-08 10:40
Backend screenshot
Same order also logged driver drop-off at destination.
Conflict
Root Cause
After the 08:55 service time, FC did not actively monitor the waiting period. The same order shows no-show at 10:39 and drop-off at 10:40.
Failure Type
- Operational failure: customer was contacted near overtime only
- Work failure: driver request was not handled in time
- Process failure: backend statuses conflict
Meeting Questions
- Who monitored this order from 08:55 to 10:18?
- Why did the driver say no one responded at 10:23?
- Who wrote no-show and drop-off for the same order?
Marked Evidence
2026-06-08 10:18 to 10:31
Driver asked for help but response was still late
Original source in Jun/1049963
2026-06-08 10:39 to 10:40
Backend shows both no-show and drop-off for the same order
Original source in Jun/1049963
2026-06-08 10:29 to 10:30
Call log only appears at the overtime edge
Original source in Jun/1049963
P0
1051886 - Driver no-arrival, dispatch missed it, fake proof risk
Platform: Heycar. Responsibility chain: Dispatch Veron / Anissa, new call-log recorder, driver involved
Direct accountability
Complete Timeline
2026-06-24 15:00
TSV
Scheduled service time. Internal note says driver went to pickup point.
Record
2026-06-24 16:40
TSV
Customer reported that the driver could not be found.
Complaint
After 16:40
TSV
Dispatch tried to rearrange a vehicle and contact the customer, but the customer had already left by own transport.
Too late
2026-06-26 13:48
WhatsApp L4604
Wendy asked to put 1051886 into backend and investigation chain.
Follow-up
2026-06-26 14:15
WhatsApp L4606-L4615
Wendy summarized that Anissa did not notice the driver had not arrived, so the proof was fake.
Key admission
2026-06-26 14:18
WhatsApp L4616-L4618
Wendy asked whether to continue fabricating the appeal.
Risk point
2026-06-26 14:19
WhatsApp L4619-L4620
jcyap replied: no, provide only the truth.
Decision
2026-06-26 15:03
WhatsApp L4626
Wendy wrote that 1051886 should not be fabricated because the driver did not arrive.
Responsibility confirmed
Root Cause
The driver did not complete arrival or service, dispatch did not detect it during service time, and later proof integrity broke down.
Failure Type
- Operational failure: driver no-arrival was not detected
- Work failure: replacement vehicle was arranged too late
- Risk-control failure: fake proof discussion damaged appeal credibility
Meeting Questions
- Who covered Veron during lunch?
- Why did Anissa miss the driver's no-arrival?
- Who uploaded the fake proof and who approved it?
Marked Evidence
2026-06-24 to 2026-06-26
Driver no-arrival, dispatch missed it, fake proof risk
Original source in Jun/1051886
P0
1050812 - Known luggage and vehicle-capacity risk was not closed
Platform: Heycar. Responsibility chain: OP / Support / dispatch assignment chain
Direct accountability
Complete Timeline
2026-06-12 14:13
Backend screenshot
Customer stated 8 adults plus 8 large suitcases.
Known risk
2026-06-12 14:24-14:25
Backend screenshot
Customer added 4 carry-on suitcases.
Known risk
2026-06-12 14:48
Backend screenshot
Support judged that an 18-seater was needed.
Risk known
2026-06-14 15:53
Map image
Vehicle VEK 6556 checked in at KUL/KLIA.
Image log
2026-06-14 17:53
Map image
Customer and multiple luggage items were still waiting at KLIA.
Image log
2026-06-14 18:04
Backend screenshot
Customer said some passengers had already taken Grab.
On-site failure
2026-06-14 18:06-18:09
Backend screenshot
Support only then explained capacity limitations and the need for another vehicle or 18-seater.
Too late
2026-06-14 18:41
Map image
Vehicle still checked in at KLIA Main Terminal.
Image log
Root Cause
On 12 June, the team already knew there were 8 passengers, 8 large suitcases, and 4 carry-ons and judged that an 18-seater was needed. The order still proceeded into an on-site failure.
Failure Type
- Work failure: known risk was not owned to closure
- Process failure: no open-risk status before service
- Complaint-handling failure: customer was told to solve it on-site
Meeting Questions
- Who owned the 18-seater upgrade follow-up on 12 June?
- Why did the order proceed when the customer did not confirm?
- Why was there no split-car or upgrade plan before service?
Marked Evidence
2026-06-12 14:13 to 14:48
Luggage capacity risk was known before service
Original source in Jun/1050812
2026-06-14 15:53
Actual on-site vehicle was Hyundai Grand Starex
Original source in Jun/1050812
2026-06-14 17:53
Customer and luggage were still waiting at KLIA
Original source in Jun/1050812
2026-06-14 18:04 to 18:09
Customer was told to solve excess luggage on-site
Original source in Jun/1050812
2026-06-14 18:41
Vehicle was still at KLIA Main Terminal at 18:41
Original source in Jun/1050812
P0
1051140 - Five driver changes plus wrong vehicle type
Platform: Klook. Responsibility chain: Ong Kar Sing / dispatch assignment chain
Direct accountability
Complete Timeline
2026-06-20 13:10
TSV
Scheduled service time.
Record
Before service
TSV
Customer received multiple driver-change emails. TSV records five changes.
Process abnormal
After service
TSV
Customer complained that the vehicle was not the booked 7-seater and used Grab.
Complaint
2026-06-30 11:26
WhatsApp L4653-L4655
Ms Ashley wrote that service happened but Ong Kar Sing assigned the wrong vehicle type.
Responsibility confirmed
Evidence status
Folder check
Jun/1051140 folder is empty.
Evidence gap
Root Cause
After multiple driver changes before service, the final vehicle type was not verified. The customer paid for a 7-seater service that was not fulfilled.
Failure Type
- Work failure: fleet lead assigned wrong vehicle type
- Process failure: repeated driver changes had no supervisor review
- Evidence failure: order folder is empty
Meeting Questions
- Who made each of the five driver changes?
- Who verified the final vehicle type?
- Why are there no vehicle card and vehicle photos?
Marked Evidence
2026-06-20 to 2026-06-30
Five driver changes, then wrong vehicle type
Original source in Jun/1051140
P0
1052140 - 18-seater order was served by 9-seater vehicle
Platform: Klook. Responsibility chain: Dispatch / fleet assignment chain
Direct accountability
Complete Timeline
2026-06-24 10:00
TSV
Scheduled service time. Customer booked an 18-seater airport transfer.
Record
2026-06-24 16:11
TSV
Platform asked about the complaint that the 18-seater order was served by a 9-seater.
Complaint
Investigation
TSV
Backend did not send vehicle information to the customer in advance.
Process gap
Investigation
TSV
Dispatch requested the vehicle card, but it could not be provided.
Evidence gap
Evidence status
Folder check
Jun/1052140 folder is empty.
Evidence gap
Root Cause
High-seat vehicle orders had no pre-service vehicle-card verification, and backend did not send vehicle information to the customer in advance.
Failure Type
- Work failure: vehicle type mismatch
- Process failure: vehicle card unavailable
- Evidence failure: folder is empty
Meeting Questions
- Why did an 18-seater order receive a 9-seater vehicle?
- Why was the vehicle card unavailable?
- Who allowed the platform reply without vehicle-card proof?
Marked Evidence
2026-06-24 10:00
18-seater order was served by a 9-seater vehicle, vehicle card unavailable
Original source in Jun/1052140
P0
1049534 - Internal dispatch arrangement issue, no proof at all
Platform: kkday. Responsibility chain: Dispatch, Josua / Wendy handling chain
Direct accountability
Complete Timeline
2026-06-09 10:00
TSV
Scheduled service time.
Record
Night before
TSV complaint
Customer said driver details were received.
Record
Service day
TSV complaint
Customer waited at hotel lobby while driver said he parked elsewhere.
Pickup failed
After 20 minutes
TSV complaint
Customer left for the airport by own arrangement.
Service failed
2026-06-12
TSV
Wendy requested the platform to process full refund.
Refund
Investigation
TSV
Josua confirmed there was no proof and the issue was our dispatch arrangement problem.
Responsibility confirmed
Root Cause
Driver-customer meeting failed, Josua confirmed no proof, and the case ended with a full refund.
Failure Type
- Work failure: pickup meeting failed
- Process failure: no proof led to full refund
- Evidence failure: no order folder exists
Meeting Questions
- Why was there no incident report?
- Where did the driver park and who verified it?
- Why did the issue only close at refund stage?
Marked Evidence
2026-06-09 10:00
Internal dispatch arrangement issue, no proof at all
Original source in Jun/1049534
P0
1049065 - Driver checked wrong time, temporary rescue arranged
Platform: Klook. Responsibility chain: Driver / dispatch assignment chain, Joshua handling chain
Direct accountability
Complete Timeline
Day before service
TSV complaint
Customer tried to confirm whether pickup was 05:00 or 07:15.
Warning sign
2026-06-01 05:00
TSV
Platform/activity pickup-time logic points to 05:00.
Record
2026-06-01 07:15
TSV
Order table also shows 07:15, creating ambiguity.
Conflict
Backend note
TSV
Driver checked the wrong time and a temporary driver was arranged.
Responsibility confirmed
Handling
TSV
Josua said to refund 30 percent of the fare.
Compensation
Root Cause
The customer tried to confirm the time the day before. Backend notes state the driver checked the wrong time, which is a clear dispatch and driver execution failure.
Failure Type
- Operational failure: driver checked wrong time
- Work failure: temporary arrangement damaged experience
- Process failure: pickup-time confirmation did not close
Meeting Questions
- Why were 05:00 and 07:15 not reconfirmed?
- When was the temporary driver arranged?
- Who bears the 30 percent refund?
Marked Evidence
2026-06-01 05:00 to 07:15
Driver checked the wrong time, temporary rescue arranged
Original source in Jun/1049065
P1 Timed Proof Supplement Cases
P1
1049832 - Chatroom or notification delivery failure plus no-contact proof
Platform: Heytrip. Responsibility chain: OP notification chain / duty dispatch
Timed proof supplement
Complete Timeline
2026-06-05 19:56
Map image
Vehicle VPW 7427 had GPS check-in proof.
Image log
2026-06-05 20:30
TSV
Scheduled service time.
Record
2026-06-05 21:04
WhatsApp screenshot
WhatsApp notification and chat link appeared.
Late delivery
2026-06-05 21:16
Backend screenshot
Internal note wrote can't contact customer.
No contact
2026-06-05 21:37
Backend screenshot
Internal note asked to save GPS/contact records before leaving.
After-the-fact proof
2026-06-05 22:01
Map image
Vehicle still had airport-area GPS proof.
Image log
2026-06-09 17:42
WhatsApp L4402-L4404
Wendy asked whether mobile signboard was done and named 1049832.
Follow-up
Root Cause
Driver and vehicle waiting proof exists, but chat link or notification delivery appears late. Dispatch must provide email/chat-link sending logs and platform contact records.
Failure Type
- Process failure: notification chain broke
- Evidence failure: contact records were saved only after the issue
Meeting Questions
- What did the customer receive before 20:30?
- Where are the email/chat-link sending logs?
- Where are platform-assisted contact records?
Marked Evidence
2026-06-05 19:56
Driver vehicle GPS checked in at 19:56
Original source in Jun/1049832
2026-06-05 21:04 to 21:37
WhatsApp notification and no-contact handling came after order time
Original source in Jun/1049832
2026-06-05 21:16 to 21:37
Internal record confirmed cannot contact customer
Original source in Jun/1049832
2026-06-05 22:01
Vehicle still had airport-area GPS proof at 22:01
Original source in Jun/1049832
P1
1045886 - Trip change was not reconfirmed, driver went to wrong hotel
Platform: kkday. Responsibility chain: Steven / OP confirmation chain, driver and dispatch involved
Timed proof supplement
Complete Timeline
2026-05-10 09:45
TSV
SCM notified Sky Mirror cancellation and offered refund or replacement option.
Trip change
2026-05-10 12:52
TSV
Platform helped contact customer again, but no reply was received.
Follow-up
2026-05-11 09:00
TSV
Service date and time.
Record
Service day
TSV complaint
Customer complained that the driver went to the wrong hotel and was nearly 20 minutes late.
Execution failure
2026-06-16 09:36
WhatsApp L4462-L4470
WhatsApp wrote that Steven did not reconfirm and the driver went to the wrong hotel.
Responsibility confirmed
Root Cause
Sky Mirror cancellation, date-change or refund handling, wrong pickup point, and no response were connected. It cannot be explained only by customer non-reply.
Failure Type
- Work failure: Steven did not reconfirm
- Operational failure: driver went to wrong hotel
- Process failure: refund and trip-change handling did not close
Meeting Questions
- When was Steven's last confirmation?
- Why did the driver go to the wrong hotel?
- Who owned the refund request?
Marked Evidence
2026-05-10 to 2026-06-16
Trip change was not reconfirmed, driver went to wrong hotel
Original source in Jun/1045886
P1
1049436 - Terminal and driver-info delivery failure
Platform: Klook. Responsibility chain: OP / dispatch / driver communication chain
Timed proof supplement
Complete Timeline
2026-06-01 13:05
Map image
Vehicle BPU 9104 checked in at KLIA Terminal 2.
Image log
2026-06-01 13:07
Backend screenshot
Driver posted vehicle photo in backend.
Record
2026-06-01 14:55
Map image
Vehicle still had KLIA-area GPS proof.
Image log
2026-06-01 14:57
Backend screenshot
Backend wrote overtime and customer no-show.
No-show
2026-06-01 14:58
Backend screenshot
Customer said driver details were not received before arrival and they waited at Terminal 1 Level 1C Gate 4.
Key customer statement
2026-06-01 15:00
Backend screenshot
Customer responded in chat, saying they had already left.
Too late
Root Cause
Vehicle photos show arrival, but the customer said driver details were not received before arrival and they waited at T1 Gate 4 before leaving.
Failure Type
- Process failure: driver details were delivered too late
- Work failure: T1/T2 pickup-point mismatch was not resolved
- Evidence failure: pre-no-show communication chain incomplete
Meeting Questions
- When were driver details sent to the customer?
- Was the driver actually at T1 or T2?
- Was the pickup-point mismatch solved before no-show?
Marked Evidence
2026-06-01 13:05
Driver vehicle checked in at KLIA Terminal 2
Original source in Jun/1049436
2026-06-01 14:55
Vehicle still had KLIA proof at 14:55
Original source in Jun/1049436
2026-06-01 13:05 to 14:58
Customer said driver details were not received before arrival
Original source in Jun/1049436
P1
1050451 - Driver details were not effectively delivered in time
Platform: Klook. Responsibility chain: OP / Support / dispatch
Timed proof supplement
Complete Timeline
2026-06-10 13:45
Email screenshot
System email sent driver YAPPCHEEHENG GMH and plate VMT 6020.
Image log
2026-06-10 20:49
Backend screenshot
Customer asked to change 10:00 pickup to 09:00.
Request
2026-06-10 20:53
Backend screenshot
Support rejected 09:00 and kept 10:00.
Response
2026-06-11 09:21
Backend screenshot
Customer wrote: No one contacted me yet.
Key customer statement
2026-06-11 09:25
Backend screenshot
Support pasted driver details.
Late delivery
2026-06-11 09:43
TSV
Driver uploaded GPS arrival photo.
Arrival proof
Root Cause
An email was sent, but that does not prove the customer effectively received it. The customer still asked 39 minutes before service, and Support pasted driver details at 09:25.
Failure Type
- Work failure: pre-service communication was slow
- Process failure: no confirmation after email sending
- Service-experience failure: customer had to chase before pickup
Meeting Questions
- Was there WhatsApp confirmation after the 10 June email?
- Why did the customer have to ask at 09:21?
- Where is the driver's private-contact record?
Marked Evidence
2026-06-10 13:45
System email listed driver and plate
Original source in Jun/1050451
2026-06-10 to 2026-06-11 09:25
Email existed, but customer still asked 30 minutes before service
Original source in Jun/1050451
P1
1049409 - SUV order received large vehicle, dispatch still pending
Platform: Klook. Responsibility chain: Dispatch / Ong Kar Sing chain
Timed proof supplement
Complete Timeline
2026-06-01 21:55
TSV
Scheduled service time, customer booked 7-8 seater SUV.
Record
On-site service
TSV complaint
Customer said the actual vehicle was an 18-seater van or tour bus.
Vehicle mismatch
Service experience
TSV complaint
Customer complained the vehicle could not accelerate properly and child felt carsick.
Quality issue
2026-06-30 21:59
TSV
Bad review entered TSV.
Complaint record
Current status
Folder check
Waiting for dispatch reply. Jun/1049409 folder is empty.
Evidence gap
Root Cause
Customer clearly complained that a 7-8 seater SUV became a large 18-seater vehicle, with poor driving experience.
Failure Type
- Work failure: likely vehicle mismatch
- Process failure: dispatch investigation not closed
Meeting Questions
- Where is the actual vehicle image?
- Where are driver and vehicle card records?
- Will vehicle mismatch be compensated?
Marked Evidence
2026-06-01 21:55
7-8 seater SUV order received large vehicle, dispatch still pending
Original source in Jun/1049409
P1
1053406 - Late pickup followed by fueling, still waiting for driver reply
Platform: Klook. Responsibility chain: Driver / dispatch monitoring chain
Timed proof supplement
Complete Timeline
2026-06-30 17:00
TSV
Scheduled pickup time.
Record
During transit
TSV platform complaint
Customer reported that driver arrived later than scheduled.
Delay
After leaving hotel
TSV platform complaint
Customer said driver stopped at a petrol station, causing further delay.
Operational failure
2026-06-30 18:19
TSV
Platform requested investigation within 48 hours on lateness, fueling reason, airport arrival timing, and refund recommendation.
Platform request
Current status
Folder check
Waiting for driver reply. Jun/1053406 folder is empty.
Evidence gap
Root Cause
Late pickup plus fueling after pickup points to driver preparation and dispatch monitoring problems. It must not remain pending.
Failure Type
- Operational failure: late pickup
- Work failure: pre-trip fuel preparation missing
- Process failure: dispatch did not quickly close investigation
Meeting Questions
- What caused driver lateness?
- Why did the driver refuel after picking up the customer?
- Did the customer arrive at the airport on time?
Marked Evidence
2026-06-30 17:00
Driver was late, then stopped for fuel, waiting for driver reply
Original source in Jun/1053406
P2 Process Remediation Cases
P2
1049144 - No-show evidence is strong, but upload process was blocked
Platform: Heycar. Responsibility chain: OP / backend upload process
Process remediation
Complete Timeline
2026-06-02 21:13
Map image
Vehicle VLC 6017 checked in at Terminal Bas KLIA.
Image log
2026-06-02 21:54-23:03
Call log screenshot
System/phone record shows repeated outbound calls to customer.
Image log
2026-06-02 23:01
Backend screenshot
NO SHOW record screenshot.
No-show
2026-06-02 23:11
Map image
Vehicle still had KLIA proof.
Image log
2026-06-30 11:41
WhatsApp L4656
Wendy requested 1049144 backend proof supplement.
Follow-up
2026-06-30 11:43-12:00
WhatsApp L4657-L4678
Ashley said photos could not be pasted or uploaded, then used another email account.
Process issue
Root Cause
Driver arrival and repeated calls are supported by evidence. The main issue is unstable proof upload, account use, and filing path.
Failure Type
- Evidence failure: photos could not be uploaded to backend
- Process failure: temporary account switching was needed
Meeting Questions
- Why could the backend not paste or upload photos?
- Who owns the unified upload path?
- What is the SLA for placing proof into the order folder?
Marked Evidence
2026-06-02 21:13
Vehicle checked in at Terminal Bas KLIA at 21:13
Original source in Jun/1049144
2026-06-02 21:54 to 23:03
Multiple calls to customer were recorded
Original source in Jun/1049144
2026-06-02 21:13 to 23:11
Driver arrived and called repeatedly, but backend upload was blocked
Original source in Jun/1049144
P2
1047852 - Service completed, initial proof was incomplete
Platform: Heytrip. Responsibility chain: Driver / OP proof-upload chain
Process remediation
Complete Timeline
2026-06-08 10:13
Backend screenshot
Customer-driver communication started in backend/chat.
Record
2026-06-08 11:21
Backend screenshot
Customer confirmed arrival.
Record
2026-06-08 11:33
Backend screenshot
Driver provided plate VMT 6020.
Record
2026-06-08 11:42
Map image
Luggage loaded, TimePhoto proof exists.
Image log
2026-06-08 12:17
Map image
Drop-off/on-site proof exists.
Image log
2026-06-12 10:14
WhatsApp L4429-L4430
Wendy requested one additional driver-arrival-at-airport proof.
Supplement
2026-06-12 15:18
WhatsApp L4431-L4435
Supplemented image was accepted by Wendy.
Closed
Root Cause
Luggage loading and drop-off proof exist. The focus should be why airport-arrival proof needed to be supplemented later.
Failure Type
- Evidence failure: initial upload was incomplete
- Process failure: proof was supplemented only after platform chase
Meeting Questions
- Why was airport-arrival proof not uploaded first?
- Who checked proof completeness?
- What is the proof supplement SLA?
Marked Evidence
2026-06-08 11:42
Luggage loaded, service fact exists
Original source in Jun/1047852
2026-06-08 12:17
Drop-off photo exists, main issue is proof supplement workflow
Original source in Jun/1047852
P2
1048663 - Arrival proof is strong, system notification issue is clear
Platform: Klook-Sabah. Responsibility chain: IT / notification system, OP evidence chain involved
Process remediation
Complete Timeline
2026-05-29 21:25
Map image
Driver vehicle had GPS proof at Kota Kinabalu International Airport.
Image log
2026-05-29 22:25
TSV
Scheduled pickup time.
Record
2026-05-29 23:23-23:35
Screenshot / call log
Driver/customer service made multiple contact attempts.
Image log
2026-05-29 to 2026-05-31
TSV
System could not sync email notifications, so the customer did not receive information.
System issue
2026-06-01 16:46
TSV
Platform complaint recorded driver no-show and customer unable to contact driver.
Complaint
Root Cause
Driver arrived at 21:25 and made multiple contact attempts. TSV states email notification sync failed from 29 to 31 May.
Failure Type
- System failure: email notification did not sync
- Evidence failure: system logs proving customer non-receipt must be added
Meeting Questions
- How many orders were impacted by the system issue?
- Was there an incident notice and recovery action?
- How are customers contacted when they have no WhatsApp?
Marked Evidence
2026-05-29 21:25 to 23:35
Driver arrived and tried contact, with email-sync system issue
Original source in Jun/1048663
2026-05-29 23:33 to 23:35
Multiple outbound contact records exist
Original source in Jun/1048663
Evidence Gaps to Challenge in the Meeting
P0 orders without actual screenshots or image proof: 1051886, 1051140, 1052140, 1049534, 1049065. This is not a minor issue. It means the abnormal-order handling chain did not retain key evidence in the order folder.
- Every abnormal order must have a unified order folder. Evidence cannot remain only in live chat, WhatsApp, personal accounts, or platform backend.
- No-show, vehicle mismatch, driver no-arrival, and customer no-contact cases must have a standard evidence pack: GPS arrival, vehicle card or plate, contact log, waiting-end record, and backend status.
- Any discussion involving fake proof or fabricated appeal must be escalated as a risk-control incident, not handled as normal proof supplement.