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Recently, a "sky-high" taxi order has attracted attention. According to netizens, he took a Didi online car-hailing service in Shanghai with a distance of about 8 kilometers. After the trip was completed, it was shown that the route passed through Wujiang District, Suzhou City, with a mileage of 160 kilometers and a fee of more than 200 yuan, which was far from the original estimated price of 30 yuan for the 8-kilometer order. Regarding this unreasonable order, the consumer reported it to Didi customer service, and the customer service's previous response did not mention that the route was unreasonable. Later, the consumer continued to complain, and it was finally found out that the route was modified by the driver.

In response, the head of Didi customer service said that the passenger has been exempted from the bill and the driver has been banned for cheating. After verification, the abnormality of the order was that the driver modified the vehicle location through black market software, which caused the mileage and amount of the order to change accordingly. Didi said that after the passenger complained online, the platform customer service contacted the driver for verification and relayed the driver's statement that was obviously inconsistent with common sense; the anti-cheating team subsequently identified the abnormality of the bill and banned the driver, but in the process, due to problems such as untimely information synchronization and incomplete investigation, the passenger's troubles were not solved in time.

Regarding the relevant communication issues, Didi told the reporter from China Business News that it would seriously rectify and strengthen training after the review. From the perspective of industry development, illegal behaviors such as drivers using cheating methods will seriously undermine the fairness of order acceptance and service. In response to this industry-wide problem, Didi said it is continuing to work with the police to strengthen rectification.

In 2023, Didi filed a total of 6 criminal cases in special operations. The platform also continuously improved its governance rules. In 2023, Didi identified and managed more than 200 cheating devices, and more than 1,000 drivers were banned by the platform for repeated cheating. For orders with abnormal fees, Didi will take various measures such as prevention, refund, and compensation to protect users' funds from loss.

In this regard, Didi driver Wang Wen (pseudonym) revealed to China Business News that the cheating software he observed was more for grabbing big orders. "From the situation around me, 2 out of 10 drivers are using it. It's as simple as buying things on Taobao." Wang Wen introduced that drivers who use cheating software need to join a group. "If a driver is using it, he will introduce other drivers to join the group to buy mobile phones. The other party will mail the phone with all relevant software installed to the driver, and the driver can directly log in to the account and run orders with the purchased phone. The sales will remotely tell the driver how to operate it. If the phone is broken, it can be replaced directly. Drivers use this software to get more big orders." In terms of cost, Wang Wen said that as far as he knows, the cost of a mobile phone is between 1,000 and 2,000 yuan, and the monthly service fee is between 500 and 800 yuan.

Wang Wen observed that drivers who bought phones with cheating software would use such software frequently. "I have a friend who has been using it before and he can indeed get big orders. But it is troublesome, so he didn't continue to use it later." In addition, Wang Wen said that the platform's management of such phenomena is not strict. Taking the order-grabbing software as an example, "If the platform finds it, it will be banned for one day. The second time will be banned for three days, and the third time will be banned for seven days. During the ban period, the driver can accept orders on other platforms, so the impact is not significant."

An industry insider told China Business News that judging from the handling of illegal accounts, there are both cases of the platform discovering violations itself and users complaining. "Once a violation is discovered, the platform risk control will remedy the loopholes that were not found before, and some software used by drivers will not work well." The insider said that each taxi platform has its own risk control system and rules, but illegal software has always existed, "The devil is always stronger than the saint, and the drivers are playing games with the platform behind the scenes with some companies that sell cheating methods and make illegal profits."

Looking at the details, the person pointed out that one detail in this case was that the user used the enterprise version of the App to place the order, which made the driver think there was room for manipulation. "According to my guess, it is very likely that the driver found out that it was an enterprise version order in some way. In business travel scenarios, users often don't pay attention to the actual settlement amount. Anyway, the company pays for it, so the driver tried to take advantage of the loophole in this way."

Another concern of this incident is that Didi customer service failed to verify the driver's fake route, which caused dissatisfaction among consumers. In this regard, the above-mentioned industry insider said, "The front-line customer service of each platform is similar in terms of situation and level, and the handling process is mechanized without basic cognitive judgment. In fact, all kinds of complaint scenarios and customer service handling solutions are relatively complete, and the only way to follow up is to make the SOP as comprehensive as possible. We are afraid that some extreme cases, some new problems will arise, and the customer service or some personnel will give inappropriate solutions, which will be like now."

The industry also needs more experienced customer service staff. The industry insider said, "Based on this situation, experienced customer service staff are very valuable because they have the ability to judge, have handled many scenarios, and have encountered all kinds of cases. However, such staff will generally be promoted to customer complaint handling positions, rather than just front-line customer service. In addition, although each company continues to train front-line customer service, there are still shortcomings. In many cases, only those who have experienced them will understand how to handle them more reasonably."